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Usability in Government Systems by Dianne Murray, Elizabeth Buie

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Chapter 22

Design for Policymaking

Jess McMullin

Centre for Citizen Experience, Edmonton, Canada

“No foreign policy, no matter how ingenious, has any chance of success if it is born in the minds of a few and carried in the hearts of none.”

— Henry Kissinger

Introduction

The chapters in this book cover a wide variety of topics on improving the user experience of government web sites, applications, and systems. Some authors have also focused on improving service delivery across channels, including face to face and call centers.

But when we talk about design and government we should not stop with better service delivery alone. Design methods are a largely untapped gold mine to help make better organizational decisions of all kinds. For designers ...

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