Scaling the Impact of Human-Centered Design in the Public Sector

Beyond changing interfaces, human-centered design can influence big decisions, especially in government and non=profit organizations. In this talk, we'll cover the four ways human-centered design impacts government—service design and delivery, contracting and hiring talented designers and technologists to social impact teams, design education and strengthening interdisciplinary teams, and human-centered policymaking. Additionally, attendees will learn which top three skills tomorrow's designers and technologists most need to develop in order to truly make an impact in the social and public sectors.

Transcript

1. When UX Meets Government Crystal Yan United States Digital Service @USDS | USDS.GOV/JOIN
2. Introduction @USDS usds.gov/join
3. The U.S. Digital Service is a network of startups across the federal government, using design and technology to deliver better services to the American people. @USDS usds.gov/join
4. INTRODUCTION @USDS usds.gov/join Crystal C. Yan Designer U.S. Digital Service Refugee, Asylum, and International Operations (RAIO) division of US Citizen and Immigration Services (USCIS) Previously: Center for Medicare and Medicaid Services (CMS)
5. Joining the government as a UX designer Scaling the impact of human-centered design in government Learning skills critical to being a public sector technologist Resources AGENDA @USDS usds.gov/join
6. Joining the government as a UX designer @USDS usds.gov/join
7. Medicare is the largest payer in the US. USDS@HHS @USDS usds.gov/join
8. USCIS governs the process and content that asylum seekers rely on. USDS@DHS @USDS usds.gov/join
9. Scaling the impact of HCD in government @USDS usds.gov/join
10. SCALING IMPACT @USDS usds.gov/join • Designing Better Products → Designing Better Services • Hiring Strong Teams & Leading Contracting • Building Interdisciplinary Teams by Teaching Design • Designing Human-Centered Policy
11. USDS@VA designed with veterans to make it easier to appeal a dishonorable discharge. USDS@DHS is designing with asylees to make it easier to navigate the asylum process. DESIGNING BETTER SERVICES @USDS usds.gov/join “If you don’t know the forms, they’re worse than any IRS form you’ve ever looked at.” - Veteran as told to Natalie Moore and Amy Behrens
12. All USDS teams introduce technical interviews and UX design into the hiring process and criteria for hiring federal or contract technologists. HIRING STRONG TEAMS @USDS usds.gov/join
13. Every USDS team leads design workshops at their agency to demonstrate the value of design methods. BUILDING INTERDISCIPLINARY TEAMS @USDS usds.gov/join Image: USDS@HHS
14. USDS@HHS illustrated different policy opinions with wireframes, and enabled 9 million patients to better manage diabetes with technology. DESIGNING POLICY @USDS usds.gov/join Image: Natalie Kates and Anthony Benno Schmidt
15. Learning skills critical to being a public sector technologist @USDS usds.gov/join
16. SKILLS @USDS usds.gov/join • Systems Thinking • Bridging Product Design with Service Design • Presenting Research Insights to Public Sector Leaders
17. SAMPLE JOURNEY MAP @USDS usds.gov/join
18. USDS.gov/join
19. Digital Services Playbook: playbook.cio.gov Agile Procurement: techfarhub.cio.gov RESOURCES Learn more at usds.gov @USDS usds.gov/join
20. Questions? @USDS usds.gov/join