Summary
In his opening keynote, Christian Bason, CEO, Danish Design Centre, will share insights from his nearly two decades of work with civic design as an approach to human-centred innovation and sustainable change. Based on his experience from running MindLab, the Danish government’s innovation team, as well as academic research and hands-on design projects with public organisations, Christian will assess the past and present of civic design. He will suggest that while it may seem there is a clash between the empathy, creativity and formgiving in design versus the objectivity, analytics and rationality of bureaucracy, they can be reconciled. The world needs both stability and change, and civic designers who can embrace both perspectives have the potential of transforming how we run government to the benefit of people, society and the planet. Christian will end his presentation by proposing some future directions for civic design that can unleash its full potential in the years to come.
Key Insights
-
•
Civic design is not about managing change but discovering what change is needed through empathy and human-centered research.
-
•
Embedding design studios within government ministries enables strategic partnership and long-term innovation beyond isolated projects.
-
•
Despite bureaucracy’s persistence, empathy and design-driven approaches can and must coexist within public institutions.
-
•
Civic design successfully applies across diverse sectors including health, social services, digital government, justice, immigration, and economic development.
-
•
Prototyping and iterative testing enable rapid learning and reduce risks in public sector innovation despite complex stakeholder environments.
-
•
Sustained use of civic design by public managers over 10 years proves its value and lasting impact on policy and service outcomes.
-
•
A key challenge is scaling human-centered culture across entire organizations rather than confining design to specialized teams or labs.
-
•
Future civic design must focus on systemic, mission-oriented challenges addressing cross-sector and multi-level problems.
-
•
Ethics, inclusion, and digital responsibility (for example using a digital ethics compass) are critical in shaping trustworthy technology in public services.
-
•
Next-generation civic organizations should move beyond hierarchy to self-management, trust, and role-based task definitions to fully unleash human creativity.
Notable Quotes
"Civic design is challenging because it’s about discovering what kind of changes are needed, not just managing change."
"It’s a fake contradiction to say empathy and bureaucracy cannot coexist; we need bureaucracy to have empathy."
"Design makes the abstract tangible by transforming concepts into something with form, shape, and expression."
"Embedding creativity, innovation, and design methodologies in the heart of government is a compelling journey many governments are on."
"We must not build procedures and policies before we really need them, and define tasks not by hierarchy but by roles."
"After 10 years, managers who first encountered civic design still believe it’s the right approach and continue to use it."
"Civic design lets us nuance the full range of citizens’ behavior, which often isn’t purely rational."
"We can prototype policies by imagining a citizen’s daily life if a policy is realized, despite political and time constraints."
"The future of civic design is systemic, mission-driven, ethical, inclusive, and regenerative, considering all living things."
"We have to create human-centered organizations where people thrive by trust and recognition, grow with influence, and want to make a difference."
Or choose a question:
More Videos
"We wrote one great security narrative and then just copied and pasted it into every other piece of paperwork."
Marina MartinLives on the Line: The Stakes of UX at the Scale of Government
June 14, 2018
"Video parties allow many teams to engage and observe learnings in a more compelling and digestible way than slides."
Joanna Vodopivec Prabhas PokharelOne Research Team for All - Influence Without Authority
March 9, 2022
"Developers can continue working in their IDEs, just fetching code from GitHub, without leaving their familiar environment."
George Abraham Stefan IvanovDesign Systems To-Go: Indigo.Design Overview and Exploring the Developer Workflow (Part 3)
October 1, 2021
"We found a greater variety and depth of questions that require richer methodologies, so BYO works better for us."
Benjamin Wiedmaier Annie MayfieldRedefining Toolkits: Unbundling to Create a Perfect Match
March 11, 2025
"We practice care by being anti-urgency—questioning if things really need to happen when we think they do."
Sahibzada Mayed Lauren LinCultivating Design Ecologies of Care, Community, and Collaboration
October 4, 2023
"We wrote hypotheses as we believe this pain point matters, here’s how we test it, and how success looks."
Edgar Anzaldua MorenoUsing Research to Determine Unique Value Proposition
March 11, 2021
"Build a program management community of practice so you can formalize partnerships and solve process delivery issues together."
Alnie FigueroaTeamwork: Strategies for Effective Collaboration with Other Program Management Teams
September 8, 2022
"Design review is a time to get comfortable feeling vulnerable and stay curious and open. - Kelly"
Erika Kincaid Brenna Heaps Jessica TsukimuraConnecting the Dots: How to Foster Collaboration and Build a Strong Design Review Culture
June 8, 2022
"Most design ops professionals work fewer than 40 hours per week, with Europeans more likely to keep this balance than their US counterparts."
Angelos ArnisState of DesignOps: Learnings from the 2021 Global Report
October 1, 2021
