Through in-depth research, we’ve developed five unique personas each representing different ways residents interact with government services.
Whether you’re applying for benefits, helping a loved one, managing clients, running a business, or just trying to renew a license, this video shows how a user-centered portal can reduce stress, save time, and connect people to the help they need
A strategic roadmap outlining the vision, goals, and measurable success criteria for building a unified, resident-centered digital portal for Washington State services.
A user research–driven persona framework that identifies key resident groups interacting with government services and outlines their needs, behaviors, and pain points to inform digital service design.
A public-sector innovation challenge website inviting teams to design a roadmap for a unified, user-centered resident portal that improves access to Washington State government services.
DGN Spotlights highlight innovative digital initiatives transforming how the government connects with the public. This story explores Washington State’s Customer Portal, a platform representing a major step toward unifying digital service access across state agencies.
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