Case Study: a government agency improves digital services with ICF’s Lean Volte approach

Government Agency - Customer Case Study

A government agency partnered with ICF to adopt new ways of working, requiring a customer-centric and accelerated approach to digital service design. Their challenge was to ensure their online offerings were highly accessible, usable, and successful in meeting the high expectations of the public and program stakeholders.

ICF implemented its Lean Volte approach, an accelerated design practice using Lean Startup and agile principles. This involved intensive, collaborative workshops with cross-disciplinary teams to iteratively design, test, and refine concepts directly with end users. For the Springboard Beyond Cancer website, this led to a pivotal redesign into downloadable cards and a new "Dreamboard" feature, resulting in a highly usable and customizable site. For the Child Welfare Information Gateway, ICF's assessment yielded a new content strategy, visual design improvements, and backend optimizations to make the complex system more efficient and user-friendly.