We Design Services That

Work For Everyone

What We Do

Services feel best and are most effective when they work for everyone invovled— from policymakers to front-line staff to the citizens they serve.

We apply human-centered design methods within the unique system and constraints of government in order to improve service delivery to the public. We do this at both the implementation and policymaking levels, and we’re committed to feasible service activity improvements that enhance public satisfaction, improve the bottom line, and produce better outcomes.

Our expert researchers, designers, and strategists work closely with government agencies to frame goals, conduct research with stakeholders, prototype new service programs, and plan for implementation with confidence.

How Our Projects Run

Our projects run in three phases.
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Phase 1
Discover

We begin projects by conducting research in order to understand the current state of a service system. This means visualizing the whole set of activities, hearing pain points.

Context-Setting Activities
  • Research Scoping
  • Fieldwork
  • Service Activity Mapping
  • Synthesis of User Needs
  • Design Storytelling
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Phase 2
Design

In collaboration with the public, front-line staff, and policymakers, we design new service offerings and tools. We do this by turning research insights into design priciples and then developing and testing prototypes of new potential programs and tools.

Co-Design Activities
  • Theory of Change Creation
  • Co-Design and Prototyping
  • Design Refinement
  • Pilot Program Planning
  • Defining Outcome Metrics
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Phase 3
Evaluate

Before scaling-up, we test new service offerings to ensure their efficacy. Small-scale pilot programs allow us to debug program activities so that new programs can be scaled-up with confidence that design, financial, and human resource problems have been addressed.

Implementation Activities
  • Feasibility Review
  • Real-World Testing
  • Evaluation
  • Up-Scaling
  • Implementation Planning