In Service: Notes from the Field
Tactical insights and thoughtful dispatches from inside the work.
Explore by topic
We write regularly about the ideas, tools, and practices shaping better public systems. View all blog posts or browse posts by theme to dig deeper into the topics that matter most to you.
Community engagement
Community engagement is a cornerstone of public trust. This glossary entry clarifies what it really means, why it matters across government and nonprofit work, and how to move beyond check-the-box approaches.
Public-centered design
Public-centered design is the discipline of shaping public services, policies, and operations around the needs and lived experiences of the people they affect—while strengthening trust, equity, and long-term public value. This glossary entry defines the term, explains its benefits, and outlines how organizations can apply it to improve outcomes for communities and public servants alike.
Creative and civic practice internship
Emerging creatives have an essential role to play in shaping public systems. Public Servants’ Spring 2026 creative and civic practice internship is a paid, part-time, remote contract role offering space for early-career creatives to contribute to real projects in design, storytelling, and public-interest work. Applications are now open.
Service Experience (SX)
Service Experience (SX) focuses on whether a public service works end-to-end—from eligibility and application through fulfillment and follow-up. In civic contexts, SX is the proof of whether a system can actually deliver on its promises. When designed well, SX reduces burdens, prevents duplication, and ensures services work as intended for both residents and staff.
More than digital
From clinic entries to ballot design, great service design has always gone beyond the screen. Here’s why blending digital and physical touchpoints—whether rethinking an entire service or improving just one part—creates lasting impact.
PDM meets HCD
Learn how government teams can break down silos between product management and design. This post explores common friction points and offers practical strategies for fostering collaboration, improving communication, and driving better outcomes in public service.
What is service design, really?
Service design helps teams make sense of complexity—connecting the dots between people, policies, and processes to deliver thoughtful, effective public services. In this post, we unpack what service design is, why it matters, and how it supports real-world change.