Customer experience (CX) is a shared responsibility in every organization, from top to bottom. Recently, a panel of agency communicators shared tools, strategies, and predictions on how the federal government approaches CX in outreach, marketing, and other different areas.

Here are a few things we picked up from the discussion:

In our last post, we talked about the barriers people face when accessing government services. Today, we’ll outline how people interact with the government using proxies. If you’d like to read the complete series, start here.

Last week, we shared the strategies people employ when interacting with the government. Today, we’ll detail how people learn to navigate government services and what barriers exist to accessing services. If you’re new to the series, start here.

Transcreation is a relatively new term that blends the words translation and creation. In a nutshell, transcreation involves taking a concept in one language and completely recreating it in another language. A successfully transcreated message (either written or visual) evokes the same emotions and carries the same implications in the target language as it does in the source language, but in a way that resonates with the target audience.

This is part two of a series detailing the findings of a team of researchers from 18F and USAGov who studied broad trends in people’s perceptions of and interactions with the government.