Create a Cohesive Civic Design Practice Across Agency, Vendors, and Contracts
Summary
At a large U.S. federal agency, we've partnered across agency personnel, vendors, and contracts to build a single design culture that delivers an exceptional customer experience while meeting evolving business needs. We’ve built collaboration and critique rituals, tooling approaches, and design governance processes to organize 75+ designers into a unified practice all working together on a single, digital experience. We'll share what worked, what didn't, and provide a set of principles and tactics you can use right away – in any government agency – to begin building your own cohesive design practice, even when your ecosystem is anything but cohesive.
Key Insights
-
•
Centralizing research participant recruitment and documentation streamlines user access for multiple contract teams, improving research quality and inclusivity.
-
•
Collaboration across contractor boundaries is critical and can be facilitated by shared communication tools like Slack and regular cross-team meetings.
-
•
Normalizing design tools and processes across contractors ensures consistency, speeds onboarding, and prevents duplicated effort in maintaining design systems.
-
•
A governance-driven collaboration cycle with strict adherence to accessibility and user experience standards is required to launch VA digital applications.
-
•
Making design work and patterns visible early prevents redundant efforts and clarifies which user problems are already addressed.
-
•
Dedicated centralized expert teams in accessibility, content, IA, and QA free designers to specialize and maintain quality in large-scale enterprise projects.
-
•
Legal constraints, such as the Paperwork Reduction Act, limit research interactions, requiring balancing ethical concerns with agile user research.
-
•
Contracts structured around individual products rather than whole user experiences create challenges in coordination and require extra collaborative effort.
-
•
Fostering psychological safety and informal feedback venues enables design teams from multiple companies to share work openly and improve outcomes.
-
•
The VA’s approach has led to millions of veterans using self-service tools monthly, highlighting the impact of cohesive government design practices.
Notable Quotes
"Throwing a potluck sounds easy until you realize you don’t have a group that magically reads each other’s minds, resulting in a random table of snack foods."
"Our digital experience group acts like hosts and planners making sure veterans sit down to a cohesive, inclusive meal, not just disparate dishes."
"We have over 30 contracting teams spread across roughly 10 vendors all working on parts of the veteran experience landscape."
"A government designer aims to reduce UX variation while a contractor may optimize only their single product, creating potential conflicts."
"Reliable access to veterans and other users is fundamental to running quality, inclusive research across many teams and products."
"Slack channels and weekly meetings encourage cross-contract collaboration, avoiding duplication and sharing learnings across teams."
"The collaboration cycle requires following standards for accessibility, content, design system usage, and IA or you don’t launch your product."
"We treat our shared tooling and design system as a product with a dedicated team maintaining reusable components and governance."
"Designers contribute experimental patterns back to the design system early, making their work visible even before full validation."
"We’ve seen self-service tool usage grow from hundreds to millions of veterans served monthly after launching a unified VA platform."
Or choose a question:
More Videos
"The new site had a 19% dropout rate compared to 32% on the old site, showing clear improvement."
Mackenzie Cockram Sara Branco Cunha Ian FranklinIntegrating Qualitative and Quantitative Research from Discovery to Live
December 16, 2022
"Mayor Garcia took a chance on me, and I then took chances on young designers who reflected Long Beach’s diverse community."
Justin Entzminger Terrance Smith Tracy M. Colunga Mai-Ling GarciaRisk and Reward: How to Diversify the Field of Civic Innovators and Designers
November 17, 2022
"Accessibility requires flexible designs, not limited or simplified ones."
Sam ProulxAccessibility: An Opportunity to Innovate
September 8, 2022
"Transparency is building respect for what your teammates do."
Jennifer KanyamibwaCreating the Blueprint: Growing and Building Design Teams
November 8, 2018
"If you want to invite a friend or colleague, the sponsor sessions are free and awesome to attend."
Bria AlexanderDay 3 Welcome
September 25, 2024
"It’s okay to be honest with participants that you’re not the right person to help them and to signpost support respectfully."
Jane Reid Janice HannawaySelf-care in User Research
April 2, 2020
"Executives often ignore potential negative consequences, but surfacing them at least provides awareness and mitigation possibilities."
Sheryl CababaIntegrating Systems Thinking Into Your Practice as a Designer
October 1, 2025
"We didn’t want to be navel-gazy; we wanted to understand the value our teammates would find in a role like this."
Kristin SkinnerTheme 1 Intro
September 29, 2021
"In the post software era, we have to think about how products will behave, not just how they are built."
Ovetta SampsonManaging the Human Engagement Risks of AI
June 10, 2025
