For years, people have associated government services with long lines, outdated websites, and piles of confusing paperwork. Whether it’s applying for a business license, updating your driver’s license, or requesting a copy of your birth certificate, these tasks often involve more frustration than they should. But what if the government experience could feel more like using your favorite app—clear, simple, and even satisfying?
That’s where design thinking comes in. It’s a creative approach to solving problems that focuses on the people who are actually using the services. When applied to public services, design thinking has the power to transform complex, frustrating systems into experiences that feel easy, helpful, and human.
What Is Design Thinking?
Design thinking is all about putting people first. It starts by understanding what users need, how they feel, and what gets in their way. Instead of jumping straight to solutions, design thinking encourages us to ask questions, observe real behavior, and test ideas before making big changes.
Think about how private companies create intuitive experiences with apps, websites, and customer service. They study their users, gather feedback, and improve things over time. Government services can do the same. The key is shifting from a system-centered mindset to a human-centered one.
Why Government Services Often Fall Short
Many government processes were created decades ago and haven’t changed much since. They were designed around the needs of agencies, not the people using them. As a result, services can feel clunky, outdated, and disconnected.
You might have to go to multiple websites, fill out forms with confusing language, or print and mail documents in an age where everything else is digital. Often, you’re left guessing whether your application was received or what the next step is.
It’s not that public workers don’t care—they do. But systems are complex, resources are limited, and change can be slow. That’s why design thinking is so valuable. It provides a roadmap for improving things in a way that truly meets people’s needs.
Putting People First: How It Works
Design thinking starts with empathy. Instead of assuming what people need, it asks them. What’s confusing about renewing your passport? What’s frustrating about applying for unemployment benefits? By talking to real users and seeing their experience firsthand, governments can uncover the pain points that don’t show up in a spreadsheet.
Next comes brainstorming and prototyping. Small ideas are tested quickly—maybe it’s a simpler form, a better email update, or a clearer help guide. These aren’t massive overhauls but small, smart changes based on real feedback. Over time, they add up to a smoother, friendlier process.
Finally, design thinking encourages iteration. Nothing is ever “done.” Services are continuously improved as new needs arise and technology evolves.
Real-World Improvements
We’re already seeing how design thinking is making a difference. Cities and federal agencies around the world are applying these principles to improve everything from tax filing to disaster assistance.
For example, when the U.S. Digital Service partnered with the Department of Veterans Affairs, they redesigned the process for accessing health benefits. Instead of multiple confusing portals, veterans now have a unified, user-friendly dashboard. Wait times dropped, and satisfaction went up.
This same mindset is driving private platforms like GovPlus, which offers an easy-to-use interface for handling important government documents. Instead of navigating multiple sites and forms, users can complete everything in one place—with clear instructions and real-time updates.
Simplicity Builds Trust
When government services are hard to use, people lose confidence. They may avoid applying for benefits they qualify for, or waste hours trying to fix simple issues. That frustration can turn into distrust.
But when services are designed with the user in mind—when things work the way they should—people feel respected. They feel seen. That trust builds stronger communities, better communication, and more engagement with public services.
Platforms like GovPlus show what’s possible when user-friendly design meets government needs. With intuitive layouts, smart guidance, and helpful reminders, they’re proving that applying for a government document doesn’t have to be stressful.
Looking Ahead: A More Human Government
Government doesn’t have to be cold or complicated. With design thinking, it can be efficient, transparent, and even enjoyable. The key is keeping people at the center of every decision—from the layout of a website to the wording of a form.
As more agencies adopt these practices, we’ll see public services that feel less like an obstacle and more like a partner in everyday life. That’s the promise of user-friendly government—and it’s one that can’t come soon enough.
