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
"If you smush all of these things together, you get the perfect whole."
Dr. Jamika D. Burge Jemma Ahmed Chris GeisonBridge Building across Research Disciplines
August 26, 2021
"Being trauma-informed means caring for yourself, forgiving your mistakes, and moving forward with humility."
Matt Bernius Sarah Fathallah Hera Hussain Jessica Zéroual-KaraTrauma-informed Research: A Panel Discussion
October 7, 2021
"A gardening metaphor fits culture better than cold, invisible icebergs because it highlights nurturing and growth."
Stephen AndersonPuzzled? How to Coordinate Humans for Complex Challenges
May 27, 2021
"Authentic leaders tell you why you are here before telling you what to do or how to do it."
Iram ShahClosing Keynote: The View from the Top
June 4, 2019
"Working with video should be as easy as working with text."
Prabhas Pokharel Mayo NissenOrder and Chaos: New Ways of Collaborating on Synthesis and Storytelling
March 10, 2022
"Soft skills often are a multiplier on your hard skills—they’re just as valuable, if not more so."
Liam ThurstonWhy Your Design Team Is Quitting, And How To Fix It
June 10, 2022
"If AI makes building trivial, the challenge shifts to figure out who’s best to decide what to make."
Erin MaloneUnderstanding the past to prepare for the future
July 19, 2024
"Machines can identify correlation via association, but it’s extremely difficult for them to reason and identify causality."
Liwei DaiThe Heart and Brain of the AI Research
March 31, 2020
"You can own the infrastructure that allows knowledge to flow but you can't actually own the knowledge itself."
Kate TowseyAsk Me Anything (AMA) with Kate Towsey
April 2, 2025
