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
"Day one is a commencement, a graduation from candidate to employee, not a paperwork slog."
Russ UngerOnboarding: The Ecosystem, not the Afterthought
November 7, 2017
"You have to think critically about how a change impacts all stakeholders, not just the main business metric."
Erin WeigelGet Your Whole Team Testing to Design for Impact
July 24, 2024
"This client project is very deliberate and explicit in focusing on culture and values."
Stephen PollardClosing Keynote: Getting giants to dance - what can we learn from designing large and complex public infrastructure?
November 7, 2017
"We are all becoming more human in work, stripping away masks and fronts, which strengthens relationships."
Smitha Papolu Nova Wehman-Brown Melissa Schmidt Adam MenterTheme 3 Discussion
January 8, 2024
"It’s not enough to just write down principles—they must be operationalized and made actionable for different teams."
Sarah WilliamsVerizon_A Framework for CX Transformation
January 8, 2024
"The top LLM we tested got only 47% accuracy categorizing Reddit posts, which is sobering."
Karen McGrane Jeff EatonAI for Information Architects: Are the robots coming for our jobs?
November 21, 2024
"Model companies are students in a classroom wanting good points—they’re happy to run external expert evals to improve."
Peter Van DijckHands-on AI #2: Understanding evals: LLM as a Judge
October 15, 2025
"These crafted artifacts are quick, dirty, and temporary—they last just long enough to fuel the conversation and decisions."
Uday GajendarThe Wicked Craft of Enterprise UX
May 13, 2015
"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