A city government exists to provide services to its citizens, though it may not feel that way after spending an afternoon applying for a construction permit. Paper-driven, anachronistic processes continue to paint local governments in a negative light, making citizens’ lives more frustrating. What if cities had compassion for their citizens and approached providing services with user empathy? Existing mechanical processes such as obtaining a small business license or contesting a parking ticket are ripe for a revolution.
Superior user experiences demonstrate compassion for customers. Companies that focus on this have revolutionized industries. Think about Amazon, Google, or Apple. When cities put a priority on creating a great experience for every interaction, they become more compassionate and accessible in the process.