When visiting a government website, we often expect a frustrating experience. Surprisingly, a decent one feels like an exception. Unfortunately, subpar digital tools (apps, websites, platforms, software) from the government have become the norm. Why is this the case?
Key challenges
- Varying Technical Capabilities: Different government departments have varying levels of technical expertise. While a few develop their own digital tools, most rely on outsourcing to vendors or IT boards.
- Lack of Standards: There are no universal guidelines for user experience, accessibility, or performance in government digital tools. As a result, quality often takes a backseat.
- Limited Expertise in Design Evaluation: Identifying design problems requires technical know-how, which is often lacking in government teams.
- Infrequent Updates: Websites are treated as large projects that are overhauled only once every decade, leaving them outdated in the interim.
- Overwhelming Volume: With over 600 websites and countless apps, oversight on quality and performance is minimal, and no central authority enforces design standards.
Why design matters
In an increasingly digital world, citizens interact with government services primarily through digital platforms. Whether filing taxes, renewing IDs, or seeking instructions, the reliance on online channels is undeniable. With 127 million internet subscribers in Pakistan and a predominantly young population, the expectation for efficient, user-friendly digital services is growing.
Good design goes beyond aesthetics. It ensures usability, addresses user needs, and makes platforms accessible across devices and demographics. Poorly designed tools lead to:
- Frustration and confusion for users.
- Reduced trust and engagement with government services.
- Increased costs for governments, as users turn to call centers or in-person visits, which are costlier to maintain.
In short, better design leads to better service delivery and cost savings.
How design systems help
A Design System is a set of standards and guidelines for creating digital tools. It provides templates and components for everything from button designs to full website structures, ensuring consistency, efficiency, and quality.
Benefits of Design Systems
- Consistency Across Platforms: Design Systems make websites and apps predictable and user-friendly by defining reusable components. These components incorporate standards for accessibility, performance, and user experience, ensuring that all tools meet these benchmarks.
- Increased Efficiency: Predefined templates save time by eliminating the need to start from scratch. Teams can focus on solving bigger challenges instead of reinventing basic elements. New members can onboard quickly, and updates or changes are easier to implement.
Governments worldwide are adopting Design Systems to improve their digital tools. Let’s explore some examples.
Examples of government design systems
1. GOV.UK design system
The UK Government’s Design System is often considered the gold standard. From ministry websites to tax platforms, their tools are known for simplicity, usability, and accessibility.
2. UAE design system
The UAE Design System adopts a modern approach, extending beyond digital tools to define the government’s branding and identity. It also prioritizes Arabic language support across platforms.
3. Singapore Government design system
Known as a digital-first nation, Singapore’s Design System supports a wide array of apps and websites. It’s comprehensive enough to handle the country’s extensive digital services, from banking to national ID cards.
4. Code for America’s Honeycrisp Design System
Code for America’s Honeycrisp Design System helps create digital tools for various U.S. government departments. It exemplifies how civic tech organizations can lead the way in innovation.
What Design Systems Cannot Do
While Design Systems address many challenges, they are not a cure-all. They do not:
- Define strategy or solve underlying citizen problems.
- Guarantee useful or relevant content.
- Ensure overall service quality.
Building a successful service involves much more than just implementing a Design System.
Get Involved!
At Code for Pakistan, we’re developing a Design System to create better tools for the government. We need designers, coders, content writers, and researchers to help us launch the beta version.
If you’re curious and want to contribute, email us at masna@codeforpakistan.org.
Let’s work together to design a better digital future!