On September 30, more than 250 employees from 54 state agencies gathered at the Empire State Plaza for the first New York Experience (NYX) Summit.

In-person service design is one of the most immediate and visible ways government touches the lives of New Yorkers.

Every program, every service, every improvement we make has a story behind it, and telling that story well is one of the most powerful ways to build momentum for change.

The New York Experience (NYX) Task Force reconvened to unite agency leaders, innovators, and practitioners with a shared goal: making government work better for the people it serves.

Clarifying customer experience (CX) common myths helps ensure everyone is working from the same foundation and can fully leverage CX to better serve New Yorkers.

Usability testing offers a direct way to see what works and what doesn’t by observing actual users navigating a service.

Plain language is more than simplifying words or cutting jargon. It means writing in a way that people can understand the first time they read it.

The Human Services Call Center (HSCC), shows what’s possible when support services are redesigned with people at the center.

Reimagining how people access health insurance by focusing on easier, faster, and more responsive enrollment.

The New York Experience Task Force came together to keep pushing the boundaries of how New York State serves its people.