When UX Meets Government Crystal Yan United States Digital Service @USDS | USDS.GOV/JOIN 

Introduction @USDS usds.gov/join 

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 

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) 

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 

Joining the government as a UX designer @USDS usds.gov/join 

Medicare is the largest payer in the US. USDS@HHS @USDS usds.gov/join 

USCIS governs the process and content that asylum seekers rely on. USDS@DHS @USDS usds.gov/join 

Scaling the impact of HCD in government @USDS usds.gov/join 

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 

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 

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 

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 

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 

Learning skills critical to being a public sector technologist @USDS usds.gov/join 

SKILLS @USDS usds.gov/join ● Systems Thinking ● Bridging Product Design with Service Design ● Presenting Research Insights to Public Sector Leaders 

SAMPLE JOURNEY MAP @USDS usds.gov/join 

USDS.gov/join 

Digital Services Playbook: playbook.cio.gov Agile Procurement: techfarhub.cio.gov RESOURCES Learn more at usds.gov @USDS usds.gov/join 

Questions? @USDS usds.gov/join