Jo’Anne Langham is an experienced independent consultant with a strong background working in public policy. Her capabilities include human-centred design, statistical data analysis, and public administration. Jo’Anne holds a Doctor of Philosophy (Ph.D.) focused on economic psychology - tax compliance at the University of Queensland.

She formerly worked as a Senior Director of Corporate Research and Intelligence at the Australian Taxation Office where she created a professional social research capability. She has also acted as a Governance Review Lead responsible for managing stakeholder relationships and the design of new operating models.

Jo’Anne’s latest Ph.D. work has investigated citizen experience measurement from a public sector perspective. Her framework titled ‘XE Heuristics’ looks at measuring the effectiveness of client and citizen focussed design.

Discussed in this episode:

The origins of citizen focused experience design
Government adoption of a citizen-focussed approach
The importance of measuring and modifying design
Developing metrics for client experiences
An introduction to Jo’Anne’s experience measurement framework
Creating customer journey maps
Using the framework to improve public sector outcomes

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Ep#29: Government to Client. Measuring the effectiveness of experiences, with Jo’Anne Langham