Designing Human Services in San Francisco Gov

Metric Fixation and Data Ethnography

“The problem is not measurement, but excessive measurement and inappropriate measurement — not metrics, but metric fixation […] is a cultural pattern […] It affects the way in which people talk about the world, and thus how they think about the world and how they…

How can we learn from each other’s responses to COVID-19?

I work in the Innovation Office in San Francisco government’s Human Services Agency. A couple days ago, colleagues in another part of the…

One way to get your team talking about equity

“How can we bear the discomfort to get to where we need…

Using Google Analytics to Help Clients

Google Analytics is generally thought of as a quantitative data tool that can reveal how people view a page, for how long, and what they may have clicked on. These data can be difficult for people to relate to without a personal story attached to them…

An Introduction to the Data Experience Diagnostic

3 public sector service design projects of 2018

Forms are the language of government

Reflecting on the work of 2018 is interesting because the…

2019 Intentions

24 January 2019 (3-Minute Read)

Here are some high-level thoughts for now.

Evaluation Can Shape System and Service Design

People may shape their behavior (and policy implementation) based on how they…