Length
3 min read
The last few years tested government services in ways no one could have predicted. From COVID testing systems that crashed under demand to complex online forms for disaster relief, it became clear: many services weren’t designed to flex when the unexpected happens.
Citizens felt it. Public servants felt it. Anyone interacting with government during these moments felt it.
It’s not that governments don’t care. The intent is always there. The challenge is that many systems were built for stability; big, rigid structures meant to last decades. But stability without flexibility can quickly become fragility.
Where it went wrong.
Take vaccine booking sites. In some states, users couldn’t get past the homepage before the system timed out. Elsewhere, forms were so complex that people abandoned them halfway. The technology wasn’t inherently flawed — the design simply assumed a steady trickle of demand, not a tidal wave.
Flood relief applications tell a similar story. Families already dealing with trauma were forced to jump between portals, upload the same documents multiple times, and navigate bureaucratic language. These aren’t just “user experience” issues — they’re human issues. And during a crisis, they erode trust.
What flexible design really means.
Flexible design doesn’t mean tearing everything down to build shiny new systems. Governments don’t have that luxury. It means creating services that can bend without breaking.
That might include:
- Modular systems: tweak one part without disrupting the whole.
- On-demand scalability: handle surges of 100,000 users in a day.
- Accessible design: ensure vulnerable or low-bandwidth communities aren’t left behind.
- Clear communication: guide citizens with simple, stress-free instructions.
It’s not complicated—but it does require a shift in mindset: design for change, not just for today.
A project that taught us a lot.
One government partner faced a familiar problem: their digital services were scattered, and citizens were getting lost. The solution wasn’t a complete rebuild. Instead, we created a digital front door, a single, intuitive entry point for citizens.
The challenge: keep everything running while redesigning it. Like renovating a house while still living in it, we tested prototypes with real users, made small iterative changes, and gradually created a cohesive experience.
The result wasn’t just a cleaner website. It was a flexible foundation that could grow as new services were added. Most importantly, citizens felt heard, and the government was responsive, not remote.
Don’t forget communication.
Even the best technology can fail without clear communication. In a crisis, people don’t have time for policy-speak. They need short, actionable instructions.
Behavioural design makes a difference. Simple nudges like text with a direct vaccination link, clear deadlines, or reminders showing what others are doing — help services feel human, not bureaucratic.
Designing for resilience, not reaction.
Crises will keep coming, natural disasters, economic shocks, or unexpected events. Patchwork solutions after the fact aren’t enough.
Government services must be resilient from the start. That means:
- Designing with citizens, not just for them.
- Building systems that flex under pressure.
- Communicating clearly and effectively.
At Symplicit, we’ve seen the impact when government services are designed this way. It’s not about perfection, it’s about readiness. So, when citizens need help fast, they actually get it.
Because in the end, it’s not the technology people remember, it’s how the experience made them feel.
