The CX Tipping Point®

EP 57 - Elevating Digital Government & User-Centered Design featuring Marcy Jacobs

• Dorris Consulting International | Marcy Jacobs • Season 5 • Episode 57

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In this episode of The CX Tipping Point Podcast, we spoke with Marcy Jacobs, the first Chief Digital Experience Officer for the State of Maryland. Marcy goes into the significance of user-centered design and the holistic approach needed to improve digital experiences, particularly in government and consulting sectors. 

She discusses her journey in digital government, from starting out as a graphic and web designer to leading digital transformation efforts at USDS and the Department of Veterans Affairs. Marcy explores challenges, solutions, and strategies for integrating digital services, enhancing user research, and leveraging AI for better customer experiences.

Key Takeaways:

  1. Insights on prioritizing user needs over technology and shifting from an inside-out to an outside-in approach.
  2. Importance of understanding the full user journey.
  3. How project management and product leadership require technical depth, leadership buy-in, and measurable outcomes to avoid reinforcing ineffective processes.
  4. Breaking down silos between digital services and CX teams to ensure data-driven, actionable solutions rather than just measurement.
  5. The role of user research in improving services and the potential of AI when applied strategically. 

Join us as we uncover how digital services can transform government experiences and why a human-first approach is critical to success!

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