Washington state Executive Order 25-06 requires cabinet agencies to improve customer experience. To comply, agencies must map workflows, track results, gather feedback, and create action plans.

This course gives managers and analysts practical skills to gather, review, and act on customer experience (CX) data. You want services to work for people. Research helps us find where they don't, so we can fix the right problems. You'll learn to tell direct service recipients apart from regulated entities and intermediaries. Then you'll focus on research where it drives meaningful change.

You'll use tested methods to frame research questions that lead to results you can act on. You'll gain skills to review customer feedback without special tools or statistical training.

We focus on inclusive research methods and apply an equity lens throughout.

You'll leave with draft work products to adapt for your agency's EO 25-06 compliance: a CX data inventory, research design brief, journey map template, themed findings, and a findings brief template for quarterly reports.

Performance Objectives: After completing this course, you should be able to:

• Tell customer experience data from performance data and spot gaps in your agency's current data.
• Map your agency's customer landscape, including direct service recipients, regulated entities, and intermediaries.
• Frame research questions you can act on and choose methods based on your resources, using an equity lens.
• Create a journey map with customer experience data overlay for a key agency service.
• Use qualitative methods like affinity mapping and thematic coding to review customer feedback without special software.
• Break down findings by group to spot equity gaps in how different people experience services.
• Rank findings by impact, effort, and equity to inform Customer Experience Improvement Plans.
• Write clear findings briefs in plain language for busy leaders.
• Design feedback loops you can sustain to keep listening to customers over time.

Prerequisite: You will complete 20-30 minutes of pre-work including a CX data inventory.

Intended Audience: Public sector managers and analysts who work in:

• Continuous improvement / Lean transformation.
• Strategic planning and performance management.
• Customer experience improvement.
• Program management and policy development.
• Communication and public engagement.

Sales Tax Notice: Effective October 1, 2025 
In accordance with Washington State law (ESSB 5814), sales tax will be applied to all training services. In addition to the course cost, sales tax will be calculated based on your agency's location and added to your final invoice after the class is completed.