Trey Gordner

2171 days ago

This. Service design and product management are the next big opportunities in government.

The Service Design Team’s rubric for measuring user experience is labeled as the 5 E’s: Entice, Enter, Engage, Exit and Extend. The first E, “Entice,” measures how people come to learn about the service and what gets them interested. “Enter” examines the experience upon first entering a place -- in the case of homeless services, that might mean a conversation, but in other cases it could be a website or an app. “Engage” looks at the steps necessary to interact with the service and asks designers to think about how to keep users engaged. “Exit” measures how users feel when they leave the experience and whether it is clear to them that they are finished. And “Extend” probes ways the user might talk about the experience to others afterward.

How ‘Service Design’ Is Changing the Way Cities Work

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