Beyond User Needs: Why We Need an Expanded Design Philosophy for the Digital Public Sector

Richard Pope, in his book Platformland: An Anatomy of Next-Generation Public Services argues that the traditional focus on user-centered design, while necessary, is insufficient for creating effective digital public services.

He advocates for an expanded design philosophy that moves beyond simply meeting individual user needs to address broader systemic, democratic, and societal considerations.

Key elements Pope believes are required to achieve this expanded design philosophy:

Seamful Design Over Seamless Design

Pope challenges the conventional push for “seamless” digital services modelled after private-sector tech giants like Amazon or Apple. He argues that public services, shaped by laws, duties, and democratic values, should prioritize transparency and accountability over frictionless experiences.

Instead of hiding complexity, services should expose “seams” to make processes understandable, allowing citizens to see how decisions are made and fostering trust. This concept of “seamful design” ensures that services are clear about their operations, aligning with the democratic principle of “government by explanation.

Co-Production and Citizen Participation

Drawing on the work of Nobel laureate Elinor Ostrom, Pope emphasizes co-production, where citizens actively participate in the design and delivery of public services. This approach contrasts with treating the public as mere consumers and instead fosters collaborative relationships between service providers, civil society, and users to create more relational, less transactional services.

Reducing Administrative Burden

Pope critiques current public sector digitization efforts that often replicate bureaucratic inefficiencies online, creating new administrative burdens. He calls for services designed to simplify interactions and reduce friction, using automation and digital infrastructure to make life easier for citizens while maintaining accountability.

This involves restructuring service delivery to leverage modern technology capabilities, such as digital credentials and APIs, to streamline access to services without requiring users to share unnecessary personal information.

Digital Platforms and Infrastructure as Core to Governance

Pope envisions public services built on robust digital platforms and shared infrastructure, inspired by the Unix philosophy of modular, interoperable components that do one thing well. He advocates for centralized foundational data accessible via APIs and unique identifiers, enabling services like digital credentials to act as “digital social objects” that hold meaning for users.

Examples include systems like Estonia’s X-Road or India’s digital infrastructure, which support cross-society transactions. This approach positions digital infrastructure as critical to modern state operations, not an afterthought.

Responsible Governance and New Institutions

As digital public infrastructure grows, Pope stresses the need for new governance models and institutions to set standards, ensure accountability, and protect against misuse (e.g., “tyranny-proof” systems). These institutions should include technologists, designers, and policymakers to manage shared infrastructure and mitigate risks, such as those posed by AI or poor data governance.

Political and Societal Context

Pope highlights the political nature of digital services, stating, “Software is politics now.” He argues that digital services must address broader questions about the role of the public sector in the digital age and the politics of service delivery. This includes designing services that support democratic participation, enable behavior change, and manage fluctuating administrative burdens, rather than focusing solely on individual outcomes.

Learning from Global Examples

Pope draws on global case studies, such as India’s Bhashini platform for language translation and Estonia’s data exchange systems, to illustrate how digital infrastructure can serve diverse populations. However, he notes a need for more varied examples beyond a few countries to fully explore the potential of these ideas.

Balancing Innovation with Practicality

While advocating for visionary approaches, Pope grounds his philosophy in practical design patterns (30 outlined in *Platformland*) and strategic interventions (10 proposed) to guide implementation. He emphasizes incremental funding models and small test-and-learn teams to build capacity and adapt to real user needs in live services, ensuring that innovation remains feasible and user-focused.

Conclusion

In summary, Pope’s expanded design philosophy for the digital public sector calls for a shift from purely user-centric, seamless design to a framework that embraces transparency, co-production, robust digital infrastructure, and responsible governance. By embedding democratic values, simplifying complexity, and rethinking the role of digital services in civic life, Pope aims to create public services that are more equitable, transparent, and effective for all citizens.