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Applying Design Thinking To Public Service Delivery
May 11, 2025
Every day, U.S. government entities interact with millions of citizens to execute their core missions.
Serving the citizenry has always has been a foundation of our government and today, rapidly advancing technological innovations are fundamentally changing citizen expectations. The last best experience that anyone has becomes the minimum expectation for the next experience. With these changing dynamics as a backdrop, organizations must begin to re-imagine how they innovate, operate, and engage with clients, employees, and stakeholders. Design thinking -- described as a human-centered approach to innovation that puts the observation and discovery of often highly-nuanced, even tacit, human needs right at the forefront of the innovation process -- is currently enjoying unprecedented attention from organizations in search of avenues for innovation, both in the public and private sector.