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Citizens expect meaningful government experiences that convey a sense of awareness and empathy. The EY-Adobe Alliance recognizes that as government agencies embark on transforming user interactions, they should design a seamless experience across all digital and physical touch points.
Harness the essence of growth centered on human needs and spur broad-scale personalization with EY team's customer experience (CX) strategy and implementation capabilities, powered by the Adobe Experience Platform (AEP). The collaboration of Ernst & Young LLP and Adobe equips organizations to spearhead a seamless CX transformation, ensuring constituents are the focus of every interaction.
Personalization at scale benefits:
EY team's advanced data analytics experience paired with Adobe's AI-channels provides a wealth of knowledge and information that launches each project, enabling the delivery of unparalleled customer experiences.
Data-informed customer profiles inform seamless journeys across digital and physical interfaces. With EY team's approach to customer experience in tandem with AEP's data analysis attributes, each interaction is personalized, thereby generating increased long-term value.
Access to an aligned, detailed data collection from across the organization’s engagement channels provides a comprehensive understanding of each constituent’s journey, encapsulating both past experiences and future directions. This paves the way for enhancing engagement rates and fostering committed advocates and loyal supporters of an agency’s policies and initiatives.
Customer trust, privacy, and security are deeply intertwined. With extensive experience in regulatory and compliance along with Adobe’s data management abilities, a process is built which adheres to all necessary standards and regulations.
How the EY-Adobe Alliance can help
The EY-Adobe Alliance approach is based on human-centered design and puts constituents at the center of the future state experience. Through the design phase, government agencies will reimagine the art of the possible:
EY teams research and interview actual users to understand needs, abilities, and attitudes. Personas are modeled to illustrate composites of typical users, the tasks they are trying to accomplish, the interfaces they prefer, and pain points they encounter.
Heuristic evaluation is used to assess current experiences against up-to-date standards and target practices for usability, readability, and accessibility. Current-state journey maps describe user and system interactions and suggest pain points and inefficiencies to address for the future.
EY teams conduct ideation workshops, joining stakeholders to imagine “what if” and “how might we” scenarios, and comparing those to a range of possible processes and technologies. A future-state service blueprint is helpful to chart and optimize the imagined value-delivery system.
Rapid prototyping with low-code or no-code tools is used to simulate future-state interfaces, functionality, and data for useability testing and socialization.
Useability testing of key prototype components and tasks is conducted with actual users and agents to gauge comprehension and acceptance.
Experience monitoring should go beyond simple data visualization; monitoring requires continuous evaluation of constituent experience data that will fluctuate as needs evolve to continually advance experience development.
Modernize government experiences that connect constituents
