UXers
summary
La CNS provides secure online services for 4,500 employees and is extending access to employers and soon workers, moving many paper forms into digital workflows while handling over one million annual calls. The work uses simple, repeatable UX methods—short surveys, pilots, and an accessibility audit to identify barriers for vulnerable users—and introduces a callback appointment system that schedules responses within three business days to reduce paper use and call friction.
AI-written summary · about
chapters (6)
- 0:00Introduction
- 1:54Co-creation and change
- 4:43Accessibility and online services
- 7:31Improving customer experience
- 10:23Online service challenges
- 12:57Impact and future outlook
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