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
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Empathy and humanity are crucial in design and public service.
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Humans have a tendency to forget trauma and normalize suffering, which can lead to historical mistakes.
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The deeper layers of systemic change require attention, as highlighted by Stuart Brand's pace layers model.
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Small acts can provide energy and motivation to make a difference.
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Civic tech is a long-term project that requires patience and sustained engagement.
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Collaboration and coalitions are necessary for meaningful political progress in public services.
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Technology often presents challenges, revealing that issues are about systems more than tools.
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Designing for equity in public services is critical to repairing trust in government.
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Individuals can leverage their skills in various ways to contribute to public good.
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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."
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