Resource Human-Centered Design Forms

Improving Digital Service Design

This session from FormFest 2024 focused on improving service delivery by hearing about work in multiple cities to rapidly digitize service delivery and work by the Department of Veteran Affairs around implementing service design principles in form revisions.

Organizations: Beeck Center for Social Impact + Innovation, Digital Service Network, Code for America, U.S. Department of Veterans Affairs, City of Boston, City of Austin, City and County of San Francisco, City of Philadelphia, MO Studio

Authors: Julia Gutiérrez, Lucy Burns, Anthony Yandura, Mark Janchar, Amanda Krauss, Natassia Chowthi, Oliver Goodman, Courtney Stubbert

Published Year: 2024

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This video features two presentations from FormFest 2024.

The first session, titled “Beyond forms: Digital service delivery,” features a panel discussion where Boston, along with representatives from other cities, will discuss rapid digitalization, the problems cities face in digitizing benefits, and the improvements to service delivery they’re making now.

The second session, titled “Service design principles for improving forms experiences,” is led by the VA’s Veteran Experience Services team. They share service design principles, tools, and frameworks to improve complex form experiences, using real examples to help teams enhance their own processes.