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Four federal employees discuss the January-March 2025 reduction in force efforts at GSA that eliminated entire teams, including the Office of Customer Experience’s Service Design - Enterprise Digital Experience unit. The conversation reveals how the elimination of specialized teams doing digital modernization and customer experience work represents not just job losses but the wholesale destruction of institutional knowledge, proven methodologies, and the government’s capacity to tackle complex problems.
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Introduction
As in our reaction post, the scramble to build in-house design teams in the federal government comes as somewhat of a surprise. But as in our other posts, we’re still here to serve.
When I led the Service Design team in GSA, I wrote down how to build great, cross-functional design team…
Most organizations treat visual design as window dressing—a final polish applied after the real work is done. The United States Centers for Disease Control and Prevention took a different approach during COVID-19, and the results demonstrate why aesthetics divorced from strategy is merely decoratio…
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