About ICF

Josh DeLung

Partner, Digital Strategy and Experience Practice Lead
Josh DeLung is an expert in digital customer and user experience with nearly 20 years of combined strategic communication and digital strategy expertise.

Josh is a senior strategist and practice lead who has spent more than a decade working in customer experience and user experience (CX/UX) for government agencies, with a primary focus on digital. He leads our public sector experience practice with teams supporting clients with content strategy, CX/UX research, human-centered design, IT product strategy, business analysis, digital analytics, and performance optimization needs.

Throughout his career, Josh has built and led teams who collaboratively research, design, and deploy meaningful, engaging digital experiences.

Josh began his career with us in 2015, leading a portfolio of digital engagement work and applying social analytics to client marketing strategies. His work includes the extensive support of programs within the U.S. Department of Health and Human Services’ (HHS) Administration for Children and Families (ACF), as well as institutes and centers within the National Institutes of Health, and the Centers for Disease Control and Prevention. He has led engagement strategy for the Smokefree.gov initiative, experience strategy for a national consumer education technical assistance effort from ACF’s Office of Child Care, and worked with one of our Fortune 50 health clients to refresh CX initiatives to improve the Medicaid member experience.

Prior to joining our organization, Josh ran the client services department for a woman-owned small business supporting federal public affairs campaigns and websites. He also worked on Recovery Act digital initiatives as part of a mid-size firm supporting the U.S. Department of Energy. Prior to those roles, he was a journalist and public relations professional while serving as an armor and cavalry specialist in the Army National Guard.

Education
  • M.A., Virginia Tech
  • B.A., Marshall University
  • Product Design Certificate, Delft University of Technology
Publications
  • Delung, Josh. (2018). “Government’s Content Strategy is the Linchpin of Citizen Experience.” UX Booth
  • Delung, Josh. (2018).“Is Your Government System One Human Error Away from Crisis?” NextGov.
  • Delung, Josh. (2017). “5 Tips for Federal Managers Balancing Innovation and Execution.” Federal News Radio.
  • Delung, Josh. (2017). “How to Create Thought Leadership Using Long-Form Posts on LinkedIn.” PRNews Pro.
  • Delung, Josh. (2016). “Creating Social Content that Aligns with Your Mission and Cultivates Brand Advocacy.” PRNews Writer’s Guidebook, Vol. 2.81-85.
  • Delung, Josh et al. (2012). “Empowering Citizen-Driven Government through Collaboration and Service Delivery.” Quadrennial Government Technology Review. ACT-IAC Institute for Innovation.

Insights

Paper
How was your experience? CX in government.
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Article
Better, faster customer experience starts with organizational change
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Paper
Using Voice of the Customer (VoC) feedback to drive decision making
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Article
Using UI/UX design principles to improve smartphone-based informed consent
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Article
Embed an experience strategist in IT projects to catalyze success
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Article
Six ways to awaken the dormant value in your agency's web content
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