Reports & Papers

2 Items

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Paper

Human-Centered Policymaking

| April 2020

Human-centered design (HCD) is a complementary discipline that has its roots in industrial design, the discipline that crafts physical products like phones, guitars, and potato peelers. It leverages the qualitative research methods honed in the social sciences—such as ethnography, contextual inquiry, and targeted observations and interviews—to better understand people and interactions. HCD also considers environments, processes, systems, and tools outside of the digital realm. Practitioners often map out customer “journeys” to understand customer experiences across an entire system or ecosystem, not merely a single interface or piece of software. As in agile software development, practitioners of human-centered design iteratively develop solutions to the challenges they uncover, and they rigorously test their solutions with real “users.”

Report - Belfer Center for Science and International Affairs, Harvard Kennedy School

2018 State of Digital Transformation

| October 2018

On June 12-13, 2018, digital HKS welcomed public sector digital services teams from around the world to share stories of success, talk about lessons learned, and discuss the challenges they face in transforming government. The teams convened all agreed on North Star goals of building platform services and putting users at the center; what remains much more difficult is identifying how teams in very different political and technology contexts should think about how to reach that end-state. In this report, digital HKS shares best practices we gleaned from this group, to start a broader conversation for digital services groups around the world about what comes next.