Measuring What Matters: The Journey to Experience-Led Services

This presentation explores the real-world journey of how CGI and the Ministry of Justice built a shared approach to User Experience during a major service renewal. Through joint training, open collaboration, and a shared understanding of Experience Level Agreements, we moved from insight to meaningful action. This isn’t a story of delivering UX to a client, it’s a story of building UX with one. Together, we turned curiosity and strategy into measurable change along with the lessons we’ve learnt along the way.