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Alexis Schilf
"We include the employee in decision making."
I work as a Customer Experience Strategist working to make government services more human-centered.
My work involves talking with the people directly and indirectly affected by a service or system and co-creating ideas to address challenges. That means my days are filled by brainstorms, qualitative data analysis, presentations, and collaborative work sessions. I try to shift decision-making power to those most impacted by a decision.
I have found the most impactful work has been the capacity building to help other government employees bring the lens of human-centered design to their work. Laws can be so complex that the human experience can get lost or de-prioritized. I've partnered with teams of operations specialists, human resources personnel, and attorneys who have expressed excitement and appreciation with the new way of approaching their work by intentionally applying a human-centered or customer experience lens. Because of that we've been able to bring employee voice into decision making and make programs and services work better for people.
