Decoder with Nilay Patel USDS head Mina Hsiang wants Big Tech’s best minds to help fix the government
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Dec 12, 2023 Mina Hsiang, the head of the United States Digital Service, shares her mission to transform government services using tech and design. She outlines the USDS's innovative structure of rotating talent aimed at refining public services. Hsiang discusses the challenges of revamping healthcare.gov and the importance of creating user-centered solutions. She also emphasizes the need for collaboration across agencies to modernize outdated systems and bridges the digital divide in public services, aiming to engage both younger and older generations.
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Healthcare.gov Rescue
- Mina Hsiang recounts the healthcare.gov rescue, where she pieced together user flows from call center questions and website printouts.
- This hands-on approach, born from a lack of documentation, fostered collaboration and became a valuable lesson in user-centricity.
Product Culture in Government
- Bringing product culture into government agencies involves demonstrating its value through practical application.
- Living the process for 6-18 months helps agencies understand the roles and differences, driving demand for product managers in government.
VA Website Transformation
- The VA website initially focused on internal structure rather than user needs.
- USDS intervention, driven by user feedback and media attention, led to a user-centric va.gov and a successful mobile app with high user ratings.