Human-Centered Design for Government Services
At Aquia, we bring human-centered design practices to government modernization efforts in collaboration with our partners. We understand that government agencies operate within unique environments — budget cycles, regulatory requirements, legacy systems, and approval processes that shape what's possible. Our designers work alongside engineers, security experts, and product managers to create meaningful experiences that are not only user-friendly and accessible but also secure, compliant, and scalable.
Government digital services should work for everyone.
We support our partners who serve the public during some of the most critical and challenging times of their lives. We prioritize safety, dignity, and empowerment for the participants in our research and create intuitive, accessible government experiences that help millions of Americans access the services they need.
Great design isn't just about aesthetics — it's about outcomes.
Thoughtful design helps Veterans access their benefits in days instead of weeks, civil servants investigate fraud cases twice as efficiently, and the public complete tasks without calling a help desk.
Our Design Services
User experience (UX) and user interface (UI) design
User research
Content design and strategy
Accessibility and inclusive design
Service design
User Experience (UX) and User Interface (UI) Design
We create interfaces that work for all users, regardless of ability or familiarity with government systems. Our designs reduce cognitive load, minimize errors, and guide users to complete tasks successfully.
What we deliver:
Wireframes and interactive prototypes
High-fidelity visual designs
New or enhanced design system components and patterns
Responsive designs that work seamlessly across desktop and mobile devices
Iterative design improvements based on user feedback
User Research
To ensure teams build solutions grounded in real-world understanding rather than assumptions, we surface and translate user behaviors, needs, and pain points into actionable insights that guide design and product decisions. We establish UX analytics frameworks that track how solutions perform over time and identify where to iterate next.
We conduct research with a cross-section of the public to uncover how people interact with government products and which services they may rely on or benefit from. We then leverage these insights to inform strategic product planning — helping our government partners prioritize features, identify gaps in service delivery, and develop roadmaps that align with validated user needs. We respect the time and lived experience of the people who offer their time as research participants and take care in our recruitment and engagement through a trauma-informed approach.
Our Research Methods
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User interviews, contextual inquiry, usability testing, and diary studies
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Survey design, A/B testing, analytics analysis (GA4, behavioral data), and statistical analysis to validate hypotheses and quantify patterns
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Card sorting, tree testing, and heuristic evaluation to optimize content structure and findability
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Sequential and concurrent research designs that combine qualitative depth with quantitative validation (e.g., journey mapping with behavioral data, concept testing with attitudinal measures)
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Benchmarking studies, accessibility audits, longitudinal research, and translating complex findings into actionable insights for cross-functional stakeholders
Content Design and Strategy
Clear, plain-language content is essential for government services. We create content that helps users understand what they need to do, why they need to do it, and how to get it done.
What we create:
User-centered content strategies
Plain language content that meets federal standards
Form and interaction design copy
Error messages and help text that actually help
Content governance frameworks
Accessibility and Inclusive Design
Accessibility isn’t a checkbox — it’s a mindset and a practice embedded throughout the entire product lifecycle.
We build solutions that meet Section 508 requirements and WCAG 2.1 Level AA standards to ensure government services are usable by all Americans, including people with disabilities. Beyond compliance, we design with the future in mind, incorporating industry best practices such as the latest WCAG 2.2 guidance. This is an essential step as digital experiences continue to evolve toward mobile-first use.
Our team goes beyond manual and automated testing by validating our designs with folks who have disabilities and use assistive technologies.
Our accessibility practice includes:
Conformance with WCAG 2.1 Level AA and WCAG 2.2
Accessibility annotations in design prototypes to support a clear handoff from design to development
Design optimization for assistive technologies, including screen readers, keyboard navigation, screen magnification, and switch devices, with consideration for users who may rely on multiple assistive technologies simultaneously
Color contrast analysis and inclusive visual design considerations
Cognitive accessibility considerations throughout the design process
Support for deaf and hard-of-hearing users, including transcripts, captions, and thoughtful use of audio components
Automated and manual accessibility testing
Service Design
Government services often span multiple touchpoints, systems, and organizations. We map the entire service experience — from awareness to completion — to identify opportunities to reduce friction and improve outcomes.
Our approach:
End-to-end journey mapping
Service blueprinting and ecosystem mapping
Multi-channel experience design
Stakeholder alignment workshops
Process optimization recommendations
Why Design Matters in Government
Reduced support costs: Intuitive designs decrease call center volume and support ticket submissions.
Increased completion rates: Well-designed forms and processes have higher completion rates and fewer errors.
Improved public satisfaction: When government services are easy to use, trust in government increases.
Faster time to value: Users accomplish their goals more quickly, whether it's accessing benefits, submitting applications, or finding information.
Inclusive access: Accessible designs ensure all Americans can access government services regardless of disability, language barriers, or technical limitations.
Our Design Philosophy
Design with, not for. We involve users, stakeholders, and subject matter experts throughout the design process to create solutions that deliver value to the public and meet our partners' goals.
Build with intention. We work hand in hand with engineers, product managers, and technical leads to create designs that are both ambitious and achievable. Through collaborative planning and agile processes, we minimize technical debt, reduce rework, and ensure taxpayer dollars deliver maximum impact.
Partner within real-world constraints. We work collaboratively with our partners to navigate constraints creatively, identifying opportunities for meaningful progress within existing parameters while building toward longer-term transformation.
Fit for purpose. We apply best practices in a customized approach to meet each partner's unique needs, drawing on the breadth and depth of our team’s experience to go beyond one-size-fits-all methodologies.
Design for trust and resilience. Government services must be secure, compliant, and reliable. We integrate these requirements into our design process, creating solutions that earn and maintain trust through clear and transparent design.
Iterate and improve. We believe in continuous improvement. Launch isn't the finish line; it's the starting point for learning and optimization.
Ready to create better government experiences?
Contact us to discuss your design needs.
We’re in good company.
Work With Us
GSA Schedule and SINS
GSA Schedule 47QTCA23D000H
SIN 518210C Cloud Computing and Cloud
SIN 54151HACS Highly Adaptive Cybersecurity Services (HACS)
SIN 54151S Information Technology Professional Services
Federal Contract Vehicles
USDA STRATUS Cloud BOA
VA SPRUCE IDIQ
Company Profile
CAGE Code: 8XPQ4
DUNS: 117948867
Unique Entity ID: RGMQQK1DLAN9
NAICS Codes
541511 Custom Computer Programming Services (primary)
334111 Electronic Computer Manufacturing
334112 Computer Storage Device Manufacturing
334310 Audio And Video Equipment Manufacturing
334419 Other Electronic Component Manufacturing
518210 Data Processing, Hosting, And Related Services
519130 Internet Publishing And Broadcasting And Web Search Portals
519190 All Other Information Services
541430 Graphic Design Services
541512 Computer Systems Design Services
541513 Computer Facilities Management Services
541519 Other Computer Related Services
541611 Administrative Management And General Management Consulting Services
541614 Process, Physical Distribution, And Logistics Consulting Services
541618 Other Management Consulting Services
541715 Research And Development In The Physical, Engineering, And Life Sciences (Except Nanotechnology And Biotechnology)
561110 Office Administrative Services
561320 Temporary Help Services
561439 Other Business Service Centers (Including Copy Shops)
611420 Computer Training
Partnerships
AWS Advanced Tier Services Partner
AWS Public Sector Partner
AWS Global Security and Compliance Acceleration program (ATO on AWS)
AWS Security Partner
GCP Partner
Membership
Digital Services Coalition
National Veteran Small Business Coalition (NVSBC)
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