Research · Public Sector
Government & Citizen Customer Experience (CX)
Evaluate how citizens experience digital government services, from usability and accessibility to where journeys stall, and turn the findings into a prioritized roadmap that makes public services easier to use.
Sample deliverable
Digital Government
Usability
82↑
Accessibility
74↑
Task success
68→
Satisfaction
79↑
A scorecard across the dimensions that matter, with trend direction.
What it does
Evaluate public digital services to improve accessibility.
Evaluate usability
Assess how citizens move through digital services, so friction in real journeys is visible.
Check accessibility
Test for accessibility and digital inclusion barriers, so services work for everyone.
Locate the friction
Find where online service journeys stall or fail, so fixes target the steps that block completion.
Prioritize the fixes
Rank improvements by impact and effort, so the roadmap starts with what unblocks the most people.
How it works
A clear path from start to result
Scope the services
Select the digital services and journeys to evaluate.
Test the experience
Assess usability, accessibility, and completion in real journeys.
Locate friction
Identify where citizens stall, fail, or drop out.
Prioritize fixes
Rank improvements by impact and effort.
Report and guide
Deliver findings and an improvement roadmap leaders can run.
What you get
Deliverables you can act on
Usability
82↑
Accessibility
74↑
Task success
68→
Satisfaction
79↑
Usability & accessibility scorecard
Each service scored on usability, accessibility, task success, and satisfaction, with trend direction.
Friction points ranked
Where citizens stall or fail in online journeys, ranked by how many people each blocker affects.
Accessibility gaps
Current accessibility against WCAG targets, dimension by dimension.
Prioritized improvement roadmap
A sequenced plan of fixes across now, next, and later.
Methodology
A compliance checkbox isn't a usable service
Meeting an accessibility standard on paper doesn’t mean citizens can finish the task. We evaluate the real service journey, find where people drop, and hand back a prioritized roadmap, not just an audit.
Standard accessibility audit
- Checks against a compliance checklist
- Passes on paper while tasks still fail
- Looks at pages, not the end-to-end journey
- Produces findings with no priority order
Intellimark Digital Government
- Evaluates usability across the real service journey
- Finds the friction points where citizens drop off
- Assesses accessibility and digital-inclusion barriers
- Delivers a prioritized, executive-ready roadmap
Verified against established practice and research: W3C WAI, accessibility, usability, and inclusion · GOV.UK Service Manual, user research improves service design
Common
questions
What is a Digital Government assessment? +
An evaluation of the usability, accessibility, and effectiveness of digital government services and citizen-facing platforms.
What does it cover? +
Usability across websites and services, friction in online journeys, accessibility barriers, and service completion patterns.
Who uses it? +
Public agencies and digital service teams improving citizen-facing platforms.
What do you get? +
A usability assessment, a citizen journey and accessibility analysis, friction and gap identification, and a prioritized roadmap.