Mark Forman, global public sector head at Unisys, has said agencies should integrate user-centered design methodology into digital government projects to optimize costs, public service and overall mission delivery.
Forman wrote in an opinion piece published Tuesday on Nextgov that the government’s mobile applications and services could be underutilized if project designers do not consider citizen input.
Governments can design tools through UCD methodology from users’ perspectives in efforts to create platforms that fit citizens’ abilities, preferences and needs, Forman added.
Forman said effective UCD leads to outcomes that meet the public’s requirements and expectations; show clear benefits for citizens; and support smooth transition to new services.
Agencies should also combine UCD with development operations to integrate insights on citizens’ preferences and needs to support the development, testing and deployment of new services, Forman noted.