Here’s one of my favourite things I’ve worked on in my career, this OMB Customer Journey for a survivor of a disaster. We mapped what agencies disaster survivors have to navigate to repair their homes or otherwise secure shelter www.performance.gov/cx/assets/fi...

One of my core beliefs is that people should never be expected to understand how a government (or a health insurer, or any private service provider) is organised in order to get the service they reasonably expect. This goes double for when they are in a low point in their lives like post-disaster