Innovation Mindset

UX Fundamentals and Why It Matters in Government

Led by: Cindy Phan & Keith Wilson

User experience (UX) is not just about making services look better. It is about understanding how people interact with government, identifying where services create confusion or friction, and designing experiences that are easier to access, navigate, and use. For city governments, stronger UX practices can improve service delivery, increase trust, and help ensure that programs work better for the people they are intended to serve.

This workshop introduces the core principles of UX and explores why they matter in government settings. Participants will learn how user-centered design helps agencies better understand resident needs, uncover pain points, and make more informed decisions about service design. Through practical examples and discussion, the session will show how UX can support more effective, responsive, and equitable public services.
Hosted in collaboration with U.S. Digital Response

Understand the core concepts and principles of user experience and how they apply in government
Recognize how UX practices can improve access, usability, and responsiveness in public services
Identify opportunities to bring a more user-centered approach to service design and delivery within their agencies