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
"My mom told me some people don’t like black people, and because of that, I wouldn’t be successful in that school."
B. Pagels-MinorBreaking the Tension: The Power of Enabling Your Employees to Show Up Authentically
June 10, 2022
"Bias is constantly evolving; awareness requires trusted human relationships, not just technology validation."
Rachael Dietkus, LCSW Llewyn Paine Nishanshi Shukla David WomackAI: Passionate defenses and reasoned critique [Advancing Research Community Workshop Series]
September 18, 2024
"Categories are dangerous but not bad."
Peter MorvilleThe Architecture of Understanding
May 13, 2015
"It’s important to create space outside work for people to connect to meaningful activities and communities."
Allison SandersOperating with Purpose
January 8, 2024
"Process is neither necessary nor sufficient for great design."
Alastair SimpsonDebunking the Myths of Cross-Disciplinary Collaboration
October 24, 2019
"Bravery is having the courage to buck conventional wisdom and look at the world for how it is."
Jemma AhmedTheme 2 Intro
March 10, 2022
"Whiteness isn’t about color; people of all colors can reinforce white supremacy."
Victor UdoewaBeyond Methods and Diversity: The Roots of Inclusion
March 26, 2024
"Diagrams are life rafts crossing the sea of volatility, helping to get everyone on the same page."
Abby CovertStuck? Diagrams Help
October 27, 2022
"If the game is chess and you're playing darts, no one is going to think you have any value."
Shahrzad SamadzadehWhat Is My Value? Two Takes and Some Mistakes
January 8, 2024
Latest Books All books
Dig deeper with the Rosenbot
How can large healthcare organizations foster coherence and collaboration to better respond to complexity?
How can service design artifacts like customer journey maps risk becoming just check-box exercises?
How can understanding financial arrangements improve a service designer’s influence in organizations?