When You Can’t Change the System - But You Can Change the Experience
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Key Learnings
- Learn how UX can create impact in public-sector teams without needing formal decision-making power.
- How UX professionals can act as “inside voices”, raising awareness, shaping conversations, and nudging public digital services toward human-centric outcomes.
- How early involvement, accessibility and simplification build trust and adoption in digital governmen - even when you cannot redesign entire systems.
Speakers
Speaker: Laura Holder-Wurzinger
Profession: People Lead & Expert UX
Workplace: AKDB
Description
Digital services in the public sector often struggle not because of technology, but because they are difficult to understand, hard to use, or inaccessible to many. And when a service doesn’t work for people, it simply doesn’t work - no matter how advanced the underlying systems may be. As UX professionals in public administration, we rarely have the authority to redesign structures or influence policy. But we do have the ability to shape conversations and decisions from within. In this talk, I share how early user involvement, accessibility and the reduction of complexity can meaningfully improve digital government, even in environments where influence is limited. Attendees will learn how small, consistent actions can strengthen digital government from within, how to advocate for human-centric principles in realistic ways and how UX contributes to better adoption, clearer processes and more meaningful impact, one step at a time.