Human-Centred Design: Transforming Public Services in Arizona

In the world of government innovation, one principle stands out: human-centered design. It’s about creating services and solutions that truly meet the needs of the people they serve. Public sector leaders from Arizona have successfully applied this approach to address challenges and elevate citizen services. Steen Hambric, Chief Information Officer, City of Phoenix, Bianca Lackner, Chief Information Officer, City of Scottsdale, and Michael Hammond, Chief Information Officer, City of Phoenix. Here are some key takeaways from their discussion and how they're driving change management while preparing the next generation of public sector employees for 21st century workplace needs.

1. Start with Empathy

At the heart of human-centered design is empathy—understanding the real needs and challenges of the community. Bianca Lackner, CIO of Scottsdale, shared a powerful example. The city faced growing concerns about short-term rentals disrupting neighborhoods. By listening to residents—like a young mother who shared how her neighborhood was changing—the city developed a solution that combined AI technology with a user-friendly portal. Residents can now easily report issues and track compliance, making the process seamless and transparent.

2. Build Strong Partnerships

Innovation thrives on collaboration. Michael Hammond, Chief Innovation Officer for Phoenix, highlights the importance of partnerships—both within the city and beyond. For instance, Phoenix partnered with Bloomberg Associates to improve access to chilled drinking water in public spaces. By working with local businesses and community organizations, the city is creating solutions that are both practical and impactful.

3. Focus on Long-Term Sustainability

When introducing new technologies, "it’s not enough to just launch them—they need to be sustainable", Steen Hambric, CIO of Phoenix. By continuously refining your process based on user feedback, Phoenix ensures it remains effective and user-friendly. This focus on sustainability ensures that solutions last and continue to deliver value.

4. Prioritize Accessibility

Inclusivity is a cornerstone of human-centered design. Scottsdale has made significant strides in ensuring its digital services are accessible to everyone, including individuals with disabilities. By adhering to ADA compliance standards and designing with diverse user needs in mind, the city is creating services that work for all residents.

5. Collaborate Across Cities

Arizona’s cities are stronger when they work together. Through initiatives like the Connective Phoenix, municipalities are sharing ideas, resources, and best practices. This regional collaboration ensures that innovation benefits everyone, from residents to businesses, across the state.

Watch the session exploring how Arizona has transforming public services through Human-Centered Design at the 2023 Government Innovation Showcase Arizona with the three esteemed leaders. 

Watch the session exploring how Arizona transformed public services through Human-Centered Design at the 2023 Government Innovation Showcase Arizona, featuring the three esteemed state leaders.