Summary
Moving beyond the service blueprint or user journey map, this case study explores some of the more non-traditional outputs and outcomes driven by service design, particularly through the lens of creating long-term transformational change. Stefanie will overview a variety of recipes for achieving transformative outcomes at three levels within government agencies: the product/service experience, program-wide or platform initiatives, and fundamental agency technology operations. The challenges for each layer are unique, but also offer different opportunities for where service designers can achieve sustainable, real impact. We’ll explore specific examples achieved by a breadth of designers, product managers, and engineers working within government before exploring how this model might be replicated across other partner government agencies to achieve our vision of making more government services become as simple, effective, and accessible as possible.
Key Insights
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Transformation design can bring about change at multiple levels including service, program, and operational layers.
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Designers can create a significant impact even in technical infrastructure settings by identifying user needs and bureaucratic bottlenecks.
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Human-centered design contributes to a culture of agile iteration, leading to more adaptable governmental services.
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Optimizing service experience can result in increased efficiency and improved service delivery for public programs.
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Cross-functional collaboration fosters shared understanding and helps break down silos within government agencies.
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Service design can influence policy and create a future-focused vision that enhances program effectiveness.
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Streamlining operational processes can lead to substantial cost savings and better service delivery timelines.
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Creating shared tools and languages among teams can exponentially increase the effectiveness of design interventions.
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Long-term transformation goals necessitate embedding design thinking deep within government operations.
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Government agencies can leverage successful projects as playbooks for replicable transformation across different departments.
Notable Quotes
"Let's talk about transformation design and how service design can achieve transformational outcomes."
"Build better foundations, not better facades."
"We're not just making user experiences better, we're influencing policy and operational frameworks."
"Our mission is to transform services for vulnerable populations to be simple, fast, equitable, and accessible."
"Through human-centered design, we can help agencies navigate the complex landscape of service delivery."
"Designers need to find essential program goals where human-centered design is critical to driving innovative solutions."
"When we optimize the service experience, it impacts the efficiency and integrity of federal benefit programs."
"A shared language and understanding can amplify the impact of service design within an organization."
"Designers in government must work to connect business and technical spaces effectively."
"What one government agency learns can serve as valuable insight for another, fostering a culture of shared success."
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