Ashley Cortez
Design Lead, NYC Mayor’s Office for Economic Opportunity, Service Design Studio
Devika Menon
Service Design Strategist, City of Philadelphia
Nidhi Singh Rathore
Assistant Professor of Design, Corcoran School of Arts & Design at George Washington University
Danita J. Reese
Service Design Strategist, City of Philadelphia
Mari Nakano
Director of Design, NYC Mayor’s Office for Economic Opportunity, Service Design Studio
Summary
This session is a panel discussion about what community-centered design looks like in local government. We’ll talk about why it’s important to collaborate with communities, the conditions that are required to practice community-centered design, and what it looks like in action.
Key Insights
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Community-centered design empowers residents and frontline staff by involving them in decision-making processes.
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Service design in local government is a young practice that requires an agile mindset and an iterative approach.
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Establishing trust with communities is key; this can be built through honest, vulnerable interactions and transparent communication.
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Emotional capacity and vulnerability among government staff help create a safe environment for community engagement.
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Time is critical; both to build relationships and to allow for genuine community engagement without rushing projects.
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Each municipality has unique dynamics, but shared values around community engagement unite these service design teams.
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Tools and frameworks need to be designed with accessibility in mind to meet diverse community needs.
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Addressing historical inequities in government requires a concerted effort to shift decision-making power to impacted communities.
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The culture of local government must evolve to embrace vulnerability, reflection, and open dialogue to support community-centered practices.
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Creative partnerships and collaborations can help bridge the gap between residents and government, fostering innovative solutions.
Notable Quotes
"Community members and direct service providers embody and shape the community itself."
"Community-centered design is about shifting decision-making power to those most impacted by policies and services."
"Listening is essential; we have to meet communities where they are."
"When engaging communities, we are learning as much from them as they are from us."
"It’s about being uncomfortable, authentic, and critically reflecting on our intentions at every turn."
"The core of community-centered design is having conversations that prioritize resident voices over bureaucratic processes."
"Cultivating a culture of vulnerability and transparency enhances collaboration in government settings."
"Sustainability in community-driven projects involves connecting initiatives with long-term funding and support."
"Time spent building relationships pays off in fostering a strong foundation for ongoing community engagement."
"Transparency is your greatest ally when navigating challenges in government projects."
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