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Mass.Gov asked us to unify Massachusetts state agencies and services, and improve people's online experience with them.

 

We found state agencies struggling to balance high user expectations with unfamiliar work silos.

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My team and I turned those findings into an award-winning, critically acclaimed governance platform that became a model for others:

Meet "SIN.GU.LAR" - a peoples' government platform, with a service and experience model that set the bar for all states across the US.

Having agencies put up their own websites was not enough. Mass.Gov had to Reach Higher. The state had to move towards sustainable and verifiable improvement in digital content and transactions, aligned with the objectives of its citizens. With an experience framework that prioritized seamless integration over individual agency brands, we helped Mass.Gov capitalize on an inflection point, setting an early experience bar. Soon, America followed.

We crafted a seamless, integrated, white-glove brand & service framework, shared by hundreds of state agencies, that now evolves with the changing needs of its citizens.

Our measurable things:
Research, Strategy, Branding, Experience, Design, Business Requirements, Production, and Presentations.
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Reducing guesswork, increasing opportunity:

  1. Constituents interacting with the government online grew to 76%, more than any other medium.

  2. Massachusetts rapidly increased in ranking issued by independent government tech watchdogs and NGOs.

  3. Highlighted by Brown & Cornell Universities in annual 'Governing' reports, and replicated by other states.

“It has been my pleasure to work with Vineet on multiple projects. It's so unusual to find someone in his field who is so user-focused and can set aside ego and really work with the client to meet their needs. Our last project with Vineet was a redesign of the Mass.Gov web portal. We're extremely pleased with the results and have gotten tons of positive feedback. I would, without a doubt, partner with him again.”

 

Susan Parker, Client

Director, Mass.Gov, 2003-2008

Commonwealth of Massachusetts, USA

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