The Role of Design in Government

Government design merges public administration practices with design methods to improve services for citizens. It differs from commercial design by focusing on accessibility for everyone and following strict government rules.

The main focus areas in government design are:

• Service delivery: Making processes simpler and legally compliant
• Policy execution: Turning complex rules into clear actions
• Public engagement: Including citizens in decision-making
• Resource use: Working with constraints, limited budgets, and strict rules^[1]

Government designers face different challenges than those in private companies. They need to think about social impact first and make sure services work equally well for all citizens. Their solutions must be transparent and easy to understand.

Government systems contain many opportunities for design improvements. Identifying these opportunities requires a systematic analysis of existing services, program delivery processes, and citizen pain points.

Key areas to examine include:

• Service gaps: Where current solutions don't meet citizen needs
• Process friction: Points where services become slow or confusing
• Access barriers: Issues preventing equal service access
• Digital readiness: Areas ready for digital transformation
• Process inefficiency: Areas of rework, paper processes, and scattered data sources

Mapping these opportunities helps prioritize design efforts. It reveals which improvements will have the biggest impact on public services.

This systematic approach ensures that design resources target the most critical needs. It creates a foundation for strategic improvements rather than superficial changes.^[2]

Understanding who influences and uses government services is crucial for effective design. There are diverse groups affecting public service delivery.

Key stakeholder groups in government design include:

• Direct users: Citizens accessing services
• Service staff: Government employees delivering front-line services
• Policy makers: Officials creating rules and requirements
• Technical teams: Groups maintaining service systems
• Partner agencies: Other departments and external organizations involved in service delivery

Create simple stakeholder maps using influence and interest scales:

• Start with identifying direct interactions, then expand to indirect ones.
• Mark where stakeholders connect and how they affect each other.
• Interview representatives from each stakeholder group, focusing on their goals, pain points, and relationships with other groups.
• Add this information to your current state journey map using color coding for different types of relationships.

Working within government rules and limits requires specific design approaches. These constraints shape how design solutions work in the public sector.

Key constraints in government design include:

• Legal requirements: Privacy laws and accessibility standards
• Security protocols: Data protection and system safety rules
• Technology limits: Legacy systems and approved tools
• Delivery paths: Methods to delivery service interventions with in-house teams or vendors
• Budget cycles: Fiscal year planning and spending rules
• Approval stages: Multi-level review process from different departments

Start by listing all constraints for your project. Group them into "must-follow" rules and "can-change" limits. This helps find areas where design can be flexible while staying within core requirements.

Map each constraint to the specific design decisions it affects. For example, security rules might limit certain user interactions, while accessibility standards shape interface choices. Understanding these connections helps create realistic solutions.

Government services often involve complex paths for citizens. Creating user journeys helps visualize these paths and find moments where services become difficult or confusing.

Key elements to map in government journeys:

• Entry points: How citizens discover and start using services
• Required steps: Essential actions to complete the service
• Decision points: Where users must provide information or make choices
• Wait times: Periods between steps or for approvals
• Exit points: Final outcomes and next steps

Start mapping with one specific user goal. Track each step they take, including interactions with different departments and systems. Note emotional states at each point - confusion, frustration, or satisfaction.

Look for patterns where users often get stuck or need help. These points show where design changes can make the biggest difference. Pay special attention to transitions between online and offline steps.^[3]

Government digital services must work for everyone. Accessibility isn't optional but a core requirement that shapes every design decision in public services. Canada follows the Standard on Web Accessibility^[4], while the European Union follows accessibility standards named EN 301 549^[5]. In addition to these regional standards, there are also the Web Content Accessibility Guidelines (WCAG)— internationally recognized guidelines that set the foundation for digital accessibility worldwide. These standards provide detailed requirements to ensure digital services are inclusive and accessible to all.

Key accessibility areas include:

• Visual design: Clear contrast, readable fonts, and scalable layouts
• Navigation: Simple menus and consistent page structure
• Content: Plain language and clear headings
• Interactions: Keyboard support and error prevention
• Media: Alternative text and captions for all content

Test accessibility throughout the design process, not just at the end. Use automated tools to check basic requirements, but also test with assistive technologies like screen readers and keyboard navigation.

Include users with different abilities in testing, such as users with visual impairments or those who are unfamiliar with technology. Their feedback often reveals issues that automated tools miss and leads to solutions that work better for everyone, not just those with specific needs.

Government design needs clear ways to measure success. Unlike business metrics focused on profit, public service metrics track how well services help citizens.

Key measurement areas include:

• Task completion: How many users finish services successfully
• Service understanding: Ability for users to quickly understand how to interact with the program or service
• Time savings: Reduction in service completion time
• Error reduction: Fewer mistakes in forms and applications, reducing rework
• Support needs: Decrease in help requests
• Access improvements: More people using digital services

Set baseline measurements before making changes. This helps prove the value of design improvements and shows where services still need work. Compare metrics across different user groups to ensure changes help everyone.^[6]

Focus on qualitative and quantitative metrics that show real impact on citizens' lives. Track both digital metrics like completion rates and real-world results like reduced wait times at service centers.

Inclusive design in government means creating services that work for citizens of all backgrounds, abilities, and life situations. It goes beyond standard accessibility to address cultural, social, and economic differences.

Key inclusive design areas include:

• Language access: Multiple language support and clear translations
• Cultural awareness: Respecting different cultural norms and practices
• Economic factors: Solutions for various income levels and resources
• Digital literacy: Support for different tech skill levels
• Life situations: Accommodating various living conditions

Design for edge cases first. Solutions that work for users with the most challenges often work better for everyone. Test services with diverse user groups to find hidden barriers and biases.

Consider both digital and non-digital alternatives for every service. Not everyone has reliable internet access or digital devices. Ensure critical services remain accessible through multiple channels.

Government design systems help create consistent, accessible services at scale. They provide reusable components and clear standards that speed up development while ensuring quality.

Key elements of government design systems include:

• Components: Pre-built, tested interface elements
• Patterns: Standard solutions for common user tasks
• Content rules: Clear writing and formatting guidelines
• Code standards: Development and accessibility requirements
• Design tokens: Core visual elements like colors and spacing

Start by checking if your government already has a design system, as many do. For example, the Government of Canada Design System offers tested patterns that meet accessibility and language requirements.^[7]

Build new components only when existing ones don't meet your needs. Document why standard patterns don't work and how your new solutions maintain consistency with the broader system.

Service blueprints map connections between public services' visible and behind-the-scenes elements. Key blueprint elements include:

• Visible interactions: What citizens see and do when using services
• Staff touchpoints: Direct service interactions with government employees
• Backstage and support processes: Internal workflows and cross-department coordination
• Systems and data: Technical infrastructure enabling services
• Policy requirements: Rules and regulations affecting service delivery

Create blueprints by mapping both citizen-facing and internal actions for each service step. Show how different departments, systems, and staff roles connect to deliver the complete service. Pay special attention to points where services cross department boundaries.

Government services handle sensitive citizen data daily. Following privacy and consent requirements isn't optional. It shapes how services work and what solutions designers can create.

Key privacy areas include:

• Data collection: Gathering only necessary information with user consent
• Information sharing: Clear rules for data exchange
• Storage security: Safe ways to keep citizen data
• Access control: Managing who can see different data types
• Retention rules: When to delete or archive data

Start privacy planning early in the design process. Map what data you'll collect, how you'll use it, and who needs access. Consider privacy impact at each service touchpoint, from form fields to data sharing between departments.

Work closely with privacy and security teams. They help spot potential issues early and suggest solutions that protect both citizens and services. Small design changes can often prevent major privacy problems.