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 must create spaces that allow nature to thrive within our cities."
Lena ShenkarenkoCollaborative Wireframing for Creating Team Alignment and Shipping Better Products
October 21, 2020
"How we are at the small scale is how we are at the large scale—our personal care practices scale to community care."
Sahibzada Mayed Lauren LinCultivating Design Ecologies of Care, Community, and Collaboration
October 4, 2023
"Secondary research becomes a primary choice in user research in the age of AI."
Joerg Beringer Thomas GeisScaling User Research with AI: Continuous Discovery of User Needs in Minutes
September 10, 2025
"Research typically is actually a group endeavor and is most effective when done collaboratively."
Roberta Dombrowski Sam Duong WoloszynskiMaking Research a Team Sport
March 11, 2022
"Mentorship was rare and often tied to paid programs; sponsorship was nonexistent in my career path."
Joseph Williams Nepani Birondo Matt Readman Allison NgoUnlocking impact and influence through inclusive hiring in research
December 16, 2021
"We do experiments not to make things work but to learn something new."
Dan WardFailure Friday #1 with Dan Ward
February 7, 2025
"My ideal state would be to sprout like a potato. That explains everything else."
Dem Gerolemou Alexis Oh Neef RehmanClimate technology fundamentals
May 15, 2024
"We have this tendency that once we’ve made this big mega map, we think we’ve captured the system in its entirety."
Josina VinkNavigating the pitfalls of systems thinking in service design
December 4, 2024
"Traditional design thinking and human-centered design rarely take localized nuances and global trends into account."
Chloe Amos-EdkinsA Cultural Approach: Research in the Context of Glocalisation
March 27, 2023