Summary
Four female leads at Coforma reflect on their first year in civic design: a Product Design Lead, a Design Research Lead, a Content Design Lead and a DesignOps Lead. Using diaries, they'll journal about their prior experiences (10 years back), their first year at Coforma, and postulate on the 10 years ahead. Framed in their respective areas of practice, our four panelists will discuss design as discipline, as experience, as architecture and as vehicle for revolutionary change. We hope to uncover multi-potentialities within the civic design and technology space that could influence endless improvements within the private sector.
Key Insights
-
•
Entering Civic design with fresh eyes allows designers to both see systemic issues and bring prior experience to inform change.
-
•
Self-reflection questions like who you design for and who you serve reveal hidden power dynamics and potential saviorism.
-
•
Power in design is situational and fluid; one can have power in some contexts and not others, requiring continuous reflection.
-
•
Gatekeeping in design happens at individual, organizational, and practice levels, often through credentials, jargon, and hierarchy.
-
•
Centricity of connection and relationships with users and colleagues is more impactful than pure technical skill or methods.
-
•
The heroic designer narrative is limiting; Civic design requires collaborative, communal approaches without a single hero.
-
•
Design researchers can shift from improving service delivery to influencing policy and early-stage government innovation.
-
•
Long-term, relational engagement with communities is essential to address power imbalances and rebuild trust in Civic design.
-
•
Climate impact is a critical emerging concern for designers, with digital consumption contributing to significant emissions.
-
•
Design operations in government can reduce team friction, enabling focus on human-centered design and community impact rather than processes alone.
Notable Quotes
"I was obnoxiously proud in my 20s, humbled and service-driven in my 30s."
"Designers have long thought of themselves as heroes, but we had to unpack that conception."
"There’s a fine line between a service mindset and saviorism — am I helping communities or using them to feel superior?"
"Power is liquid — you might have it in one space and not in another."
"Gatekeeping happens through language as much as through who’s in the room."
"Centering connection and relationships rather than transactions is the true happy path in design."
"We don’t need another hero — we’re on a journey together, sometimes converging, sometimes diverging."
"Government might expand its self-perception from service provider to facilitator who partners with constituents."
"Design research should be involved in setting early policy vision, not just in delivering on it later."
"Clear is kind — clarity and kindness in content design create meaningful experiences for all."
Dig deeper—ask the Rosenbot:
More Videos
"I hadn’t realized that we were both going to need that advice."
Randolph Duke IIWar Stories LIVE! Randy Duke II
March 30, 2020
"Build relationships before you need them. You can’t create them when the house is on fire."
Corey Nelson Amy SanteeLayoffs
November 15, 2022
"Statistical significance tells you if a change is likely not random, but it does not tell you if the change matters to your business."
Landon BarnesAre My Research Findings Actually Meaningful?
March 10, 2022
"There was a founder who said our job was to coach people to not need us anymore, which is the kind of mindset I wish was more common."
Amy BucherHarnessing behavioral science to uncover deeper truths
March 12, 2025
"Behavioral turbulence happens when flow breaks down, causing chaotic and unpredictable user interactions."
David SternbergUncovering the hidden forces shaping user behavior
July 17, 2025
"Processes are never perfect, but thoughtful testing limits disruption for your team."
Deanna SmithLeading Change with Confidence: Strategies for Optimizing Your Process
September 23, 2024
"Provocative prototypes provoke conversation and surface unspoken values."
Jennifer StricklandAdopting a "Design By" Method
December 9, 2021
"Our team Ops Charter is about amplifying and celebrating the work and impact of design and design Ops."
Rachel Posman John CalhounA Closer Look at Team Ops and Product Ops (Two Sides of the DesignOps Coin)
November 19, 2020
"Grandmas provide grounding, resilience, and long-term perspective often through rituals and storytelling."
Gina MendoliaTherapists, Coaches, and Grandmas: Techniques for Service Design in Complex Systems
December 3, 2024
