Policy & Practice June 2018

“ The fact that we deliver a product that is then customized by customers and partners is a compli- cating factor for us as a product organization. For our customers, customization is king and flexibility within that customization process is the key to a successful solution. So, we needed to ensure that the customization capabilities were flexible, modern, and easy, while at the same time, ensuring that the well-researched design of the product flowed through to the custom solution. How could we influence but not control that custom experience? ” —Claire McLoughlin, Offering Manager for Watson Health Social Programs

Build, Measure, Learn These insights led to the creation of a prototype of a transformed citizen engagement experience, accessible from any device. The prototype was brought to New York for feedback. The team then iterated that prototype to tweak and adjust the user experience as the solution progressed. The DSS team (a mix of public- and private-sector business and tech experts) also traveled to an IBM design studio where, together with the GHHS team, they co-designed elements of the new experience. Taking this approach resulted in a very tight collaboration, with public and private teams working shoulder to shoulder throughout the process. Influence Over Control The solution was to build a design system that incorporated govern- ment-specific design principles and guidelines as well as templates, examples, and a set of components that could be assembled to build the custom experience. And, unlike many other design systems used mainly for in-house development, the team delivered that design system along with the product for customers and partners to use, achieving that influ- ence over control.

Looking Forward Investing in good design practices and taking a lean, agile approach to development within the context of a public–private partnership meant that just months after defining the first pro- totype of these ideas, the GHHS team has designed the next generation of Universal Access. This next-generation product has already been validated by its users, and later this year, a simple, modern responsive version of ACCESS HRA will be released to New Yorkers. “ Critical programs like SNAP serve people facing very difficult times, so it’s vital that those programs be easy to access. We’re very proud to work with Watson Health Government to bring accessible online service to New Yorkers in need with ACCESS HRA. ” —Steven Banks, Department of Social Services Commissioner

For more information on this partnership: https://www.youtube.com/watch?v=mY0Xa0Wf9Yo

For more information on IBM Design Thinking: https://www.ibm.com/design/thinking/

For more information on IBMWatson Health Social ProgramManagement: https://www.ibm.com/watson/health/government/social-program-management/