Consistent, accessible design allows customers to easily access and navigate Federal services.
The recent executive order (EO), “Improving Our Nation Through Better Design,” aims to modernize and improve the visual presentation of digital and physical Federal Government services.
Facilitated by a new Chief Design Officer and National Design Studio (NDS), this initiative aims to reduce duplicative costs, utilize standardized designs to enhance trust in high-impact service providers (HISPs) and improve the quality of experiences across the nation.
A New Executive Order for Digital Excellence Across the Federal Government
The EO establishes the initiative “America by Design,” which aims to modernize and improve the visual presentation and usability of Federal Government services. The initiative seeks to address the costly maintenance of legacy systems while dramatically enhancing the user experience (UX). This action plan will be facilitated through the new position of Chief Design Officer in the White House’s NDS. The Chief Design Officer will coordinate with thought leaders, researchers and design experts to implement standardized, aesthetically pleasing design solutions across both Federal websites and physical services. It is recommended that agency heads consult with the Chief Design Officer to implement the America by Design standards in their respective agency. Results must be delivered by July 4, 2026. While the NDS is a temporary creation that will terminate in three years, the design standards implemented will have an enduring impact.
Why Design Matters in CX
The recent initiative ensures Government-wide compliance with Federal policies, such as the 21st Century Integrated Digital Experience Act (IDEA), which laid out requirements for digital services, and the U.S. Web Design System (USWDS) code, a visual style guide for Government websites. Together, these standards aim to reduce duplication, minimize customer support needs and improve the overall interoperability of systems. Standardized, accessible design improves customer experience (CX) and reduces costs.
Customer-focused design promotes standardization across Federal websites, maintaining consistency and compliance with the USWDS code. Standardized web designs increase efficiency and trust, as users recognize and find confidence in navigating across Federal spaces. These design standards also aim to replace legacy systems, which are costly, bog down users and erode efficiency in Government services. Overall, improved design correlates to operational efficiency, cost savings and service effectiveness.
The EO marks a pivotal modernization moment for CX. By creating standards for a seamless, customer-first experience, Improving Our Nation Through Better Design champions service excellence through design that is consistent, aesthetically pleasing and accessible.
Carahsoft and its partners are equipped to connect agencies with the latest compliant technology for CX and design. To learn more about the solutions that can help your agency achieve the requirements detailed in this recent EO, check out Carahsoft’s Website Modernization and Mobile Enhancement Solutions. To revisit the 21st Century IDEA and the US Web Design System initiatives, read our past blogs, Government Experience: Modernizing Websites and Enhancing Federal Customer Experience with Digital Transformation. Take our quiz to identify the CX technology solution area that can enhance your Government customer experience delivery.
