Product Thinking: A good customer experience.

Good customer experience isn't a nice-to-have 

This is especially true when services are compulsory, because citizens don't have the option to go elsewhere.

Government case studies

The best government digital products do something specific: they remove a real, named frustration that users were experiencing before. That's different from adding features because they seem useful, or building something technically impressive that doesn't change anyone's day.

11-star framework

The 11-star framework is a tool for recalibrating ambition. Most teams, if asked to describe a great experience, will describe something reasonable (e.g. a friendly interface, clear instructions, fast load times). The exercise pushes you further: keep going until the scenarios become absurd. The absurd end isn't the goal. It's the prompt. Somewhere between adequate and impossible lies an experience that's genuinely worth building.

Exercise

For your problem statement, map what an 11-star experience looks like.