“What We Do Is Try To Focus On The Goal And The End User”: MindLab and Redesigning Government Services

One afternoon about six years ago, I sat with my colleagues at the U.S. Department of Labor in a room that fulfilled all appropriate stereotypes of government buildings — windowless, drab carpeting, harsh fluorescent lights, dark faux-wood paneling. The meeting began with annoyance and agitation, complaints about this new policy and that old requirement. AndContinue reading ““What We Do Is Try To Focus On The Goal And The End User”: MindLab and Redesigning Government Services”