Building in-house UX teams for federal agencies: tips and lessons learned

07/23/2015 - 15:00-07/23/2015 - 15:45
Room E1
Experience level: 
Session Track: 

Front-end, User Experience and Design

This track covers delivering projects focused on the most important audience—the end user. Learn how to leverage Drupal to help you keep abreast of emerging trends in the mobile, componentized Web world. We’ll show you strategies for fostering collaboration between content creators, designers, strategists, and end-users.


While user experience (UX) practice has been increasingly recognized in the federal space in recent years, less than 10% of the agencies have fully incorporated it into their product/system lifecycle, and less than one third of the people performing pertinent jobs have the official title according to the Federal User Experience (UX) Survey [Rubin, J & Fox, J 2014]. The number of in-house full-scale UX teams is even lower, despite the fact that each federal agency and its constituents are responsible for creating and maintaining numerous digital products to serve the public, or to be used by federal employees.

As a passionate user experience strategist, designer, researcher and project/program manager with 20+ years of experience, the author has had the privilege to work at USPTO and FAA in the past nearly four years, In this session she will share her journey with real life examples in the following:

  • Building an in-house UX team and strengthening the UX discipline
  • Establishing and promoting user centered design process,
  • Creating and evangelizing enterprise design standards and guidelines and
  • Gaining support from senior executives, respect from project teams, and trust from customers

The tips and lessons learned about how in the federal culture, to bring business value to the table, deal with political and organizational barriers, and overcome financial constraints should be informative and beneficial to colleagues in other government agencies.