Transforming Government Services With Empathy

Monday / September 21 / 12:00 PM

Sold Out! Sold Out! Sold Out!


In the middle of a global pandemic and historic civil unrest, access to reliable and empathetic government services are more important than ever. While many still use clunky technology, there are also public services that actually reflect the needs of those using them. These products don’t come around by accident, but are created by teams of innovative practitioners who are finding ways to make the government just a bit more human-centered.

In this talk, civic designers Aviva Oskow and Jacklynn Pham will part the curtains to give attendees a behind the scenes look at the development of the recently launched, focusing on how they brought human-centered design into the government. They’ll also share what it was like to transition from private-sector designers to civic servants designing for the people, exploring what they took with them from their life outside the government — but more importantly, where their public-sector careers have allowed them to become more empathetic creators.


Date & Time

Monday, September 21

12:00 PM - 1:00 PM




Aviva Oskow

Digital product design lead at 18F

She | Her | Hers

As a digital Product Design Lead at 18F, Aviva works to improve the user experience of the federal government through human-centered design. She is passionate about bringing high quality design and accessible standards to public services and improving systems for government workers. She designed the front facing web experience for the first launch of the FBI’s Crime Data Explorer, the new Freedom of Information Act portal, and most recently the new Civil Rights Complaint Portal for the Department of Justice, She regularly presents about civic technology & design at conferences, universities, and educational programs.


Jacklynn Pham

User experience designer and researcher at 18F

She | Her | Hers

Jacklynn Pham is a designer and researcher at 18F. The majority of her design career has been divided between detailed interaction and communicating systems, platforms, and user experiences more explicitly for teams. She has worked internally for big tech companies and as a consultant for smaller teams. Previous to 18F, she was working as a Sr. Interaction designer at Google’s Android wearables team. She has a background in visual design and English.


Platform and Prerequisites

This event will be streamed via Zoom. In order to participate fully, attendees should plan to join on the Zoom app via their computer, tablet, or mobile device with enough bandwidth to support viewing video. In order to ensure only those who have registered for the event are able to attend — and to create space for intimate conversations — only those whose display name fully matches the name on our registration list will be admitted from the waiting room. You can find more about joining our virtual events, including how to connect, directions to troubleshoot, and information about our refund policy in our FAQ.

Accessibility and Accommodations

All DCDW events will have real-time CART (live captioning) services. If you need any additional accommodations, please contact us before 9/14 by, through the provided Google Form, or by phone. We honor your privacy and no personally identifying information (e.g. your name) is required to request an accommodation.

  • Request an accommodation through this Google Form
  • Email us at
  • Call our Accessibility Lead, Josh Kim, by phone at 571-302-1504

You can learn more about how we’re making DC Design Week an accessible experience by visiting our page on accessibility.

Code of Conduct

All AIGA DC events adhere to our Code of Conduct .

More Information

Built by 100% volunteer power, DC Design Week is an annual celebration of this community, hosted by AIGA DC. AIGA Member On-Sale begins 9/5 at 10:00am and the General Public On-Sale begins 9/10 at 10:00am. 100% of the proceeds from DCDW events go toward future AIGA DC programming and the Design Continuum Fund (DCF) scholarship fund. We believe in fostering the next generation of designers through helping local design-minded and underrepresented students as they pursue their education.

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