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.

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.