The government department is recognising the importance of providing user-centric services and experiences, hence they aim to kick start the digital transformation.

In an era of digital transformation, government departments are recognising the importance of providing user-centric services and experiences. As a UX designer, I had the privilege of working on a project that aimed to lay the foundation for a design system for a government department.

This article will walk you through the journey of creating a design system from scratch, highlighting the challenges faced, the strategies employed, and the impact on improving user experiences.

Before diving into the design process, it's crucial to understand the unique challenges and context of government projects. Government departments often serve diverse user groups with varying needs, ranging from citizens seeking information to government employees handling complex tasks. The current design system and branding are documented in Word documents which are outdated and dull for internal users.

Stakeholder Interviews: The first step was to conduct in-depth interviews with key stakeholders, including department officials, subject matter experts, and end-users. These conversations helped uncover pain points and understand the department's goals and constraints.

User Research: Extensive user research was conducted to gain insights into the needs, behaviours, and preferences of the department's primary users. Surveys, user interviews, and usability testing were instrumental in shaping the project's direction.

Building a design system required a clear understanding of the department's visual identity, principles, and components that would be used consistently across digital touchpoints.

Design Principles: We collaborated with stakeholders to establish a set of design principles that would guide all design decisions. These principles included accessibility, inclusivity, and a commitment to plain language to ensure information was easily understood by all citizens.

Component Library: A comprehensive component library was created, including buttons, form elements, typography, and iconography. Each component was meticulously designed to align with the established principles.

Colour and Typography: A robust colour palette and typography system were developed, ensuring accessibility compliance and readability across all devices.

​Building a design system is not a one-person job. It requires collaboration and constant iteration.

Cross-Functional Teams: We formed cross-functional teams involving designers, developers, content strategists, and accessibility experts. This interdisciplinary approach ensured that the design system was holistic and functional.

Continuous Feedback: Regular feedback sessions with end-users and stakeholders were conducted to refine the design system. Iterations were made based on usability testing results and user input.

With the design system in place, the next challenge was implementing it across various digital platform.

​Documentation guide sample (Unable to showcase due to confidentiality)

Developer Guidelines: Clear developer guidelines were provided to ensure consistent implementation of design system components. This included code examples and best practices.

Training: Training sessions were conducted for department employees to ensure they could effectively use the design system when creating digital content and services.

The implementation of the design system brought about several positive outcomes:

Consistency: The design system ensured a consistent look and feel across all digital touchpoints, enhancing the department's brand identity.

Accessibility: Accessibility compliance led to improved usability for citizens with disabilities, promoting inclusivity.

Efficiency: Government employees found it easier to create and maintain digital content, resulting in increased productivity.

User Satisfaction: User satisfaction ratings improved as citizens found it easier to access and understand government services.

Building the foundation of a design system for a government department was a challenging yet rewarding experience. It required a deep understanding of the government's unique context, collaboration across disciplines, and a commitment to user-centric design principles. The impact was tangible, with improved user experiences, increased efficiency, and a more cohesive digital presence for the department. Designing for good, in this case, meant designing for the benefit of all citizens, and the journey continues as we strive for ongoing improvement and innovation in government services.