Moving Federal Services Online


Your team has decided to move a multi-step, manual process online. What best practices do you need to follow to build a product with an intuitive user experience and ensure a successful launch for both internal and external stakeholders?

During this session, we will share five lessons learned from transitioning a law enforcement agency’s offline process to an online, self-service platform that you can apply when creating digital products to enhance your agency’s customer service and user experience.

These lessons include:

Identify a Product Owner to increase project success;
Map the offline customer journey to an online, user-friendly experience;
Seek internal stakeholder input throughout the project lifecycle;
Create a Minimum Viable Product and iterate often; and
Prepare your external stakeholders by communicating about the process change.

This session is geared towards:

Project Managers
Product Managers
UX professionals
Federal employees


Katy Bildahl, Project Manager

Katy is a Project Manager at Adfero, a strategic communications agency located in downtown Washington, D.C. With a background in digital communications strategy, Katy brings a well-rounded and critical eye to her role as a project manager. Day-to-day, she oversees the overall vision and web enhancement strategy for a federal agency's external communications team. In addition to her work in the federal space, Katy has led interactive projects for the Graduate Management Admission Council, Pharmaceutical Research and Manufacturers of America, Strategic Investment Group and Rubber Manufacturers Association.

Chris Neigh, Senior Web Developer

Chris’ experience in graphic design and web development are the basis for his strong understanding of user interaction and experience. He has over eight years of HTML, CSS, Javascript, PHP, and MySQL experience and more than two years of experience developing Node.js apps. He has led large interactive projects and site builds for the International Franchise Association, Securities Industry and Financial Markets Association, American Medical Association and a federal agency.

Dawn Whitehead, Project Manager and Certified Scrum Master

Dawn Whitehead is a Project Manager and Certified Scrum Master at Adfero. She has more than five years of technical and creative project management experience. She oversees the Section 508 remediation process and content management and development strategy for a federal agency's website. In addition to this experience at Adfero, she’s led web development efforts for AT&T, Major League Soccer, Erickson Living, American Medical Association, International Franchise Association, Securities Industry and Financial Markets Association and Graduate Management Admission Council.