UX Fundamentals and Why It Matters in Government

In this 90-minute session, participants will be introduced to the core concepts of user experience (UX) and why they matter for government service delivery. The session will examine how UX helps agencies better understand the needs, expectations, and barriers residents encounter when interacting with public services. Through examples and discussion, participants will explore how a user-centered approach can improve service access, effectiveness, and trust, while helping government teams design services that work better for the public.