Public Sector Service Design

A holistic, citizen-centric design approach

Service design is a multidisciplinary approach to the creation and improvement of services, focusing on providing a positive and seamless experience.

Take a citizen-centric approach

Prioritize a user-centric design approach that places the needs and experiences of citizens at the forefront.

Design for accessibility

Ensure digital services are inclusive and accessible to all citizens, including those with disabilities or language barriers.

Collaborate across agency silos

Involve stakeholders from different government agencies in the design process to align on objectives and create integrated and seamless digital experiences.

Communicate clearly

Communicate clearly and transparently with citizens about the digital services available, how to access them, and what to expect.

Test and refine your product

Routinely test and refine digital services based on user interactions, ensuring continuous improvement.

Prioritize privacy

Prioritize robust data security measures to protect citizens' sensitive information.

Integration with existing systems

Consider how digital services will integrate with existing systems, infrastructure, and processes within the public sector organization.

Understand the broader context

Evaluate all touchpoints, interactions, and processes in the service ecosystem to identify opportunities for digital experience improvements.

Ethos

Guided by the principles of citizen-centricity, inclusivity, transparency, and adaptability, we are committed to positive change through the design of digital services for the public sector.

Methods

Thoughtful work begins with clearly defined objectives and selecting the right methods.

Product strategy and planning

Research and discovery

Requirements gathering

Stakeholder alignment

Content audit and strategy

Accessibility audits and analysis

Service design strategy and mapping

User research and testing

Qualitative and quantitative data gathering

User/customer insights gathering and analysis

User/customer journey mapping

Audience persona development

Prototypes and usability testing

Human-centered UX/UI/CX

Mobile-friendly, responsive design

Multilingual interface

Content strategy

Content audits and analysis

Scalable information architecture and navigation

Consistent interaction patterns

Accessible UX / UI patterns

Visual design and branding schemas

Comprehensive template and component libraries

Security planning

Data management strategy

Related Work

Illustration of a floating astronaut with a backpack, ruler, and an apple

NYC Public Schools