1. Performance.gov Customer Experience
Partner: U.S. Office of Management and Budget (OMB) Customer Experience
Date: July 2020–March 2025
Category: Graphic Identity, Customer Experience, Design Research, Communication Design
Description: Life experiences are significant events or transitions that often require interactions and touchpoints with multiple Federal agencies and levels of government. Too often, people have to navigate a tangled web of government websites, offices, and phone numbers to access the services they depend on. Government needs to better meet people where they are and be responsive to how they navigate these moments.
OMB’s Federal CX team and the Lab at OPM collaborated across multiple life experience cycles to communicate and represent the wide range of coordinated work involved with conducting this customer experience research, delivering these project findings and developing cross-agency solutions to improve government services.
OMB Federal CX original logomark (2021)
Exhibition posters for 2022 Life Experience projects, displayed at the Eisenhower Executive Office Building in Washington, DC. Project prototype summaries (2023).
Performance.gov is the Federal government’s public-facing representation of customer experience and service improvement work. Example: “Recovering from a Disaster” life experience page on performance.gov(2022–2025). System diagram of entities and authorities involved in life experience work for the 2022 designation cycle.