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
"We treat foundational and tactical research differently, using more flexible structures where rigid reports don’t fit."
Matt DuignanHITS, Microsoft's internal human insight system: From research library to living body of knowledge
July 16, 2019
"Too often journeys are these beautiful artifacts that no one actually understands or uses."
Sean DolanA Practical Look at Creating More Usable Enterprise Customer Journeys
October 31, 2019
"I call this an anti org chart because it’s organic, messy, and structures emerge rather than imposed."
Saara Kamppari-MillerCartography for Design Communities
September 10, 2025
"Done is better than perfect. You can always refine afterwards."
Tiffany ChengDesigning in a Pandemic: Integrating Speed and Rigor
June 9, 2022
"Batch edits allow updating multiple variables at once and moving them between design systems without losing their connection to the foundation file."
Ryan Matthew Alex KurchevDesignOps without Boundaries: Building More with What You Have
September 10, 2025
"Good research does not speak for itself; it requires a whole communication plan and explicit role as a catalyst for change."
Robin BeersBeyond Insights: Researchers as Organizational Change Catalysts
March 25, 2024
"People generally want to help and tell what they genuinely believe; they’re just terrible at accurate recall."
Sam Ladner Megan Blocker Tanvi Dhond Katie Hansen Ricardo MartinsMethodologies: Beyond the interview [Advancing Research Community Workshop Series]
September 4, 2024
"If you’re a Theory X manager, you believe work is something people hate and must be controlled."
Sam LadnerData Exhaust and Personal Data: Learning from Consumer Products to Enhance Enterprise UX
June 8, 2016
"If you had to visualize what you thought you agreed to in a meeting, a lot of times there’s misalignment."
Billy CarlsonPrinciples of Team Wireframing
October 2, 2023
