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.

Service Experience (SX) focuses on whether a public service works end-to-end—from eligibility and application through fulfillment and follow-up. In civic contexts, SX is the proof of whether a system can actually deliver on its promises. When designed well, SX reduces burdens, prevents duplication, and ensures services work as intended for both residents and staff.

Customer Experience (CX) describes what it feels like to move through a service journey—whether applying for benefits, paying taxes, or renewing a license. In public life, CX often determines if a process feels seamless or fragmented, dignified or frustrating. Well-designed CX aligns eligibility, communication, and delivery so that residents trust the system to work as promised.

User Experience (UX) is about what it feels like to interact with a tool, service, or system. In public life, that means whether a form is understandable, a portal is navigable, or a process is accessible. Strong UX doesn’t emerge from theory—it comes from engaging the people who will actually use the system, ensuring clarity in every interaction.

Communications leaders in government face more pressure than ever—from polarization to funding cycles that keep teams reactive. Design can help. By shaping not just how communications look, but how they work, design creates clarity, resilience, and trust.

Timely interventions provide public services at the moment they’re most needed. Anchored in public health but extending to education, social support, and civic engagement, these approaches help governments design systems that are adaptive, equitable, and trusted.

Policies are more than legal documents—they’re cultural artifacts. At Public Servants, we design ours as promises: rooted in trust, care, and accountability, and built to grow with the people they serve.