Put people first
Government must be accessible, available, simple, interactive, and human
Government must be responsive to the people it serves. This means it has to be accessible, available, simple, interactive, and human. Government decision-makers must develop a deep understanding of the needs of the people the government serves, and prioritize those needs over all else. Government services should solve a complete problem for people, and meet them where they are in life.
The Vision
- User research is conducted regularly on all interactions, products, decisions.
- Staff at all levels, from caseworkers to executives, observe users by using research-based methods.
- Qualitative data and research is an important input into developing policy and services.
- Staff regularly engages in two-way conversations with public communities.
- User communities, such as community-based organizations, provide valuable insights and input.
Resources
Qualitative Research Principles and Resource Guide
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Design Principles that Put People at the Center
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Usability 101: Introduction to Usability
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GOV.UK Service Manual
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USDS Discovery Sprint Guide
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18F Methods
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How to Make Sense of Any Mess
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Style Guides by Government Agencies
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US Web Design System
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Success stories
Building Tools to Meet Our Clients’ Needs
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Bringing Social Safety Net Benefits Online: Examining online platforms for all 50 states
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Conducting Equitable, Socially Distant Research
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Four Lessons from Our Journey to Delivery Human-Centered Integrated Benefits
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How Designers and Engineers Collaborate to Build Accessible Public Services
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