Too many public services are designed with good intentions—only to fall short when people actually try to use them. The consequences can be frustrating, like a confusing website, or severe, like a missed healthcare benefit.

User testing is a critical but often underutilized step in the human-centered design process. It ensures that services work for the people who are meant to use them—while also aligning with policy, technology, and operational constraints.

In this 90-minute interactive workshop, we’ll explore how to design and run effective user tests in public institutions. Together, we’ll:

Clarify the difference between discovery research and user testing—and why both matter.
Examine user testing’s role in the broader human-centered design process.
Observe a demo user testing session using a real-world case study.

Who is this workshop for?

This session is for public-sector professionals who want to better understand the people they serve and design solutions that truly work.

What you’ll take away:

Tools to plan and conduct user testing effectively.
The knowledge to advocate for user testing in a public-sector environment.
Connections with a network of like-minded peers exploring human-centered design.

What to know:

One week before the session, you’ll receive a short, 15 minute Prep Assignment to complete prior to the workshop.
Space is limited to foster active participation and meaningful conversations.

There will be breakout sessions. Plan to spend some time in active conversation with other attendees, preferably with your camera on.

User Testing for Better Public Services