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
"You’ve got to take control of the backlog and position your team as value-driven, not just servicing individual teams."
Andrew MichaelBuilding a Product Insights Team
March 10, 2022
"The US digital service ecosystem has grown remarkably, showing we’re not alone in this journey."
Kara KaneTheme One Intro
November 16, 2022
"We spend millions on content that nobody wanted and that didn’t actually help people navigate their lives."
Patrick BoehlerFishing for Real Needs: Reimagining Journalism Needs with AI
June 10, 2025
"We’re an older company by tech standards—older than Facebook, Twitter, LinkedIn, and even Google by one year."
Chris MosesStretching the Definition of DesignOps with Product Development
November 7, 2018
"Healthcare is not a silver bullet for AI; a lot of context comes from non-verbal cues where generative AI doesn’t apply."
Jennifer KongJourneying toward AI-assisted documentation in healthcare
June 5, 2024
"Changing culture is hard because we’re willing to change actions but resistant to changing beliefs."
Peter MorvilleThe Architecture of Understanding
May 13, 2015
"Change is the only constant, so designing insight sharing with self-directed learning is critical."
Jerome “Axle” BrownHow to Use Self-Directed Learning to Ensure Your Research Insights are Heard and Acted Upon
March 11, 2021
"The timing is key—you want to interrupt them when they are in that flow state."
Marc Majers Tony TurnerInterrupted UX - Add A Dose of Reality To Usability Testing
March 11, 2022
"Climate designers is a hub for designers committed to using creative skills for climate action."
Aiyana Bodi James Christie Marc O'Brien Louis RosenfeldThree Key Climate Initiatives and How You Can Help
September 11, 2024
