Case Studies

The new let­ters are eas­i­er to read, com­ply with state laws, and increase the public’s trust in government.

Seat­tle aimed to ease the build­ing process for afford­able hous­ing. SDCI used data and human-cen­tered design to empow­er cus­tomers, sup­port staff, and ensure safety.

A com­pre­hen­sive web­site over­haul ensures a more inclu­sive, cus­tomer-friend­ly experience.

The new web­site serves a diverse range of DOL cus­tomers with its stream­lined struc­ture and sim­pli­fied lan­guage, mak­ing nav­i­ga­tion intu­itive for everyone.

Rev­o­lu­tion­iz­ing a tran­sit mobile app by enhanc­ing acces­si­bil­i­ty and usabil­i­ty for diverse users.

Cut con­fu­sion, reduce calls, and speed up ben­e­fits: We helped stream­line a com­plex hous­ing pro­gram so renters and staff could both succeed.

With the abil­i­ty self-serve, cus­tomers have con­trol over their DES expe­ri­ence. This saves both the agency and the cus­tomers time and effort and increas­es the trust and satisfaction.

By spread­ing aware­ness and adop­tion of the human-cen­tered approach with teams at WSDOT, we mod­eled how to under­stand cus­tomer needs and bet­ter serve infor­ma­tion and tools that sup­port safe travel.

See how we used plain lan­guage and user test­ing to improve mes­sage con­sis­ten­cy for Donate Life California. 

Inte­grat­ing acces­si­bil­i­ty more deeply into the dig­i­tal design and agile devel­op­ment process of The Wash­ing­ton Health Ben­e­fit Exchange.