Creating better citizen experiences takes a wide range of resources. Here are some favourites:
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Things I’ve worked on myself:
- Usability in Government Systems: User Experience Design for for Citizens and Public Servants
I wrote a chapter in this collection Design for Policymaking - Touchpoint 5-2: Designing Citizen-Centred Public Services
I served as a guest editor for the issue, and co-wrote an article about the digital services strategy work in British Columbia - Government of British Columbia UX Toolbox
I was the primary author for the overall introduction and the design research, strategy, and governance sections.
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Some favourites from friends
- UK Government Digital Service: Service Design Manual
- Lucy Kimbell’s Social Design Methods Menu