Victor Udoewa is the Service Design Lead of the Office of Public Health Data, Surveillance, and Technology (OPHDST) at the Centers for Disease Control and Prevention (CDC). He is one of the panelists for the Potomac Officers Club’s CX Imperative Forum on January 25, 2024. Get to know more about Victor Udoewa’s background and experiences here.Â
Who is Victor Udoewa?
Victor Udoewa has a passion for design, education, and learning. He promotes the integration of positive deviance, pluriversal methods, and systems practice into the civic design. As part of his efforts to decolonize design, he leads an equity-centered meetup group and Justice by Design. Beyond his professional endeavors, Victor enjoys teaching salsa, singing with his a cappella group, and volunteering as a health trauma and crisis counselor.
Catch Victor Udoewa at the Potomac Officers Club’s CX Imperative Forum
Victor Udoewa is one of the panelists for the CX Imperative Forum on January 25, 2024. He is an important part of the event because he has lots of experience and knowledge in designing customer services, leading in civic design and innovation, and improving government products and services.Â
See the event details here | Register here
You don’t want to miss the CX Imperative Forum, as it will dive into the bureaucratic paperwork challenge in the federal government, echoing President Biden’s call for change. From human-centered design to tech upgrades, the event is all about enhancing service delivery. It’s the key to boosting efficiency, equity, transparency, and citizen-focused services.
Victor Udoewa will be joined by other speakers, including:
- Dana Chisnell from the Department of Homeland Security
- Karen Howard from the IRS
- Jeffery McLaughlin from Radiant Digital
- Dr. Shankar Rachakonda from Radiant Digital
One of Victor Udoewa’s notable speaking engagements was about radical participatory design (RPD) that involves stakeholders, community leadership, and a decolonized approach to the design process.
Victor Udoewa’s Career Timeline
Victor Udoewa is a Service Design Lead in the public sector, a position he assumed in September 2023. As the Founder and CEO of Justice by Design, he drives a vision for service design, equity, and accessibility. Furthermore, his CTO and Chief Experience Officer role at NASA improved employee satisfaction and migrated platforms to NASA-managed AWS.
Victor Udoewa’s extensive experience includes roles at CivicActions, 18F, and Google, where he played key roles in strategy, education, and design. His impact extends worldwide, from educational roles at George Washington University to influencing global digital literacy at Google.Â
Victor Udoewa’s achievements are not limited to the technology sector. He is also a Science and Technology Policy Advisor at the U.S. Department of Homeland Security and USAID.Â
Beyond his professional accomplishments, Victor Udoewa has engaged in music and acted in Main Street Theatre Company.Â
How do Radical Participatory Design and customer experience work together?
Radical Participatory Design (RPD) is a method of designing things that involves everyone affected by the design, like customers and end-users, from the beginning to the end.Â
In the customer experience (CX) context, RPD goes beyond bringing customers into the design process; it makes them leaders. This helps products or services match better with customer needs and make them feel more connected to what they use. The deeper involvement can also lead to higher satisfaction, quicker sales, and stronger customer loyalty.
Centers for Disease Control and Prevention’s efforts to enhance customer experience
The Centers for Disease Control and Prevention (CDC) has been working hard to enhance customer experience. These efforts are part of a broader initiative, “CDC Moving Forward,” to update the agency’s systems and processes.Â
CDC focuses on sharing scientific findings and making it easier for people to use in practical applications. It wants to ensure everyone in the U.S. can access public health services by being more transparent and inclusive. CDC also launched “Clean Slate” to change the CDC.gov website, allowing for easier navigation by cutting down on unnecessary information by more than 60%.
Furthermore, CDC is modernizing its National Electronic Disease Surveillance System Base System (NBS) by asking people to ensure user feedback is continuously solicited and incorporated.
Finally, the CDC has partnered with Maximus to bring in new technology and make it easier for users to get help from the agency using digital tools.
