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.

Theme One Intro
Gold
Wednesday, November 16, 2022 • Civic Design 2022
Share the love for this talk
Theme One Intro
Speakers: Kara Kane
Link:

Summary

Presented from London, the talk reviews the significant evolution of civic design and government digital services over the past ten years, citing major initiatives like the UK's Government Digital Service (GDS), the U.S. Digital Service, Japan's Digital Agency, and Cyprus's Digital Service Factory. The speaker, a UK civil servant with five years at GDS, shares insights from leadership changes, international collaborations involving over 30 global calls, and the cyclical nature of ideas in government design. Legislative milestones such as the U.S. executive orders on customer experience and service delivery, and European accessibility regulations, are highlighted as crucial enablers. The talk centers on reflecting on past achievements while looking ahead to future challenges, particularly around ethics, power dynamics, and how designers’ roles are evolving. It also calls for preserving valuable lessons from the past, sharing stories openly, and collectively shaping the direction of civic design in the coming decade.

Key Insights

  • Civic design has seen major international milestones in the last decade including launches in the UK, US, Japan, and Cyprus.

  • The Government Digital Service UK was founded 10 years ago and remains a key influence in the field.

  • International collaboration through calls and shared learning plays a critical role in improving government design practices.

  • Design ideas in government tend to be cyclical, often needing leadership or legislative support to gain traction.

  • Key legislation such as the US executive orders and European accessibility regulations have significantly shaped digital government service delivery.

  • The role of civic designers is evolving, particularly concerning power, ethics, and strategic influence.

  • Reflection on career paths and historical work is vital for future success in civic design.

  • The ecosystem of organizations working on civic design in the US has grown notably in recent years.

  • Open sharing of experiences and stories helps carve new paths forward in government design.

  • Leadership changes at high government levels can impact the direction and priorities of digital service initiatives.

Notable Quotes

"Civic design and government design practice have reached many milestones in the past 10 years."

"I’ve worked with international counterparts through 30 calls with designers around the world."

"Design ideas come back around again and again, waiting for leadership or new contexts to take root."

"Legislation like the US executive order on federal customer experience has helped us rebuild trust in government."

"The UK Government Digital Service launched 10 years ago, kicking off a new era in digital public service."

"Ethics and power in design are changing and need to continue evolving over the next decade."

"It’s important to reflect on our work and careers to shape what comes next."

"Openly sharing stories helps us learn from those who came before us and carve new paths."

"The US digital service ecosystem has grown remarkably, showing we’re not alone in this journey."

"High-level leadership changes in government often result in shifts in organizational moods and priorities."

Ask the Rosenbot
Michelle Morrison
Culture Design
2020 • DesignOps Community
Sam Proulx
Online Shopping: Designing an Accessible Experience
2023 • Enterprise UX 2023
Gold
Josina Vink
Navigating the pitfalls of systems thinking in service design
2024 • Advancing Service Design 2024
Gold
Lisa Spitz
Building Trust Through Equitable Research Practices
2022 • Civic Design 2022
Gold
Uday Gajendar
The Rise of Meta-Design: A Starter Playbook
2022 • Enterprise Community
Marisa Bernstein
It Takes GRIT: Lessons from the Small, but Mighty World of Civic Usability Testing
2021 • Civic Design 2021
Gold
Benjamin Real
Showing the Value of DesignOps by Not Having a DesignOps Team
2020 • DesignOps Summit 2020
Gold
John Calhoun
Meters, Miles, and Madness: New Frameworks to Measure the (Elusive) Value of DesignOps
2024 • DesignOps Summit 2024
Gold
Louis Rosenfeld
GenAI for UXers: A Rosenbot Demo and Discussion
2025 • Rosenfeld Community
Daniel Orbach
Zero to One: Co-Creating Operating Models with your Team
2024 • DesignOps Summit 2024
Gold
Catherine Dubut
Bridging Physical and Digital Spaces: Approaches to Retail Service Design
2021 • Enterprise Community
Alissa Briggs
How to Coach Enterprise Experimentation
2015 • Enterprise UX 2015
Gold
Megan Blocker
A Selectively Scrappy Approach to ResearchOps
2018 • DesignOps Summit 2018
Gold
Stephen Pollard
Closing Keynote: Getting giants to dance - what can we learn from designing large and complex public infrastructure?
2017 • DesignOps Summit 2017
Gold
JJ Kercher
A Roadmap for Maturing Design in the Enterprise
2018 • Enterprise Experience 2018
Gold
Greg Petroff
Design is the Differentiator: Bringing New Design Innovations to a Very Antiquated and Very Large Industry
2021 • Design at Scale 2021
Gold

More Videos

Sam Proulx

"Most people with my assistive technology might learn to use the system at a different pace than non-disabled users."

Sam Proulx

SUS: A System Unusable for Twenty Percent of the Population

December 9, 2021

Michael Land

"Design Ops in government requires a lot of diplomacy – it’s about managing relationships and stakeholder expectations."

Michael Land

Establishing Design Operations in Government

February 18, 2021

Shipra Kayan

"We had to push through analysis paralysis and trust our guts as customer-facing teams that knew the business."

Shipra Kayan

How we Built a VoC (Voice of the Customer) Practice at Upwork from the Ground Up

September 30, 2021

Ian Swinson

"People care about titles way too much. I had a guy whose business card said star-bellied sneak—love that."

Ian Swinson

Designing and Driving UX Careers

June 8, 2016

Isaac Heyveld

"The persona of a goalkeeper is helping to triage and prioritize strategy and work for the executive."

Isaac Heyveld

Expand DesignOps Leadership as a Chief of Staff

September 8, 2022

Amy Evans

"Would you feel confident leaving your project success to the flip of a coin based on the fact that almost half of all change fails?"

Amy Evans

How to Create Change

September 25, 2024

Kate Koch

"We are stronger when we work together towards a unified goal – that’s our super healing power."

Kate Koch Prateek Kalli

Flex Your Super Powers: When a Design Ops Team Scales to Power CX

September 30, 2021

Dave Gray

"The higher up you are in an organization, the more distorted your reality is likely to be."

Dave Gray

Liminal Thinking: Sense-making for systems in large organizations

May 14, 2015

Matt Duignan

"Standalone insights destroy the researcher’s ability to storytelling and engagement."

Matt Duignan

Atomizing Research: Trend or Trap

March 30, 2020