Services

HCD Training & Capacity Building

• Train your IT & business teams to respond to the emerging needs of public sector customer experience needs

• Learn practical skill sets in building user personas, user stories, journey maps, and process diagrams to propel digital transformation

• Leverage UX design talent to develop client-ready consultants

• Train the trainers on how to think and advocate for their customer’s customer

• Train executive leadership to stay innovative and leading-edge in the new experience-based economy

CX Strategy & Management Consulting

• Leverage deep subject matter expertise, and market-insights to launch or re-calibrate service delivery or project teams

• Conduct discovery workshops and strategy sessions to leverage your company’s best assets toward growth

• Deeply understand the trends and needs of the pubic sector to propel your brand and position

Customer Testimonials

Charlotte brought a whole new perspective to our digital experience project. She really helped us take a step back, look up from the "microscope", and look at our project holistically and from the customers perspective. She helped us compile project artifacts like journey maps, user personas, low fidelity wireframes across systems, presentations to stakeholders, and so much more. Charlotte is a CX evangelist and was a crucial part of our project.

-Maggie Podgwaite-Rodriguez, Product Owner, General Services Administration

Charlotte is the best in Customer Experience! She led a customer experience process at the U.S. House of Representatives that has helped launch a major modernization initiative there. I look for any opportunity I can to work with Charlotte and she always amazes.

-Ari Hershowitz, Chief Executive Officer, Govable

There is no other person that understands the power of a good UX / CX framework. Charlotte was pivotal in helping us transform to a HCD driven enterprise.
-Krista Yager, Chief Digital Officer, National Government Services

Past Clients (Government)

Past clients (Commercial)

About the Founder

Charlotte Lee is an award-winning customer experience and human-centered design practitioner based in Washington D.C. In 2021, after 10 years of entrepreneurship, she joined Granicus as the Strategic Lead for CX and Innovation. She is also an adjunct faculty for the University of Virginia’s Customer Experience Leadership Institute (CELI) in Northern VA, where is a founding advisor and curriculum designer.

She is driven by her own vision of a better connected, empathetic, modern, and trustworthy government service delivery for people all around the world. She has developed foresight from assisting senior government executives from over 15 federal agencies in designing, developing, and implementing their plans for digital transformation. When she is not working to better connect governments with their constituents with her brilliant team at Granicus, she can be found serving as an industry advisor to the ACT-IAC Community of Interest, and contributing what she can to Congressional modernization initiatives, where she feels technology can strengthen democracy.

Monday DC was established with the mission of solving complex problems with design thinking and thoughtful use of technology. We take a multi-media approach to approach the vision that technology should serve people and enrich humanity. We focus on the training companies and agencies to quickly grow expertise in-house. Often, clients have hired us to bring expertise in Human Centered Design, User Experience Design, and Customer Experience but found it more effective to grow the practice internally. We also seek to educate all those who wish to help design a better digital world. We do this by adopting the principles of human centered design in all that we do.

Our Guiding Philosophies

1. Spaceship Earth: We are all in this together, and we are all intrinsically called to design a beautiful and better world.

2. The 4 Toltec Agreements: Make No Assumptions, Be Impeccable with Your Words, Nothing is Personal, and Do Your Best.

3. Human Centricity: People over processes, policies with principles not politics.

4. Cradle to Cradle: Apply systems thinking, build with the end in mind. Best if the end of something enables the start of something better.

5. Strength in Transparency: Integrity, honesty, and openness.