Put people first

Government must be accessible, available, simple, interactive, and human
Icon showing a group of people

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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