Our team has more than a decade and a half modernizing complex, mission-critical, legacy systems for the U.S. government. We bring our deep experience across industries, proven performance and commitment to the mission to every engagement. That includes sharing our insights on modern software development and human-centered design.

Recently, our Head of Experience and Design Lisa Hoover joined the Federal Tech Podcast for precisely this reason. She offers valuable insights into the critical area of federal customer experience (CX) and how it intersects with technology and modernization efforts. Lisa brings practical experience and observations about the challenges and opportunities within the federal design landscape.

Understanding the Landscape

In this interview with John Gilroy, Lisa provides clear insights into the current state of federal CX. She explains the evolution from a focus on user experience (UX) to a broader, all-encompassing approach to customer experience (CX). Throughout the podcast she addresses the challenges faced by legacy modernization teams both inside and outside the government.

She delves into one significant hurdle in improving federal CX, legacy IT systems. Lisa articulates how these monolithic and complex systems create inefficiencies and hinder modernization, leaving users and IT teams alike stuck with difficult processes.

The Antidote: The Product Mindset

One solution to this challenge is embracing a product mindset. With this approach teams consider how all stakeholders engage with the product and their expected outcomes now and in the future. Lisa emphasizes that only meeting requirements is not enough. She argues for the necessity of a holistic understanding of the system. Taking a 360 view as part of a product mindset can create meaningful improvements.

AI for CX Empowers Product Teams

When artificial intelligence (AI) tools like those included in the ReDuX platform, are introduced to the mix they supercharge the processes that drive a product mindset. For instance, ReDuX uses AI to build a blueprint of legacy systems. This visual mapping provides a complete picture of the system.

In the podcast, Lisa observes that AI helps teams achieve efficiency at scale freeing up teams to focus on this valuable work. Automating manual tasks and allowing product teams to focus on higher-value work. Using AI to understand the system, business analysts, product designers, architects and others can generate requirements and reimagine the next iteration of the system. Lisa also notes that our teams using ReDuX found that this approach can further streamline decision-making and accelerate modernization.

More AI Tools for CX Experts

In her interview, Lisa addresses the complexities of measuring the impact of CX improvements compared to UX metrics. She discusses how AI can help tease apart complex relationships between online and offline activities to establish a baseline for improvement.

Concluding their discussion, Lisa expresses her excitement about the future, envisioning increased adoption of AI-enhanced solutions like ReDuX to modernize legacy systems more efficiently, ultimately leading to more usable, faster, and satisfying federal services. She emphasizes that efficiency, enabled by understanding the big picture and leveraging AI responsibly, is crucial for this transformation.

In essence, listening to Lisa Hoover’s podcast offers a valuable opportunity to gain insights from a leading expert on the challenges of federal CX, the transformative potential of AI, and practical approaches to modernization through platforms like ReDuX. Her discussion moves beyond surface-level observations to delve into the complexities of legacy systems, the importance of human-centered design, and the strategic application of AI for meaningful improvements in how the federal government and others may serve their customers.

Tune in to the Federal Tech Podcast to hear more. Connect with our team to get unstuck with the ReDuX modernization platform.