What does it take to earn public trust? In this short explainer, Ashleigh Axios breaks down the ethical obligations of public servants, why structure protects the public, and how trust is built through daily choices.

The Experience Tapestry™ weaves together ten strands of how people encounter public systems—from individual interactions like user experience to systemic forces like environmental impacts. This framework helps leaders see not just isolated touchpoints, but the connections between them that shape trust, dignity, and resilience in public life.

Environmental Experience (EnX) highlights how the design of public systems impacts the natural world—and in turn, people’s health, safety, and quality of life. From waste management and emissions to biodiversity and transit choices, EnX connects civic design to planetary stewardship. Designing for EnX means designing not only for today’s residents, but for future generations who will live with the outcomes.

Civic Experience (CivX) is about how people and communities engage with democracy—from voting and hearings to public comment, councils, and collective decision-making. Strong CivX fosters belonging and legitimacy, showing residents their voices matter. Weak CivX erodes trust, participation, and the sense of shared ownership in public systems.

Life Journey Experience (LJX) focuses on how services connect to the major milestones and transitions people encounter—from birth certificates and school enrollment to retirement benefits. Effective LJX ensures public systems anticipate these moments, rather than forcing residents to navigate silos. When designed well, LJX supports people at the moments that matter most, making civic systems feel coherent across a lifetime.

Community Experience (ComX) reflects how groups—not just individuals—interact with and are shaped by public systems. From neighborhood safety to schools, transit, and shared spaces, ComX influences whether communities feel supported or overlooked. Strong ComX fosters belonging and cohesion, while weak ComX deepens divides and distrust. Designing for ComX means designing for resilience across groups.

Resident Experience (RX) captures how people experience government itself—whether interactions feel fair, dignified, and trustworthy. RX reflects the social contract in action: when residents feel respected and supported, trust grows. When services are inconsistent or inequitable, trust erodes, often for entire communities. Designing for RX means designing for legitimacy.

Employee Experience (EX) reflects what it feels like to work inside public institutions—from the tools and training staff rely on to the culture, policies, and leadership they navigate. When EX is strong, employees are empowered to serve residents with clarity and care. When it frays, burnout, turnover, and system breakdowns follow. Supporting EX means supporting every other strand of the public experience.

Patient Experience (PX) captures how people encounter care—from appointments and instructions to coordination between providers and services. In public systems, PX is where health outcomes and dignity are most visible. Strong PX depends on clear communication, empathy, and seamless handoffs across systems, ensuring patients feel supported, not lost.