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Designing the Unseen: Enabling Institutions to Build Public Trust


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If we seek to build effective, trustworthy public institutions, we must look for opportunities to affect change with design in ways that aren’t immediately obvious. It’s important to focus on designing great customer experiences. But equally as important and perhaps less visible are the experiences of government employees with heavy workloads and scarce resources, internal systems, processes and data sources, as well as infrastructure and platforms that are prerequisites for building great products. These factors shape the ability of institutions to effectively do their work. And they are areas ripe for design.

Public servants and civic technologists have an important role in restoring trust in our institutions. By building services that provide equitable access to benefits, seamless transactions, and streamlined user experiences, we have an opportunity to strengthen confidence in our government’s ability to serve people’s needs.

Drawing from nearly a decade of experience supporting digital services—from rebuilding to launching integrated benefits programs nationwide– attendees will learn how Nava practices design within critical, yet often unseen scenarios, enabling the government to deliver transformational digital services to millions of people across the country.