How to Build Trust Through the User Experience with Carlie Hundt and Devon Hirth

Human-Centered Security

Carlie Hundt and Devon Hirth believe a UX designer’s role is to “lift up the voices of the people trying to access and use government services.” Trust is really important. How do we build trust through the user experience, particularly when you are asking for personal information?

In this episode, we talk about:

• Leveraging storytelling to “share with our government partners the real experience of real people who are trying ot access government services.”
• Why you need to anticipate where users might question, “Why are you asking for this? What are you going to do with this information?”
• Providing flexibility in the user experience. Carlie refers to this as “many welcoming doors.”
• When and why you might give users the option to sign up for services without requiring them to create an account.

Both Carlie Hundt and Devon Hirth work for Code for America, a civic tech non-profit, in the Safety Net Innovation Lab. Carlie is Staff Product Designer and Devon is Staff User Experience Designer.