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

Crystal C. Yan
October 12, 2018

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.

Crystal C. Yan

October 12, 2018

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  1. 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
  2. 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)
  3. 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
  4. 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
  5. 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
  6. 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
  7. 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
  8. 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
  9. SKILLS @USDS usds.gov/join • Systems Thinking • Bridging Product Design

    with Service Design • Presenting Research Insights to Public Sector Leaders