The Housing Service Center serves clients – applicants, participants, residents, and landlords – from across Seattle Housing Authority programs. Due to the multitude of programs and complex needs of our clients, understanding SHA's typical customer and identifying solutions to provide excellent service has been a challenge. SHA is seeking a firm to uncover our customer's journey before, during, and after their experience in the Housing Service Center; and to provide recommendations supported by quantitative and qualitative data in order to improve customer experience in the Housing Service Center. As a result of this project, SHA will be able to address the needs and barriers of our clients through the design, implementation, and evaluation of countermeasures.