Government digital services consistently score at the bottom of customer experience rankings. Human-centered design is the methodology that's changing this.
What HCD Looks Like in Government
The agencies that have made the most progress have done so by building small, empowered teams that move faster than traditional government procurement allows, conducting genuine user research with actual constituents, and shipping working software iteratively.
The Equity Imperative
Government services often disproportionately serve vulnerable populations. Human-centered design in government isn't just about convenience — it's about equitable access to rights and services that people depend on.