How federal agencies combine human-centered design and DevOps to improve customer experience

GovTechWorksGovTechWorks reports that the Department of Veterans Affairs and the National Geospatial-Intelligence Agency are focusing on user needs, deploying changes rapidly, and releasing much better services faster.

Both agencies are working directly with users to see how they interact with government systems. Agile and DevOps methods are then employed to ensure continuous improvement.

From the article:

At the National Geospatial-Intelligence Agency, developers . . . focus hard on balancing speed, quality and design for maximum results. “We believe that requirements and needs should be seen like a carton of milk: The longer they sit around, the worse they get,” said Corry Robb product design lead in the Office of GEOINT Services at the National Geospatial-Intelligence Agency. “We try to handle that need as quickly as we can and deliver that minimally viable product to the user’s hands as fast as we can.”

DevOps techniques, where development and production processes take place simultaneously, increase speed. But speed alone is not the measure of success, Robb said. “Our agency needs to focus on delivering the right thing, not just the wrong thing faster.” So in addition to development sprints, his team has added “design sprints to quickly figure out the problem-solution fit.”

Read the full article: Design thinking and DevOps combine for better customer experience | GovTechWorks

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