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
"Subpar experiences make it out into the world due to these pressures."
Kit UngerTheme 2: Introduction
June 10, 2021
"Evidence-based strategies focused on human beings may hold the key to breaking free from exploitative practices."
Christopher GeisonTheme 1 Intro
March 25, 2024
"Scalability is a concern; this direct calling approach works best in early-stage products with smaller user bases."
Prayag Narula Abhinav KrishnaDialing for Research: How to Reach the Unreachable
March 10, 2022
"In a hierarchical culture, you ask permission; in an entrepreneurial culture, you ask forgiveness."
Megan BlockerA Selectively Scrappy Approach to ResearchOps
November 8, 2018
"Listening with tactical empathy means understanding the full emotional journey during times of change."
Jacqui Frey Alison RandSetting the Table for Dynamic Change
October 24, 2019
"Leadership growth among UX research is still fairly organic, so we need to learn how to establish ourselves to take leadership roles."
Mac SmithMeasuring Up: Using Product Research for Organizational Impact
March 12, 2021
"A taxonomy system is basically a way to tag different findings and reports so you can find relationships later."
Tony TurnerCapturing Deep Insights
September 30, 2021
"Design always has a seat at the table at Pinterest because our co-founder is a designer."
Meredith BlackScaling Design Culture
November 6, 2017
"Yes-And means your contributions should build upon previous offers, requiring active listening."
Cheryl PlatzCollaborative Creativity through Improv
November 7, 2018