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
"Quantities can be measured, but qualities need to be mapped — that shift feels core to the designer's role."
Jamie Beck Alexander Nina Gregg Shawn Petersen Bill DeRoucheyHow can you find your role in climate?
January 17, 2024
"Avoid leading questions and adjectives so participants use their own words and reveal true values and feelings about money."
Yasmine KhanChecking Bias and Listening to Financially Vulnerable Americans
March 30, 2020
"Capturing quotes directly—even assumed ones—makes empathy mapping more specific."
Aditi Ruiz Christian Crumlish Farid SabitovA PM State of Mind: Empathy Mapping Your Product Manager, Pt. 1
December 6, 2022
"If we don’t find our courage and take on the fight, our field dies."
Jemma AhmedResearch at an inflection point: Adapting to a new era of collaboration, equity, and innovation
March 11, 2025
"Ways to reduce extraction in research is by embedding community-led practices rather than holding the keys to knowledge ourselves."
Sarah FathallahLessening the Research Burden on Vulnerable Communities
March 30, 2020
"Next generation tools are being built not for specialists but for the broader population, like product managers and engineers."
James LangHopeful Futures for UX Research
January 30, 2026
"Researchers are shy about sharing work because they worry about being judged — peer and management support help."
Kate Towsey Jake BurghardtResearchOps AMA with Kate Towsey & Jake Burghardt
October 16, 2025
"Small experiments, planting seeds over time, can shift hearts and minds more effectively than big radical changes."
Katy MogalBut Do Your Insights Scale?
March 12, 2021
"Customer centricity must be part of hiring, performance reviews, and budgeting for it to truly stick."
Crystal YanBuilding a Customer-Centric Culture
March 30, 2020
