The landscape of government services is rapidly evolving. Agencies are replacing outdated paper-based processes and legacy applications with intuitive websites and mobile apps, AI-driven customer service enhancement and integrated data ecosystems. But true digital transformation isn’t just about technology; it's also about people.
As agencies navigate this shift, digital solutions must be thoughtfully designed to meet the needs of their primary users: citizens, government employees and inter-agency stakeholders. This is the first of a two-part blog series exploring how CGI’s Human-Centered Design (HCD) approach places users at the heart of digital transformation.
What is human-centered design?
Human-centered design (HCD) is a philosophy and framework that is focused on placing human needs and behaviors at the center of the design process. In a time where we’re seeing a rise of AI and automation, HCD is key as it aims for meaningful experiences and ensuring that AI is used to assist with existing human capabilities rather than replacing them.
Key benefits of HCD in digital modernization:
- Adoption and retention rates
- Improved efficiency
- Project management effectiveness
- Increased user satisfaction
- Reduced risks and costs
Why does HCD put the focus on people?
When solutions are created around people, they are more useful and desirable, often leading to better user satisfaction. A people-centric approach is focused on human needs, behaviors and pain points, not just what is possible or convenient, to ensure technology serves real-world needs while driving efficiency and trust.
5 Key reasons for a people-centric approach:
- Solve the right problems
- Increase adoption and customer loyalty
- Impactful innovation
- Build empathy
- Reduce cost
Why is HCD complex in Federal digital services?
Federal agencies like the Veterans Health Administration (VHA), Federal Aviation Administration (FAA) and Internal Revenue Service (IRS) serve millions of individual citizens and businesses. Each interaction—whether a veteran accessing healthcare records, a pilot submitting flight data, or a taxpayer filing returns—relies on a seamless digital experience.
Common complications with federal digital services:
- Fragmented digital environments: Some systems/applications are siloed, requiring users to navigate multiple platforms to accomplish tasks
- Data accessibility challenges: Critical information is stored in disparate databases, limiting visibility, correlation and decision-making
- User friction and inefficiencies: Poorly designed interfaces lead to frustration, low adoption and high support costs
The role of human-centered design in digital transformations:
CGI’s vision for HCD ensures digital solutions are intuitive, accessible and aligned with user needs. By integrating HCD into modernization efforts, agencies can create services that are:
- Intuitive and accessible: Reducing the learning curve for users, minimizing errors and improving efficiency
- Data-driven and intelligent: Ensuring AI and automation tools enhance, rather than complicate, user interactions
- Seamlessly integrated: Connecting legacy and modern systems to provide a unified experience
By prioritizing user experience with HCD, CGI can help agencies achieve:
- Higher citizen and employee satisfaction: Meeting expectations for streamlined digital-first services
- Improved adoption and efficiency: Reducing training time and enhancing self-service capabilities
- Increased trust in government: Delivering consistent, reliable and accessible digital services
- Optimized workflows: Designing services that simplify processes rather than adding complexity
Example of human-centered design in action
For example, in the VHA, clinicians rely on vast repositories of radiology, pathology and dentistry diagnostic images. A modernized imaging platform must present a seamless interface that aggregates data from various sources, supports AI-driven clinical insights and enables effortless navigation—key tenets of an HCD approach.
Looking ahead: HCD as the foundation of digital success
The push for digital transformation in federal agencies is more than a technology upgrade—it’s a positive shift in how the government interacts with its people. By embedding HCD into modernization initiatives, CGI helps agencies ensure their services are not only advanced but also user-friendly and impactful.
A peek at part 2:
The following blog will explore CGI’s structured approach to implementing HCD within the federal healthcare community and Agile IT modernization programs, ensuring seamless stakeholder engagement, iterative testing and scalable, future-ready solutions.
About this author
Sean Hughes
Vice- President
Sean Hughes is the Vice President of Design at CGI Federal, leading solution design efforts across the organization.
