CISA · Service Design · Public Sector
A seven-month discovery and service blueprinting engagement for the Cybersecurity and Infrastructure Security Agency — mapping how shared cyber services reach federal, state, local, and private-sector partners, and where the experience breaks down.
CISA offers shared cyber services to a remarkably broad customer base: civilian federal agencies, state and local governments, and partner private-sector organizations. But the way those services were discovered, requested, and delivered had grown up program by program. Prospective customers struggled to see what was available, program administrators managed demand through fragmented workflows, and the customer experience varied widely depending on which door an organization happened to walk through.
We led mixed-methods discovery research across both sides of the service relationship — in-depth interviews with CISA program administrators and with the service customers they serve, paired with workflow analysis of how requests actually moved through the system.
From that evidence we developed a current-state service blueprint that made the delivery system visible end to end, identified the customer experience pain points concentrated in service accessibility and integration, and then facilitated a remote future-state co-design workshop with cross-agency program managers to shape what better delivery should look like. Every deliverable was produced in Section 508-compliant formats, ready for federal circulation.
The service gaps weren't in the services themselves — they were in the connective tissue. Customers lost momentum at discovery and request, long before delivery began. The research surfaced clear automation opportunities and showed that a single, consistent front door would do more for adoption than improvements to any individual service.
The service redesign concepts informed CISA's subsequent platform investment in the Cyber Marketplace concept — an e-commerce-style service catalog where prospective customer organizations can discover, request, and access CISA's shared services through a single administrative interface, streamlining delivery and strengthening collaboration across agencies.
Critical cyber services only create value when the organizations that need them can find them, request them, and put them to work.