Services > Customer Experience

Trusted. Reliable. Intuitive.

Every interaction with your service, whether it’s in person, on the phone, on paper, or online, should build trust in your organization. A successful customer experience practice takes into account the full scope of interactions and is able to turn insights from those interactions into actionable improvement. To get there, organizations must learn people’s needs, design seamless experiences, measure results, and rapidly explore new ideas. 

Ad Hoc can help you create high-quality customer experiences for every person no matter how they connect with your service.

Selected customer experience capabilities

CX operations

Operations and management for research, design, and product

Service visualization

Multi-channel mapping of people’s journey and service experiences

Service discovery and design

End-to-end experience design for every user

Measurement and insights platform

Gather data and put it into action

Process design

Align call center, digital, paper, and in-person processes for consistent omnichannel experiences

CX assessment and benchmarking

Discover organizational strengths and improvement opportunities



in enrollments using the new Medicare Plan Finder compared to the legacy tool. See the story.

Looking at the whole picture

Effective customer experiences require aligning multi-channel public services and internal processes. 

A simplified benefit application form may ease the time tax on your public users, but they won’t get the full value of a customer experience transformation unless the tools your employees use to process those applications are also modernized with a CX focus.

Ad Hoc’s approach to improving customer experience looks holistically at the people, processes, and systems involved in service delivery, and explores inclusive, accessible solutions that reduce burden for all.

First-time users


Internal teams

Third-party organizations

Industry and professional users

Users specific to your service

Going beyond satisfaction metrics

Gathering data about how people experience your services isn’t enough to transform the customer experience of your organization. 

Ad Hoc offers organizations a way to continuously learn from CX metrics and use that to re-prioritize work and deliver value to customers. Here are two guides to take your organization’s customer experience journey to the next level.

Ready to get started?

Email Ad Hoc

Product Field Guide

How to move from project management to product thinking so you can systematically address customer experience issues.

Follow the Guide

Research Thinking Field Guide

User research can drive dramatically better decisions — if the research is applied with systematic, strategic thinking.

Read on

Case study

Medicare Plan Finder

Ad Hoc supported the Centers for Medicare & Medicaid Services in redesigning the Medicare Plan Finder, which allows people to find available plans and enroll. Learn more about Ad Hoc’s work on the Plan Finder tool.

Related approaches used for Medicare Plan Finder:

screenshot of the Medicare Plan Finder dot Gov website
Increase in enrollments
Requests per second
Visitors supported per day