Digital Experience
February 18, 2025 |
permanent
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Summary (Definition) #
The digital experience is defined as the entirety of the beneficiaries’(users) experience formed through the interactions with digital government platforms and services across all touchpoints through beneficiaries’ affairs(interacts) with the government agency. The experience starts with an initial contact with the government agency, across different digital channels to deliver the service, gather the voice of the customer for opinions, complaints, and feedback, and moving forward with a comprehensive analysis of the beneficiaries’ data to improve the services.
Introductory Guideline Digital Experience Maturity Index.pdf
A digital experience is centered around key elements: #
- (Easy of Use) Design Platform or digital service functionalities in a way that makes it easy for users to complete their tasks and goals.
- (Adaptation/Personalization) Adaptation of the digital experience based on users’ preferences and needs, making it usable by all user categories.
- (Feedback) Effective response to user complaints, taking their opinions into account, and encouraging their participation through stages of design and continuous improvement of the digital experience.