Innovating With People: Unleashing the Potential of Civic Design
Summary
In his opening keynote, Christian Bason, CEO, Danish Design Centre, will share insights from his nearly two decades of work with civic design as an approach to human-centred innovation and sustainable change. Based on his experience from running MindLab, the Danish government’s innovation team, as well as academic research and hands-on design projects with public organisations, Christian will assess the past and present of civic design. He will suggest that while it may seem there is a clash between the empathy, creativity and formgiving in design versus the objectivity, analytics and rationality of bureaucracy, they can be reconciled. The world needs both stability and change, and civic designers who can embrace both perspectives have the potential of transforming how we run government to the benefit of people, society and the planet. Christian will end his presentation by proposing some future directions for civic design that can unleash its full potential in the years to come.
Key Insights
-
•
Civic design is not about managing change but discovering what change is needed through empathy and human-centered research.
-
•
Embedding design studios within government ministries enables strategic partnership and long-term innovation beyond isolated projects.
-
•
Despite bureaucracy’s persistence, empathy and design-driven approaches can and must coexist within public institutions.
-
•
Civic design successfully applies across diverse sectors including health, social services, digital government, justice, immigration, and economic development.
-
•
Prototyping and iterative testing enable rapid learning and reduce risks in public sector innovation despite complex stakeholder environments.
-
•
Sustained use of civic design by public managers over 10 years proves its value and lasting impact on policy and service outcomes.
-
•
A key challenge is scaling human-centered culture across entire organizations rather than confining design to specialized teams or labs.
-
•
Future civic design must focus on systemic, mission-oriented challenges addressing cross-sector and multi-level problems.
-
•
Ethics, inclusion, and digital responsibility (for example using a digital ethics compass) are critical in shaping trustworthy technology in public services.
-
•
Next-generation civic organizations should move beyond hierarchy to self-management, trust, and role-based task definitions to fully unleash human creativity.
Notable Quotes
"Civic design is challenging because it’s about discovering what kind of changes are needed, not just managing change."
"It’s a fake contradiction to say empathy and bureaucracy cannot coexist; we need bureaucracy to have empathy."
"Design makes the abstract tangible by transforming concepts into something with form, shape, and expression."
"Embedding creativity, innovation, and design methodologies in the heart of government is a compelling journey many governments are on."
"We must not build procedures and policies before we really need them, and define tasks not by hierarchy but by roles."
"After 10 years, managers who first encountered civic design still believe it’s the right approach and continue to use it."
"Civic design lets us nuance the full range of citizens’ behavior, which often isn’t purely rational."
"We can prototype policies by imagining a citizen’s daily life if a policy is realized, despite political and time constraints."
"The future of civic design is systemic, mission-driven, ethical, inclusive, and regenerative, considering all living things."
"We have to create human-centered organizations where people thrive by trust and recognition, grow with influence, and want to make a difference."
Or choose a question:
More Videos
"People and process design are real, real things we have to consider, not just the technology piece."
Alexandra SchmidtEnterprise UX Playbook
December 1, 2022
"If you want to have tattoos, you can have tattoos and show them."
Jen Crim Jess Quittner Saritha Kattekola Alex Karr Gurbani PahwaCulture, DIBS & Recruiting
June 11, 2021
"Leadership doesn’t necessarily mean managing people; it means scaling impact through teaching, training, and setting examples."
Christian CrumlishAMA with Christian Crumlish, author of Product Management for UX People
March 24, 2022
"We have to slow down hiring to be more thoughtful and deliberate about who we bring on the team."
Libby MaurerTreating Diversity & Inclusion in Hiring as a Design Problem
December 5, 2019
"Sustainability is not just about the environment, it’s about community."
Ali Jeffery Sheri ChudowHow DesignOps Helped Enable Wall Street to Work Remotely
October 22, 2020
"Jamie Foxx spent 14 hours with his eyes closed to inhabit Ray Charles’ world."
Daniel GloydDesigning From the Inside Out: How Method Acting Can Inspire Design Research
February 12, 2026
"Equipped with the right tools, we can truly meet students where they are."
Kristin SkinnerFive Years of DesignOps
September 29, 2021
"A simple quadrant diagram helped our product manager tell the story to leadership and made him look good."
Johanna KollmannInsights-Driven Product Strategy: Get your Research to Count
December 6, 2022
"Every piece of product can be described using components like intent, viscosity, and flow—making UX a physics problem."
David SternbergUncovering the hidden forces shaping user behavior
July 17, 2025
