Why Citizen Experience Matters in Government
TV shows and movies love to poke fun at government agencies, and for good reason. Many times, that humor reflects a frustrating experience many of us know all too well. The truth is, there is a communal benefit to all of us sharing a particular experience. It helps us connect at a deeper level and it reminds us that we’re all in this together.
But why does that shared experience bringing us together need to be a bad experience? What if, instead, what brings us together is a great experience? Some may say that misery loves company, but I would say that good experiences—things that we love—can bring us together at an even deeper level because they bring out the best in us, not the worst.
A Turning Point in Government Digital Transformation
Government agencies have a bad reputation with citizens, but the blame doesn’t always fall squarely on the agency itself. Government agencies face constraints like budget limits and politics that affect their work and resources. These pressures often force them to prioritize some needs while pushing others aside. Unfortunately, one of those areas that is often not considered critical is improving the citizen’s experience with their platforms and portals.
For far too many years, the user’s experience has taken the back seat waiting for its moment to shine. And now, the wait may finally be over.
The Executive Order on User Experience Design
On August 21, 2025, President Trump signed an executive order aimed at prioritizing the user experience across government platforms. The order launches the America by Design initiative and establishes a National Design Studio within the Executive Branch, introducing the role of Chief Design Officer at the national level. Together, these steps signal a commitment to making government services more intuitive, accessible, and citizen-focused.
What the America by Design Initiative Means for Agencies
As part of this executive order, the President urges heads of agencies to consult with the National Chief Design Officer to ensure government websites better serve citizens. This is undoubtedly a win for citizens, and it’s also a critical step toward repairing the relationship between people and their government agencies.
By improving digital experiences, citizens will be able to access services more easily, find information without confusion, and complete tasks more quickly than they can today. Wondering how I know? It’s simple. I’ve seen it firsthand for 16 years: when you put User Experience Design first, these benefits always follow.
By nature, User Experience is really about making things simple. It helps people complete tasks more easily and find information faster, so they can get exactly what they need from a platform.
3 Key Design Priorities for Government Agencies
- Prioritize Consistency With a Design System
Humans are creatures of habit, and we identify patterns very well. When things stay consistent, it plays into our natural instincts and makes it easier for your agency to deliver a great experience. Adopting a design system will help in achieving this.
- Improve Communication to Reduce Miscommunication
Whatever it is your agency does, you will need to communicate it to your citizens. From what I’ve seen, most misunderstandings that happen at government agencies usually come from miscommunication. Having consistent and clear language across all your communication touchpoints is crucial for cultivating healthy relationships with your citizens.
- Listen to Feedback Through User Interviews and Prototyping
While some may not see this as a design priority, it’s essential for the people creating and building an experience to regularly listen to the people who actually use it. This can often take the form of user interviews to identify pain points and observe real tasks, prototyping new features to gather early feedback, and fostering a culture of continuous learning.
How Government Agencies Can Improve Citizen Experience
Practical steps like adopting a design system, improving communication, and listening to feedback can transform government platforms into tools that truly serve the public. The benefits of prioritizing design in government platforms are clear: easier access, faster service, and more trust in government institutions.
Partnering With SingleStone on Your Design Journey
If you’re part of a government agency—or any organization—looking to prioritize design so the citizens you serve can truly benefit from your work, I encourage you to reach out.
At SingleStone, we work with teams to uncover what’s working well, highlight pain points, and address the frustrations citizens often face. We have a team of accomplished, passionate designers who are ready to come alongside your team to create better experiences and ultimately better serve our fellow citizens.
About the Author
As a Design Lead at SingleStone, Orlando Arias brings a thoughtful, human-centered approach to solving complex challenges for government and enterprise clients. With a background in consulting and a passion for purposeful design, Orlando helps teams turn ideas into experiences that truly serve people.