In the high contact, high-touch field of social services, every minute, dollar, and interaction matters. So, a few years ago, when the largest social service agency in the US recognized the need to evolve beyond phone calls and physical office visits to robust digital interactions, it embarked on an ambitious project to modernize its website (its digital front door) and fundamentally revamp the way it delivers services.
The task wasn’t without steep challenges, with serving over 3.5 million customers, LADPSS had to ensure that the site redesign would be visually appealing and easy to navigate. In addition, it had to be accessible on mobile devices, provide critical features such as the ability to apply for benefits, check the status of an application, and comply with American Disabilities Act (ADA) standards.
Using Adobe Experience Cloud and other Adobe tools, LADPSS turned a new page. The new site launched in June 2020, just in time to accommodate customers as the pandemic unfolded. Suddenly, the agency’s customers could view their benefits, learn about services, and explore various resources available. Not surprisingly, the enhanced functionality served as a crucial resource and helped the agency avoid service disruptions.
LADPSS hasn’t looked back. “We recognized that we had to stay a step ahead of customers and conform to the actual journey they are on. The experience we deliver to them couldn’t be based on our terms, it had to be based on their terms,” states Michael Sylvester, Assistant Director and Chief Information Officer, LADPSS.