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
"Increasing coordinated collaboration increased our service capacity by 200%."
Gina Mendolia Jasmine ToyCoordinated collaboration: a Service Design & DesignOps love story
November 19, 2025
"If you don’t have any work, make some spec work just to show your skills."
Dave Hoffer Joanne WeaverUX Job Search AMA #2 with Joanne Weaver and Dave Hoffer
April 3, 2025
"The very thing that got us into trouble—the complexity of small pieces—is exactly our way out of it."
Jeff SussnaWhat DesignOps Can Learn From DevOps
November 6, 2017
"You need to build relationships and understand who needs to be convinced and what convinces them."
Robin Beers Sonja Bobrowska Mujtaba Hameed Josh MoralesHow to create actionable insight in the face of politics and silos [Advancing Research Community Workshop Series]
October 12, 2023
"Games may seem like recreation, but they also serve as alternative pedagogical tools and cultural spaces."
Yolanda RankinBlack Feminist Epistemology as a Critical Framework for Equitable Design
March 11, 2021
"Forget about the tools 100% at the beginning of the conversation and perhaps all the way to the end."
Sofia QuinteroBeyond Tools: The Messy Business of Implementing Research Repositories
March 10, 2022
"It’s okay to be bossy because we need leaders who are opinionated and thoughtful and have a point of view."
Rachel Posman John Calhoun"Ask Me Anything" with Rachel Posman and John Calhoun, Authors of the Upcoming Rosenfeld Book, The Design Conductors
September 25, 2024
"If you miss any one of these—access to data, insight generation, accuracy, engagement—it’s not truly democratization."
Jemma Ahmed Steve Carrod Chris Geison Dr. Shadi Janansefat Christopher NashDemocratization: Working with it, not against it [Advancing Research Community Workshop Series]
July 24, 2024
"There’s nothing aesthetic to grab onto, so you’re not gonna be focusing on type styles, fonts, colors, photos."
Billy CarlsonTips to Utilize Wireframes to Tell an Effective Product Story
June 6, 2023
