Here’s a little secret: your customer knows your business really well. Yep, they know about your siloes.
Across the federal government, a group of organizations has sprung up to help improve many aspects of the interaction between the citizens and the state, with initiatives touching everything from the immigration system, to the way businesses comply with labor laws, to the way veterans apply for benefits, just to name a few. Amongst this movement of designers, developers, product managers and policy specialists, few think of themselves as service designers, and fewer in federal agencies seek them out. But collectively we are attempting to transform our organizations and the way we deliver services to the American people.
Speaker Jeremy Canfield