Problem Definition

Defining Problem Spaces and Developing a UX Plan

Led by: Cindy Phan & Keith Wilson

In this 90-minute session, participants will learn how to better define service delivery problems and translate them into a practical UX plan. The session will focus on how government teams can move beyond symptoms and identify the underlying issues affecting user experience. Participants will examine approaches for scoping a problem space, clarifying goals, and prioritizing opportunities for improvement. The session will also introduce key elements of a UX plan that can guide teams in taking structured, user-centered action.

Participants will:

Learn how to define a service problem from a user-centered perspective.
Explore strategies for identifying priorities, goals, and opportunities for improvement.
Understand the basic components of a UX plan and how it can support more effective service design.

This workshop is part of an InnovateUS Series called : Building Better City Services

Click here to view all workshops from this series

Cindy Phan

UX Engagement Lead, U.S. Digital Response

Keith Wilson

Talent Engagement Manager, US Digital Response

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Format: online

Date & Time: May 14, 2026, 3:30 PM ET

Duration: 90 minutes