Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

The Lost Year
Gold
Friday, June 11, 2021 • Design at Scale 2021
Share the love for this talk
The Lost Year
Speakers: Sha Hwang
Link:

Summary

The pandemic made it painfully clear that the failure of critical public services causes real harm, both physical and financial. Our healthcare system is being overwhelmed, millions are pouring onto unemployment, and we’ve seen an unprecedented number of people trying to access government programs. It has never been more important for government services to be simple, effective, and accessible to all, yet we're far from that vision today. In this talk, Sha Hwang, co-founder and chief operating officer of Nava Public Benefit Corporation, will discuss the opportunities designers have to build government services that prioritize equity and resiliency—and the responsibility that comes with designing systems that serve millions of people.

Key Insights

  • Empathy and humanity are crucial in design and public service.

  • Humans have a tendency to forget trauma and normalize suffering, which can lead to historical mistakes.

  • The deeper layers of systemic change require attention, as highlighted by Stuart Brand's pace layers model.

  • Small acts can provide energy and motivation to make a difference.

  • Civic tech is a long-term project that requires patience and sustained engagement.

  • Collaboration and coalitions are necessary for meaningful political progress in public services.

  • Technology often presents challenges, revealing that issues are about systems more than tools.

  • Designing for equity in public services is critical to repairing trust in government.

  • Individuals can leverage their skills in various ways to contribute to public good.

  • Public service roles are evolving, calling for diverse skill sets and inclusive approaches.

Notable Quotes

"Every sufficiently advanced neglect is indistinguishable from malice."

"We are witnesses to a crime."

"None of this was inevitable."

"Progress takes work."

"If institutions cannot keep their promises to the most vulnerable, they might not deserve to solve bigger problems."

"The focus on a few heroic individuals could mislead contemporary activists away from the fact that political progress is won by coalitions."

"We can solve none of these abstract problems if we cannot deliver resilient, effective government services."

"Every thousand people enrolled in healthcare might save a life."

"Do not let the fire that brought you here be the fire that burns you out."

"We have a lot of things that we can hope to influence, but not everything is within our span of control."

More Videos

Jacqui Frey

"We're humans having human experiences; community building has been happening for millions of years."

Jacqui Frey

Flow and Superfluidity for Design Orgs

November 7, 2018

Laura Gatewood

"Everyone almost always knew one another's language in small communities historically."

Laura Gatewood Laine Prokay

Beyond Buzzwords: Adding Heart to Effective Slack Communication

September 23, 2024

Johanna Kollmann

"When insights are communicated poorly, they lose value."

Johanna Kollmann

Insights-Driven Product Strategy: Get your Research to Count

December 6, 2022

Bria Alexander

"Good morning, good evening and afternoon everybody."

Bria Alexander

Day 3 Welcome

September 25, 2024

Billy Carlson

"Starting with an edge case can lead to mainstream innovation."

Billy Carlson

Ideation tips for Product Managers

December 6, 2022

Catherine Dubut

"When expectations are low for process, it’s the perfect opportunity to rifle through new approaches."

Catherine Dubut

Bridging Physical and Digital Spaces: Approaches to Retail Service Design

March 18, 2021

Kim Holt

"The V2Mom framework helps us align our personal and company values effectively."

Kim Holt Emma Wylds Pearl Koppenhaver Maisee Xiong

A Salesforce Panel Discussion on Values-Driven DesignOps

September 8, 2022

Adrian Howard

"We are not special; every discipline is going through transformation right now."

Adrian Howard

Sturgeon’s Biases

September 25, 2024

Asia Hoe

"I learned that design is a spoke on a wheel and that I had to stick to the brief, obey the chain of command and deliver polished pixel perfect designs."

Asia Hoe

Partnering with Product: A Journey from Junior to Senior Design

November 29, 2023