Why Governments Need to Look Beyond Digital Experience Design, and Embrace Interdisciplinary ‘Service Design’

Over the past five years, federal, state and local governments have demonstrated their growing realization that good design can have a tangible impact on citizen engagement and public service delivery. Initiatives like the creation of the NYC Digital Playbook, a digital experience design guide for New Yorkers, and Usability.gov are evidence that governments are taking …

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Design Critique: MTA Bus Time (iPhone App)

Introduction Early last week, urban planning think tank TransitCenter tweeted a data visualization that presented a befuddling statistic: despite NYC’s growing population and record subway ridership, MTA public bus ridership has plummeted nearly 16% since 2002. TransitCenter’s research indicates that this remarkable decrease in ridership is a symptom of the “declining quality of bus service,” …

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