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    "title" : "2021 User Experience Summit |Digital.gov",
    "description": "2021 User Experience Summit",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/event/2021/06/22/2021-user-experience-summit/index.json","item" : [
    {"kicker" : "User Experience","title" :"2021 User Experience Summit","summary" : "A 3-day remote summit covering User Experience (UX) management in the government.","date" : "2021-06-22T11:01:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","start_date" : "2021-06-22T11:01:00-05:00","end_date" : "2021-06-24T16:00:00-05:00",
      "event_organizer" : "Digital.gov","host" : "User Experience Community of Practice","registration_url" : "https://www.eventbrite.com/e/2021-user-experience-ux-summit-tickets-157861645431","authors" : {"jean-fox" : "Jean Fox"},"topics" : {
        
            "design" : "Design",
            "human-centered-design" : "Human-centered design",
            "research" : "Research",
            "user-experience" : "User experience"
            },"primary_image" : { "uid" : "ux-summit-2021", "alt" :
  "Government UX Summit 2021. Join the best and brightest UX researchers and designers from across the government. Hosted by the UX Community of Practice.", "width" :
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  "", "format" :
  "png" },"content" :"\u003cp\u003eOn \u003cstrong\u003eJune 22, June 23, and June 24, 2021\u003c/strong\u003e, the \u003ca href=\"https://digital.gov/communities/user-experience/\"\u003eUser Experience (UX) Community of Practice (CoP)\u003c/a\u003e brought together experts to share their experiences as UX practitioners in the federal government.\u003c/p\u003e\n\u003cp\u003ePlease find descriptions and agendas for the summit sessions below:\u003c/p\u003e\n\u003cdiv class=\"usa-accordion accordion\"\u003e\u003ch3 class=\"usa-accordion__heading\"\u003e\n    \u003cbutton\n      class=\"usa-accordion__button\"\n      title=\"View \"\n      aria-expanded=\"false\"\n      aria-controls=\"accordion-1\"\n    \u003e\n      \u003cspan class=\"icon\"\u003e\n          \u003csvg\n            class=\"usa-icon dg-icon dg-icon--standard margin-bottom-05\"\n            aria-hidden=\"true\"\n            focusable=\"false\"\n          \u003e\n            \n            \u003cuse xlink:href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/uswds/img/sprite.svg#content_copy\"\u003e\u003c/use\u003e\n          \u003c/svg\u003e\n        \u003c/span\u003e\u003cspan class=\"src\"\u003e\n        \u003cstrong class=\"kicker\"\u003eDay 1\u003c/strong\u003eTuesday, June 22, 2021\n        \u003c/span\n      \u003e\n    \u003c/button\u003e\n  \u003c/h3\u003e\u003cdiv\n      id=\"accordion-1\"\n      class=\"accordion-body usa-accordion__content usa-prose\"\n    \u003e\u003ch2 id=\"keynote-the-future-of-design-must-be-trauma-informed-1100-am---1200-pm-et\"\u003eKeynote: The Future of Design Must Be Trauma-Informed (11:00 am - 12:00 pm, ET)\u003c/h2\u003e\n\u003cp\u003eAfter more than a year of living through a pandemic, we were are all experiencing new normals, new ways of being, and new traumas. Rachael Dietkus talked about her journey from an \u003ca href=\"https://americorps.gov/\"\u003eAmeriCorps\u003c/a\u003e member in 1998, to her time as a federal employee from 2010 - 2016, and her work as a social worker and design researcher focused on trauma in design.\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speaker:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eRachael Dietkus\u003c/strong\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch2 id=\"designing-with-people-of-all-abilities-1230-pm---130-pm-et\"\u003eDesigning With People of All Abilities (12:30 pm - 1:30 pm, ET)\u003c/h2\u003e\n\u003cp\u003eWhen it comes to accessibility more needs to be done to understand how we can best design with people of all abilities. At the \u003ca href=\"https://www.gsa.gov/about-us/organization/federal-acquisition-service/technology-transformation-services\"\u003eU.S. General Services Administration (GSA)\u003c/a\u003e, teams such as \u003ca href=\"https://18f.gsa.gov/\"\u003e18F\u003c/a\u003e, the Technology Transformation Services (TTS) Research Guild, and the TTS Accessibility Guild have been spearheading work to help define best practices. This presentation highlighted approaches to incorporate accessibility in your design practice.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/2021-ux-summit-designing-with-people-of-all-abilities.pptx\"\u003eView the slides (PowerPoint presentation, 14.9 MB, 61 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eRobert Jolly\u003c/strong\u003e — 18F, GSA TTS\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eBen Peterson\u003c/strong\u003e — GSA\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003ePia Zaragoza\u003c/strong\u003e — Presidential Innovation Fellow (PIF), TTS\u003c/li\u003e\n\u003c/ul\u003e\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \u003ciframe src=\"https://www.youtube.com/embed/_QjXiQOa33Y\" title=\"UX Summit 2021: Designing With People of All Abilities\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\u003chr\u003e\n\u003ch2 id=\"engaging-employees-a-critical-step-to-improving-the-customer-experience-cx-145-pm---2-45-pm-et\"\u003eEngaging Employees: A Critical Step To Improving the Customer Experience (CX) (1:45 pm - 2: 45 pm, ET)\u003c/h2\u003e\n\u003cp\u003eImproving the customer experience (CX) starts with improving the employee experience. Leaders that actively empower and engage their employees know that they alone can’t holistically improve their customers’ experiences. They understand that it’s critical for their employees to feel valued and engaged in order for them to want to provide outstanding service and create positive customer experiences. We learned how one government agency discovered the vital behaviors that lead to engaged employees and replicate it at your agency.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/engaging-employees-cx.pptx\"\u003eView the slides (PowerPoint presentation, 3.06 MB, 27 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAiris Gill\u003c/strong\u003e — U.S. Department of Veterans Affairs (VA)\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eMorgan Montes\u003c/strong\u003e, Washington State Department of Revenue\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eJanet Shimabukuro\u003c/strong\u003e, Washington State Department of Revenue\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch2 id=\"humanizing-data-and-success-metrics-300-pm---4-00-pm-et\"\u003eHumanizing Data and Success Metrics (3:00 pm - 4: 00 pm, ET)\u003c/h2\u003e\n\u003cp\u003eUX practitioners value data and evidence. But who determines 1) what data matters, 2) whether decisions should be co-created and shared with frontline teams and the public, and 3) how data practices perpetuate, or don’t perpetuate, structural inequalities? Join us for lessons learned from projects that tried to answer these questions.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/ux-summit-humanizing-data-and-success-metrics-accessible.pptx\"\u003eView the slides (PowerPoint presentation, 7.4 MB, 35 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eFelipe Flores\u003c/strong\u003e — Office of Personnel Management (OPM)\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eMarc Hebert\u003c/strong\u003e — City and County of San Francisco, Human Services Agency\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eTim Lowden\u003c/strong\u003e — Digital Analytics Program (DAP), GSA TTS\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eDarnell Sessoms\u003c/strong\u003e — NYC Mayor’s Office for Economic Opportunity\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\u003c/div\u003e\n\n\u003chr\u003e\n\u003cdiv class=\"usa-accordion accordion\"\u003e\u003ch3 class=\"usa-accordion__heading\"\u003e\n    \u003cbutton\n      class=\"usa-accordion__button\"\n      title=\"View \"\n      aria-expanded=\"false\"\n      aria-controls=\"accordion-2\"\n    \u003e\n      \u003cspan class=\"icon\"\u003e\n          \u003csvg\n            class=\"usa-icon dg-icon dg-icon--standard margin-bottom-05\"\n            aria-hidden=\"true\"\n            focusable=\"false\"\n          \u003e\n            \n            \u003cuse xlink:href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/uswds/img/sprite.svg#content_copy\"\u003e\u003c/use\u003e\n          \u003c/svg\u003e\n        \u003c/span\u003e\u003cspan class=\"src\"\u003e\n        \u003cstrong class=\"kicker\"\u003eDay 2\u003c/strong\u003eWednesday, June 23, 2021\n        \u003c/span\n      \u003e\n    \u003c/button\u003e\n  \u003c/h3\u003e\u003cdiv\n      id=\"accordion-2\"\n      class=\"accordion-body usa-accordion__content usa-prose\"\n    \u003e\u003ch2 id=\"building-empathy-remotely-1230-pm---1250-pm-et\"\u003eBuilding Empathy Remotely (12:30 pm - 12:50 pm, ET)\u003c/h2\u003e\n\u003cp\u003eRemote design research presents a myriad of challenges, and one of the more abstract challenges is how to create empathy with participants. Through the lens of a COVID-19 response tablet distribution program that provided internet access, we explored the creative ways we tried to build empathy with our research participants, and create a shared headspace as a team. Despite only speaking with participants over the phone, we were able to imagine the ways they incorporated their tablets into their daily lives through their stories which left us listening to brand new music and exploring new-to-us android games.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/remote-empathy-revised.pptx\"\u003eView the slides (PowerPoint presentation, 24.3 MB, 20 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAlexander Hoover\u003c/strong\u003e — U.S. Department of Homeland Security (DHS)\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eElyse Voegeli\u003c/strong\u003e — New York City Mayor\u0026rsquo;s Office of the Chief Technology Officer\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch2 id=\"pivot-on-a-deadline-how-to-use-more-testing-not-less-to-drive-delivery-1250-pm---110-pm-et\"\u003ePivot on a Deadline: How To Use More Testing, Not Less, To Drive Delivery (12:50 pm - 1:10 pm, ET)\u003c/h2\u003e\n\u003cp\u003eWhen user research and usability face tightening deadlines, deadlines usually win and testing is the first thing to be dropped from the schedule. The result is often something that meets requirements and the launch date, but not user needs. In this lightning talk, we’ll use the example of the \u003ca href=\"https://www.studentaid.gov/asla/\"\u003eAnnual Student Loan Acknowledgement\u003c/a\u003e to discuss how to keep user research and usability testing central in even the tightest development cycles. Rather than fighting deadlines, use testing to prioritize, divide across releases, and ensure your minimum viable product (MVP) is not just viable, but valuable.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"pivot-on-a-deadline-final-rev.pptx\"\u003eView the slides\u003c/a\u003e (PowerPoint presentation, 2.96 MB, 24 pages)\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/engaging-employees-cx.pptx\"\u003eView the slides (PowerPoint presentation, 3.06 MB, 27 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speaker:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eTait Chamberlain\u003c/strong\u003e — U.S. Department of Education (ED)\u003c/li\u003e\n\u003c/ul\u003e\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \u003ciframe src=\"https://www.youtube.com/embed/5LEZ2LspjQQ\" title=\"UX Summit 2021: Pivot on a Deadline: How To Use More Testing, Not Less, To Drive Delivery\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\u003chr\u003e\n\u003ch2 id=\"discovery-research-for-government-application-programming-interfaces-apis-why-and-how-110-pm---130-pm-et\"\u003eDiscovery Research for Government Application Programming Interfaces (APIs): Why and How (1:10 pm - 1:30 pm, ET)\u003c/h2\u003e\n\u003cp\u003eWhy invest in discovery research to design APIs for government services? What methods to use and what questions to ask? This presentation shared learnings from the U.S. Department of Veterans Affairs (VA) API platform, \u003ca href=\"https://developer.va.gov/\"\u003eVA Lighthouse APIs\u003c/a\u003e. We conduct discovery research to design API functionality that enables Veterans to apply for and appeal benefits. In line with a human-centered design approach to APIs, we use an ethnography framework to approach problems from the perspective of the people who use and manage these benefits, and make sure we’re designing APIs that answer Veterans’ questions and address their needs.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/va-oit-gov-ux-summit.pptx\"\u003eView the slides (PowerPoint presentation, 1.21 MB, 36 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAndrew Fichter\u003c/strong\u003e — U.S. Department of Veterans Affairs (VA)\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eMaria Vidart-Delgado\u003c/strong\u003e — Contractor, U.S. Department of Veterans Affairs (VA)\u003c/li\u003e\n\u003c/ul\u003e\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \u003ciframe src=\"https://www.youtube.com/embed/JjiOp1iz1gE\" title=\"Discovery Research for Government Application Programming Interfaces (APIs): Why and How\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\u003chr\u003e\n\u003ch2 id=\"open-source-information-architecture-design-using-the-tools-you-have-to-conduct-card-sorting-and-tree-testing-145-pm---245-pm-et\"\u003eOpen Source Information Architecture Design: Using the Tools You Have To Conduct Card Sorting and Tree Testing (1:45 pm - 2:45 pm, ET)\u003c/h2\u003e\n\u003cp\u003eHave you ever wanted to conduct a card sort or tree test, but didn’t have the tools? Learn how we conducted a card sort using GitHub and a tree test using a clickable prototype.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/open-source-information-architecture-rev.pptx\"\u003eView the slides (PowerPoint presentation, 24.1 MB, 60 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speaker:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eShannon McHarg\u003c/strong\u003e — Office of Natural Resources Revenue (ONRR)\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch2 id=\"journey-mapping-access-to-justice-300-pm---400-pm-et\"\u003eJourney Mapping Access to Justice (3:00 pm - 4:00 pm, ET)\u003c/h2\u003e\n\u003cp\u003eLearn how \u003ca href=\"https://en.wikipedia.org/wiki/User_journey\"\u003ejourney mapping\u003c/a\u003e can help pinpoint both user needs and process improvement opportunities \u0026ndash; and how, when improved through a user-centered lens, you can create policy changes that result in more equitable access to resident services.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/journey-mapping-access-to-justice.pptx\"\u003eView the slides (PowerPoint presentation, 2.64 MB, 13 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eCrystal Sprage\u003c/strong\u003e — Wyandotte County, KS\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eDaniel Yi\u003c/strong\u003e — U.S. Department of Justice (DOJ)\u003c/li\u003e\n\u003c/ul\u003e\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \u003ciframe src=\"https://www.youtube.com/embed/yvuCZughTHk\" title=\"UX Summit 2021: Journey Mapping Access to Justice\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\u003c/div\u003e\u003c/div\u003e\n\n\u003chr\u003e\n\u003cdiv class=\"usa-accordion accordion\"\u003e\u003ch3 class=\"usa-accordion__heading\"\u003e\n    \u003cbutton\n      class=\"usa-accordion__button\"\n      title=\"View \"\n      aria-expanded=\"false\"\n      aria-controls=\"accordion-3\"\n    \u003e\n      \u003cspan class=\"icon\"\u003e\n          \u003csvg\n            class=\"usa-icon dg-icon dg-icon--standard margin-bottom-05\"\n            aria-hidden=\"true\"\n            focusable=\"false\"\n          \u003e\n            \n            \u003cuse xlink:href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/uswds/img/sprite.svg#content_copy\"\u003e\u003c/use\u003e\n          \u003c/svg\u003e\n        \u003c/span\u003e\u003cspan class=\"src\"\u003e\n        \u003cstrong class=\"kicker\"\u003eDay 3\u003c/strong\u003eThursday, June 24, 2021\n        \u003c/span\n      \u003e\n    \u003c/button\u003e\n  \u003c/h3\u003e\u003cdiv\n      id=\"accordion-3\"\n      class=\"accordion-body usa-accordion__content usa-prose\"\n    \u003e\u003ch2 id=\"conscious-uncoupling-innovative-ways-to-separate-user-habits-from-user-needs-1100-am---1200-pm-et\"\u003eConscious Uncoupling: Innovative Ways To Separate User Habits From User Needs (11:00 am - 12:00 pm, ET)\u003c/h2\u003e\n\u003cp\u003eWe all do things out of habit, whether it’s thawing chicken in the microwave or instinctively clicking the farthest right button to submit a form. But what happens when your users don’t understand why they’re doing things a certain way, when behavior is so ingrained that they can’t differentiate the what from the why? At the U.S. Tax Court, we encountered such habitual thinking while modernizing a decades-old legacy system, where behaviors were unwittingly shaped by technical limitations, systematic training issues, and “that’s just how it is” thinking. We shared creative ways to get to the root of behavior and uncover what users really need.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/conscious-uncoupling-uxsummit-revised.pptx\"\u003eView the slides (PowerPoint presentation, 5.72 MB, 39 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eNatalie Kurz\u003c/strong\u003e — Contractor, U.S. Tax Court\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eKristen Lohman\u003c/strong\u003e — Contractor, U.S. Tax Court\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eJessica Marine\u003c/strong\u003e — U.S. Tax Court\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch2 id=\"patient-powered-innovations-framing-problems-into-opportunities-with-health-1230-pm---1250-pm-et\"\u003ePatient-Powered Innovations: Framing Problems Into Opportunities With Health+ (12:30 pm - 12:50 pm, ET)\u003c/h2\u003e\n\u003cp\u003eAs designers and technologists in government, how can we put the American people first, listening and learning from them every step of the way? In this talk, we heard about how the \u003ca href=\"https://www.hhs.gov/cto/initiatives/digital-services/health-plus/index.html\"\u003eHealth+\u003c/a\u003e methodology at the Department of Health and Human Services (HHS) facilitates patient-centered innovations as part of the \u003ca href=\"https://www.hhs.gov/cto/initiatives/innovation-and-partnerships/lyme-innovation/lymex/index.html\"\u003eLymeX\u003c/a\u003e public-private partnership. We learned about the playbook we\u0026rsquo;ve created to frame problems effectively, starting first and foremost with your stakeholders that are experts in their lived experiences. We also learned about how to apply these human-centered design methods in your own projects.\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speaker:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAlex Wilson\u003c/strong\u003e — HHS\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch2 id=\"overturning-precedent-applying-human-centered-design-to-legal-matters-1250-pm---110-pm-et\"\u003eOverturning Precedent, Applying Human-Centered Design to Legal Matters (12:50 pm - 1:10 pm, ET)\u003c/h2\u003e\n\u003cp\u003eDesigners across government must build rapport with subject matter experts (SMEs) in economics, policy, and other fields who often bring an analytical approach that clashes with the creative methods of design. How do we build bridges across disciplines? This case study shared insights on the application of a human-centered design approach to the \u003ca href=\"https://www.consumerfinance.gov/office-civil-rights/eeo-policy-and-reports/\"\u003eEqual Employment Opportunity process at the Consumer Financial Protection Bureau\u003c/a\u003e (CFPB). Learn about ways to develop frameworks for co-creation with SMEs, navigating differences between legalese, service design, and plain language, as well as how to move from procedural actions to intentional interactions.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"overturning-precedent-alexis-finalrev.pptx\"\u003eView the slides\u003c/a\u003e (PowerPoint presentation, 412 KB, 10 pages)\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speaker:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAlexis Schilf\u003c/strong\u003e — CFPB\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch2 id=\"establishing-a-customer-centric-culture-at-nrc-110-pm---130-pm--et\"\u003eEstablishing a Customer-Centric Culture at NRC (1:10 pm - 1:30 pm , ET)\u003c/h2\u003e\n\u003cp\u003eIn order to improve customer experience at the Nuclear Regulatory Commission (NRC), Office of the Chief Information Officer (OCIO) has established a customer experience (CX) capability to drive a customer-centric culture and improve IT service delivery. Since inception, OCIO has designed the strategy for implementing CX, built a CX team, gathered data on customer satisfaction rates for IT services, conducted journey mapping exercises, and built several channels for customer feedback to understand the customer perspective.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/nrc-cxslides-first.pptx\"\u003eView the slides, part 1 (PowerPoint presentation, 17.4 MB, 5 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/nrc-cxslides-second.pptx\"\u003eView the slides, part 2 (PowerPoint presentation, 12.1 MB, 5 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eSarah Bever\u003c/strong\u003e — Contractor\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eScott Flanders\u003c/strong\u003e — NRC\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eGwen Hayden\u003c/strong\u003e — NRC\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eAmy Roundtree\u003c/strong\u003e — NRC\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eBasia Sall\u003c/strong\u003e — NRC\u003c/li\u003e\n\u003c/ul\u003e\n\u003chr\u003e\n\u003ch2 id=\"iterating-on-a-state-level-digital-service-team-colorados-year-one-self-retro-145-pm---245-pm-et\"\u003eIterating on a State-Level Digital Service Team: Colorado\u0026rsquo;s Year One Self-Retro (1:45 pm - 2:45 pm, ET)\u003c/h2\u003e\n\u003cp\u003eState-level digital service teams are still a relatively new entity in the civic tech space. As our Colorado Digital Service team passed our one year anniversary, we wanted to understand: What value did we bring to our agency partners? How did our self-perceived value differ from how our partners saw us? How can we iterate upon our team to help build a more equitable state government for all Coloradans? We conducted a self-retro by interviewing 40+ state government employees who had interacted with us over the past year, and compared that input against our own team’s value statements. The results were illuminating. Learn about what we did well and what we could have done better.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/iterating-on-a-state-level-colorado.pptx\"\u003eView the slides (PowerPoint presentation, 1.30 MB, 22 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eStephanie Cain\u003c/strong\u003e — Colorado Digital Service\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eRandy Hart\u003c/strong\u003e — 18F, GSA TTS\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eKaryn Lu\u003c/strong\u003e — Colorado Digital Service\u003c/li\u003e\n\u003c/ul\u003e\n\u003cdiv\n  class=\"video\"\n  style=\"position: relative; padding-bottom: 56.25%; padding-top: 30px; height: 0; overflow: hidden;\"\n\u003e\n  \u003ciframe src=\"https://www.youtube.com/embed/_zu5htrW8QA\" title=\"UX Summit 2021: Iterating on a State-Level Digital Service Team: Colorado’s Year One Self-Retro\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" allowfullscreen=\"\" frameborder=\"0\" \u003e\u003c/iframe\u003e\n\u003c/div\u003e\n\u003chr\u003e\n\u003ch2 id=\"youre-a-human-centered-designer-trust-me-300-pm---400-pm-et\"\u003eYou’re a Human-Centered Designer! Trust Me! (3:00 pm - 4:00 pm, ET)\u003c/h2\u003e\n\u003cp\u003eHuman-centered design is critical to the success of building modern services. Especially in government, we should build services for people but also with the people - but also \u003cem\u003ewith\u003c/em\u003e the people. But how do you build human-centered products that meet people’s needs without the resources for a dedicated human centered design person? In this presentation, we’ll demonstrate that folks with UX in their title don’t have a monopoly on human centered design methods. Learn about our experience as a team of federal staff who use human centered design methods at the Centers for Medicare \u0026amp; Medicaid Services (CMS) to improve healthcare delivery and care coordination for medicare beneficiaries.\u003c/p\u003e\n\u003cp\u003e\u003ca\nhref=\"https://s3.amazonaws.com/digitalgov/static/you-human-centered-designer-ux-summit.pptx\"\u003eView the slides (PowerPoint presentation, 12.8 MB, 38 pages)\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eIn this session we heard from the following speakers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAlberto Colon Viera\u003c/strong\u003e — CMS\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eNicole Pham\u003c/strong\u003e — CMS\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eSarah Tully\u003c/strong\u003e — CMS\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\u003c/div\u003e\n\n\u003chr\u003e\n\u003cp\u003e\u003cem\u003eThe 2021 Government UX Summit wes sponsored by the \u003ca href=\"https://digital.gov/communities/user-experience/\"\u003eUser Experience (UX) Community of Practice (CoP)\u003c/a\u003e and Digital.gov.\u003c/em\u003e\u003c/p\u003e\n",
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