Our team used a number of human-centered design (HCD) and service design practices, many adapted for government within the Accenture Federal Digital Studio, to create these services. We conducted workshops with employees and end-users, enabling the team to develop user experiences and service blueprints with a more instinctive and cohesive flow. The team ultimately created two primary customer journeys with more than 20 user flows and 65 application screens to guide users intuitively through a number of diverse tasks.
More than $15.5 billion in distributed funding
More than 4.6 million customer interactions
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