Policy

Is User-Centered Government Really Attainable?

Government Technology: How might local governments become truly user-centered? By fundamentally changing the ways in which they operate, and the methods by which they work to understand and meet resident needs. The philosophy and practice of user experience (UX) design— wherein a tool, service, or other solution (digital or non-digital) is designed around the needs of users, and tested with them to make refinements before and even after the solution is brought into the world — has gained traction among municipalities seeking to move away from the pitfalls of bureaucratic design. Likewise, in the search to truly understand what users’ needs are, the framework of human-centered design has emerged as an effective and empathetic way to conduct user research, identify and frame problems, and prototype solutions.

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