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This. We need to reframe Government as a Service for citizens, not a bureaucracy.
Those inside government often have policy expertise, not UX chops. Part of governance is managing the expectations & experience of citizens in dealing with government.
Those inside government often have policy expertise, not UX chops. Part of governance is managing the expectations & experience of citizens in dealing with government.
One experiment I'd love to see a Presidential candidate address: Embed small 3-10 person UX teams at each agency to participate in the process of developing policy, practice, + streamlining interfaces between government agencies, citizens, and other stakeholders.
Citizens who have not committed any crime and who are not seeking to profit from an interaction should NOT be forced to spend their own money to achieve successful outcomes when interacting with the government.
Small businesses similarly should not be required to make massive investments in legal and HR teams to ensure compliance with labor laws and industry-specific regulation...
And that includes the process of paying taxes - there should be no need for citizens to pay (or be tricked into paying) third-party organizations in order to find out how much money they need to send to the government.
UX designers and architects are the obvious solution to ask the right questions that will make government work FOR THE PEOPLE, instead of the other way around.
Understand how citizens think and work, and design government to make their lives EASIER.
Understand how citizens think and work, and design government to make their lives EASIER.
And rotating teams (or members) amongst departments would prevent stagnation or in-group thinking that comes with too much SME.
