Applying human-centered design methods to reinvent the path to becoming a U.S. citizen


I led the 18F team’s United States Citizenship and Immigration Services (USCIS) engagement to improve citizenship services. By introducing lean principles and an experimentation mindset, and applying more rigor into our research practice, we uncovered misalignment between the initial product direction and the current market opportunity. Through design thinking workshops and ongoing design sprints, we were able to make course corrections to the product roadmap and deliver value to key target users.

A few artifacts shown below: (top) a citizenship applicant participating in an intercept interview session; (middle) sample screens used for usability and concept testing; (bottom) provisional personas derived from dozens of user anecdotes.

For more details, check out the case study (password-protected). View the case study