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NEWS & INSIGHTS
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The CX Tipping Point
At 12:31 “There are certain user journeys that are cross-cutting and affect practically everybody. They consume a vast amount of resources and time. But it turns out, they are not even automated all that well because the cross so many of the stovepipes, organizations, tools, and platforms. One of the ones that I wanted to focus on was PCSing, which is a Permanent Change of Station, which is out-processing from one job, location and base and in-processing to another job, location, and base. PCSing is a tough one to crack. It consumes a lot of resources and time. It causes a lot of delays. But it causes a lot of lost productivity and time. And frankly, it causes a lot of stress for the Airman and the dependents of the Airman.”
Martha Dorris - Apr 9, 2024
Leading Experience Design for the Military
“…so essentially the strategy is, we’re going to treat airmen like they’re customers… which is a big shift in a government organization...as if we’re a major IT services company, like a Microsoft or Google… It’s an ‘outside-in’ type of user-centric approach focused heavily on measuring experience because that’s something that we can do at scale. think about the scale of the organization I described earlier.
Finding Our Way - Feb 4, 2024
How We are Fixing Our Computers
“DAF IT organizations… are focused on ensuring
reliable connectivity and security. These are mission-critical, obviously, but they are not sufficient. Much of what affects user experience, resilience and performance occur at high levels in the technology stack. The network links can be perfectly adequate, but our IT can be practically inoperable when the endpoint security, encryption, domain controllers, cloud access points and other services bog down. Our users are clearly telling us the situation is unsatisfactory, as anyone can confirm with a few a few quick searches of LinkedIn, Reddit, Facebook, Discord, etc.”
The Medium - Aug 22, 2023
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