Case Study
Designing Interactions that Work for Everyone
Making government websites more effective, equitable, and inclusive
The client
U.S. Web Design System (USWDS)
Inclusive Design Patterns
Challenge
For the millions of people who use federal government websites every day, each interaction can be stressful and fraught. If they are unable to complete a critical form because their address doesn’t conform to the form’s requirements or name is too long (or short!), they may be unable to secure critical assistance or fulfill important obligations. In 2022, Flexion worked with the U.S. Web Design System (USWDS) team to research, design, and develop a series of design patterns and associated components to guide federal digital teams in creating equitable and inclusive interactions.
Equitable and inclusive patterns mean that U.S. citizens in Puerto Rico can successfully apply for federal jobs for which they are eligible. They mean that multigenerational families living in one household can fill out forms that allow them to accurately communicate their family composition. Also, everyone can easily complete complex forms to understand their federal obligations and available benefits and services.
This inclusive design patterns work was funded through the American Rescue Plan (ARP).
Our approach
Flexion conducted extensive interviews with federal digital teams in more than 20 agencies and programs, focusing primarily on High Impact Service Providers (HISPs). The interviews allowed us to identify challenges in creating equitable and inclusive customer experiences. We also interviewed thought leaders to understand how they are thinking about design patterns and inclusive experiences.
Working with the leadership at USWDS, we prioritized patterns for development. A key pain point for digital teams was creating inclusive form fields for entering personal information. Take, for example, entering a name. Many forms ask for a first and last name but don’t allow for very short or very long names, hyphenated names, or names with punctuation. Providing the ability to easily and accurately enter a name can help reduce frustration and friction for the public.
Based on our research, we wrote the pattern guidance and designed and developed (or modified) components to support the patterns. We conducted user acceptance testing with users of assistive technologies, and ensured the components met accessibility requirements. Our work supported USWDS’s goal of making it easier for digital teams to create equitable and accessible government websites.
Technology stack
Outcomes
A growing number of websites and applications across the federal space use USWDS. The inclusive design patterns library guides teams in making thoughtful, inclusive design decisions as they develop public experiences. That means that more digital experiences across the federal government will be accessible, inclusive, and equitable, reflecting the rich diversity of the American public.
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