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Customer Experience

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Solutions Designed for People

Our technologists and CX specialists collaborate with your mission experts to build transformative digital platforms that make every interaction seamless.  We employ human-centered design practices into our Agile process. Our CX specialists perform user research, create personas and journey maps, conduct co-design workshops, and build empathy maps that drive the design of intuitive, easy to use applications. These regular interactions and continuous feedback result in improved user satisfaction and an enhanced overall customer experience.

Areas of Focus

 

 

Experience-Driven Innovationhttps://www.procentrix.com/Lists/Capabilities Master List/DispForm.aspx?ID=148Experience-Driven InnovationCombine customer insights, emerging technologies, and agile methodologies to deliver innovative solutions that delight customers and meet business objectives. Drive measurable impact through continuous improvement and feedback loops.0
Usability Testinghttps://www.procentrix.com/Lists/Capabilities Master List/DispForm.aspx?ID=149Usability TestingEnsure your solutions meet user needs through robust usability testing. Conduct iterative testing sessions, including A/B testing, task analysis, and user feedback, to uncover pain points and optimize designs. Utilize real-world insights to refine interfaces, improve accessibility, and deliver user experiences that are both intuitive and effective.0
Customer Jurney Optimizationhttps://www.procentrix.com/Lists/Capabilities Master List/DispForm.aspx?ID=68Customer Jurney Optimization<div>Use data-driven insights to map and refine customer journeys. Identify pain points, uncover opportunities, and implement solutions that enhance the end-to-end customer experience, driving loyalty and long-term success.</div>0
Omnichannel Customer Engagementhttps://www.procentrix.com/Lists/Capabilities Master List/DispForm.aspx?ID=69Omnichannel Customer Engagement<div>Create seamless, personalized interactions across web, mobile, and in-person channels. Integrate advanced technologies to deliver consistent messaging, improve customer satisfaction, and foster deeper relationships with your audience.</div>0
Human-Centered Designhttps://www.procentrix.com/Lists/Capabilities Master List/DispForm.aspx?ID=67Human-Centered Design<div>Place users at the heart of every solution by combining design thinking principles with the U.S. Web Design System (USWDS) standards. Deliver accessible, user-friendly, and compliant experiences tailored to the needs of diverse audiences. Leverage usability testing, co-creation workshops, and iterative design to ensure solutions are intuitive, inclusive, and aligned with federal digital service guidelines.</div>0

 Other Services

 

 

Cloud Enablementhttps://www.procentrix.com/whatwedo/services/Pages/Cloud-Enablement.aspxCloud EnablementserviceItem01
LOW-CODE SOLUTIONShttps://www.procentrix.com/whatwedo/services/Pages/Low-Code-Solutions.aspxLOW-CODE SOLUTIONSserviceItem01
IT Operationshttps://www.procentrix.com/whatwedo/services/Pages/IT-Operations.aspxIT OperationsserviceItem01
Custom Softwarehttps://www.procentrix.com/whatwedo/services/Pages/Custom-Software.aspxCustom SoftwareserviceItem01
Data and Analyticshttps://www.procentrix.com/whatwedo/services/Pages/Data-Analytics.aspxData and AnalyticsserviceItem01

 Our Experience

 

 

Real-Time Discovery https://www.procentrix.com/ourwork/casestudies/Pages/DHS-STORM.aspxReal-Time Discovery Enabled instant access to precise and relevant information across millions of files within a Cabinet-level agency’s enterprise knowledge base. We harnessed the power of advanced LLMs, RAG, and Azure OpenAI and AI Search Services to enhance discovery capabilities for a broad range of functional and mission users. The solution seamlessly integrates approved commercial technologies and is easily expanded to securely include additional data repositories.caseStudyItem0
Streamlining Court Processeshttps://www.procentrix.com/ourwork/casestudies/Pages/Courts.aspxStreamlining Court ProcessesImplemented a secure external-facing portal to streamline court processes, reduce paperwork, and facilitate rapid information sharing across Federal agencies and external parties. Built on our ProCourts framework, the portal provides a reliable platform and speeds processing time. The portal simplifies the filing experience for external users, with real-time guidance to improve accuracy of submissions, with offline syncing and text alert features.caseStudyItem0
Automating Complex Workflowshttps://www.procentrix.com/ourwork/casestudies/Pages/ICE-eServices.aspxAutomating Complex WorkflowsDeveloped a solution to enable Federal Law Enforcement to submit requests directly for legal approval and transmit and receive requested information from commercial companies electronically. Reduced average turnaround times from 6 weeks to 2 hours. The system employs cloud PaaS, mobile digital signatures, simplified templates to optimize and automate the multi-level approval process and improve the user experience for agents.caseStudyItem0
AI-Enabled Co-Authorhttps://www.procentrix.com/ourwork/casestudies/Pages/AI-METIS.aspxAI-Enabled Co-AuthorAccelerated responses to data calls, correspondence tasks, and ad hoc requests for a Cabinet-level Department using the METIS AI assistant. This GenAI co-author capability employs a RAG framework and advanced LLMs to analyze and interpret inquiries and generate precise, context-aware responses using authoritative sources within the Department’s knowledge repository. Results have shown an average reduction of 80+ hours for each response.caseStudyItem0
Securely Exploit Digital Content https://www.procentrix.com/ourwork/casestudies/Pages/HSI-TALIS.aspxSecurely Exploit Digital Content Speed analysis of digital content for a Federal Law Enforcement agency using TALIS (Translation Analytics Linking and Intelligence System). This reusable framework uniquely integrates Azure AI and Search services to accurately ingest, exploit and analyze content in multiple media formats, and in over 200 languages. TALIS is operable in up to IL6 environments and includes advanced analytic features, including discovery of relationships embedded in data files.caseStudyItem0