Public sector documents should be designed in a user-centered manner. Here are some principles that form a foundation for user-centered design:
- Planning begins by understanding users and their environment.
- Users participate in design and development work.
- Planning is guided by user evaluation and feedback.
- Planning takes into account the entire user experience.
Public bodies are beginning to take user feedback into account; this is having an impact on the development of administrative documents and forms. However, a more systematic approach is still needed so that documents focus on the user experience throughout the public sector and not only in certain areas such as healthcare.