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
"This is a conversation, a conference is just a polished snapshot of a conversation that’s happening."
Uday Gajendar Louis RosenfeldDay 1 Welcome
June 4, 2024
"User experience is shaped not just by product interaction but also by pricing, promotion, distribution, and brand communications."
Nicole Aleong Michaela Mora Prayag Narula Brianna SylverWhat UX research can learn from other research practices [Advancing Research Community Workshop Series]
September 14, 2023
"I don’t know anyone who uses the configuration out of the box without customizing it heavily and extensively."
Sam ProulxEverything You Ever Wanted to Know About Screen Readers
June 11, 2021
"We use Stacy’s matrix and James Garrett’s layers of user experience to filter which projects go into the self-service model."
Nora Tejeda Giovanna AlonsoScaling Design Capabilities at BBVA Through a Self-service Design Model
June 10, 2021
"A living systems lens urges us to see wholes, holes, and interdependent relationships in organizations."
Robin BeersNavigating organizational systems: Rethinking researcher’s role in driving change
March 13, 2025
"In large complex systems, the dots are scattered across silos and time zones, making progress feel elusive."
Gina MendoliaTherapists, Coaches, and Grandmas: Techniques for Service Design in Complex Systems
December 3, 2024
"Digital literacy requires someone to examine and peruse information on digital platforms, not just basic use."
Rittika BasuAge and Interfaces: Equipping Older Adults with Technological Tools
February 23, 2023
"Design has a beautiful advantage in understanding the story needed to be market relevant and connect with audiences."
Kevin BethuneGatekeepers and Servant Leadership
January 30, 2020
"AI users have reduced critical thinking skills within just two years of using AI-assisted tools."
Aras BilgenWho does the math: A designer’s journey in building an AI-based tutoring app
June 10, 2025
