“One of the most important relationships people have is with government. Whether at a local or national level, citizens interact with their governments in myriad ways, and these days those touchpoints increasingly take place via websites, phone apps, or other types of technology. Anyone applying for a business license or a building permit, paying taxes, looking up public records, or requesting benefits is participating in an interaction where they are something more than a user. These relationships arenâ€™t exactly voluntary the way commercial relationships are, but at the same time, the public nature of these services makes the user a co-owner in a way that customers typically are not. And most citizen experiences donâ€™t properly reflect this reality although they should, and itâ€™s interesting to think about how theyâ€™d be different if they did.”
One of the most important relationships people have is with government. Cyd Harrell explores what this means for the user experience community.