Challenges: 

Their primary challenge and goal was meeting the increased demand for digital accessibility within government services. We provided  a comprehensive understanding of the user's needs and expectations and the development of a solution that would not only meet these needs, but be scalable and extensible to a wide range of government services.

Solutions: 

The solutions we provided involved conducting interviews, developing personas, creating journey maps, and facilitating design sprints––all centered around the singular focus of delivering prototypes to validate our approaches with actual end users. The process was rooted in UX and UI design principles, and the solutions were developed through rapid prototyping and service design methodologies.

Results: 

Agency39A's research aligned citizen experience scenarios to address five commonly requested services on the MyGov platform. By integrating the end-to-end citizen journey, we maximized the use of a platform-as-a-solution (PaaS), creating a scalable and extensible model. This solution effectively transformed digital access for Texas citizens, revolutionizing their interaction with government services and showcasing Agency39A's expertise in enhancing public sector digital experiences.