Creating Positive Customer Experience

Wednesday, December 11

2:45 pm to 3:45 pm

Got GaaS?

Brad Morse
Program Director, Department of Labor & Industry

Bree Basham
CX Director, CapTech

Today, customers of government services expect a seamless experience. At the Department of Labor and Industry, we partnered with our users to provide a customer-centric solution that meets demands while enhancing their digital experience. In this session, we will provide an overview of the User Interface design process used to develop the Work Comp Campus system. We will share the development process and resulting artifacts; Journey Maps, Information Architecture. Wireframes, Prototypes, and user testing results. Join us to learn how to apply the right principles and patterns, as well as industry best practices, to ensure better products that are maintainable.

Learning Objectives

  1. Analyze a quantifiable approach that allows project stakeholders to make data-informed decisions.
  2. Explore how to learn from expectations and behaviors before investments in code and engineering are made.
  3. Discover how to balance functionality, aesthetics, and performance during design.

About GTS Educational Events

If you are a nonprofit or public sector group looking to create a conference, workshop or educational event with impact, look to GTS. We believe educational events are successful when participants learn and grow and then return to their organizations and communities to make them stronger. We look forward to continuing our work with the broad spectrum of organizations striving to make a difference for the people and communities they serve.

Steering Committee

Alex Hepp, City of Hopkins
Bill Bleckwehl, Cisco
Dave Andrews, DEED
Jay Wyant, Minnesota IT Services
Jim Hall, Ramsey County
Matt Bailey, IBM
Melissa Reeder, League of Minnesota Cities
Nathan Beran, City of New Ulm
Sue Wallace, IT Futures Foundation
Lisa Meredith, Minnesota Counties Computer Cooperative
Justin Kaufman, Minnesota IT Services
Renee Heinbuch, Washington County/MNCITLA
Jerine Rosato, Ramsey County
David Berthiaume, Minnesota IT Services
Cory Tramm, Sourcewell Tech 

Content Committee

Tomas Alvarez, Federal Reserve
Tom Ammons, MN.IT – Central
Dave Andrews, MN State Services for the Blind
Susan Bousquet, MN.IT – DOT
Robert Granvin, Metro State
Alex Hepp, City of Hopkins
Shawntan Howell, Ramsey County
Jenny Johnson, Metropolitan Council
Millicent Kasal, MN.IT – Central
Ping Li, MN.IT – MMB
Chibuzor Nnaji, MN.IT – DHS
Mehrdad Shabestari, MN.IT – Central