User Engagement & Experience Design
Technology that people actually want to use, because it was designed for them.
The federal IT landscape is full of technically successful projects that nobody uses. Systems built without genuine user insight create workarounds, shadow IT, and frustrated workforces that undermine every dollar of technology investment. Goldman Edwards resolves this by placing human needs at the absolute center of every technology decision: before the first line of code is written, before the first vendor is selected, before the first requirement is drafted.
We apply Human-Centered Design (HCD) methodology, behavioral science, and federal-specific change management to build systems that fit naturally into real mission workflows. The result is not just adoption. It is genuine productivity improvement, the kind that shows up in mission outcomes and FISMA metrics rather than just system utilization dashboards.
Executive Order 14058 made federal customer experience a presidential priority, with agencies now evaluated on service delivery quality through 35 High Impact Service Providers (HISPs). Goldman Edwards helps agencies design to these standards from the very first engagement, ensuring your IT investments meet OMB requirements and serve citizens the way they deserve to be served.
Human-Centered Design
Contextual inquiry, usability testing, and journey mapping that uncover the real friction in user workflows before technology amplifies it. We design systems around how people actually work, not how process documents say they should work.
ServiceNow Platform Excellence
Full-scope ServiceNow delivery covering ITSM, CSM, HRSD, GRC, and SPM, configured for federal environments with workflow automation that eliminates the manual handoffs slowing service delivery.
Section 508 / WCAG 2.1 AA
Accessibility engineering integrated from discovery through deployment. Keyboard navigation, screen reader compatibility, cognitive accessibility, and color contrast are built in from the start, not retrofitted at the end.
Change Management & Adoption
Prosci ADKAR-based change programs that address awareness, desire, knowledge, ability, and reinforcement, ensuring adoption is sustained through the critical post-launch period rather than just measured at go-live.
The outcome
Higher adoption rates, measurable productivity improvement, reduced help desk burden, and digital experiences that meet EO 14058 CX standards. These are IT investments that deliver mission outcomes rather than sitting underutilized.