Federal client service design research

Current state map

Problem to solve:

Over my 2+ years at Accenture Federal Services/Fjord, I worked as a project manager and team lead for service design, product design, and rapid prototyping engagements with 7 clients across 4 agencies.

Clients needed guidance and support with creating better customer and staff experiences on a variety of custom and existing technical platforms.


As the project manager, I worked with the Design Leads and clients to set and execute strategies for the projects.

Our engagements began with research, stakeholder and user interviews, and design thinking workshops. Afterward, we would share our initial findings as well as opportunities and recommendations for moving forward.

Throughout the process, I facilitated Agile sprint meetings, ad hoc discussions, and planned workshops with my clients and teams. Across the projects, I also supported research and design efforts and wrote and edited the deliverables we produced.

Service design engagement: Research readout

Role: Creative direction, writing, and editing

Rapid prototyping engagement: Research readout

Role: Editing

Service design engagement: Findings & recommendations report

Role: Creative direction, writing, and editing

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