Don’t Name Your Chatbot “Bigfoot”: How Washington State Learned to Listen to Customers and Change the Way They Work

Products as hairy as Sasquatch happen when decisions aren’t driven by the voice of your users. As a CX leader in the home of Bigfoot—the State of Washington—Hannah Burn has walked a path through tactical digital product decisions toward organizational transformation, even amid severe cost constraints.

Hannah will share how she applied a scrappy approach to product feedback, used Qualtrics UX throughout the product development cycle, and changed the way WaTech operates—leading her organization toward human-centered norms. Hear what’s next and how she’s bringing this transformation statewide.