Weaving Knowledge Management into the Fabric of Our Design Practice
This video is featured in the Knowledge Management playlist.
Summary
– Real-time Accountability: Responding to the curiosities and scrutiny of senior leaders and managing internal communications often demands immediate access to accurate and impactful information about our work.
– Navigating Distributed Landscapes: We frequently collaborate with distributed teams, diverse stakeholders across federal agencies, and the public we serve, making consistent communication and shared understanding critical yet challenging.
– Tackling Increasingly Complex Challenges: The problems we address span legacy systems and processes to implementing emerging technologies, requiring our team to quickly onboard to novel domains and effectively engage with subject matter experts who may have established ways of working.
– Combating Knowledge Loss: With the inevitable ebb and flow of personnel, the risk of losing invaluable project history, contextual understanding, and tacit knowledge is a constant concern.
– The Pressure of Speed and Documentation: The urgency of design projects with federal agencies often clashes with the time required for thorough documentation, leading to a “”Groundhog Day”” scenario of repeated problem-solving and inefficient knowledge transfer.
– Breaking Down Silos: Despite our collaborative nature, the potential for siloing across project teams and functional areas within client agencies can hinder holistic solutions and shared learning.
These challenges are not unique to the public sector. Design teams within large organizations across industries grapple with distributed collaboration, complex domains, knowledge retention, time and resourcing pressures, and the need to demonstrate value to diverse stakeholders.
Key Insights
-
•
Knowledge management in government design requires dynamic, systemic, and agile approaches beyond simple record keeping.
-
•
Massive turnover of term-limited staff in 2020 forced a strategic investment in knowledge management to preserve institutional memory.
-
•
A foundational step was creating a shared language and information architecture to frame and socialize design work.
-
•
Storytelling at key project milestones, stripped of jargon, improved leadership understanding and stakeholder confidence.
-
•
Embedding knowledge capture into mandatory government processes such as billing and reporting increased data consistency.
-
•
Balancing flexibility at project-level with an overarching formal knowledge framework enabled portfolio-wide insights.
-
•
Robust knowledge management empowered advocacy by equipping teams to engage skeptical, risk-averse government leaders effectively.
-
•
Long-term partnerships, like with the Veterans Experience Office, benefited from trust fostered through extensive documentation and shared knowledge.
-
•
Knowledge management systems acted as a critical asset to adapt rapidly to shifting political priorities and organizational changes.
-
•
Despite the Lab’s closure, the legacy of knowledge management lives on through alumni, partners, and ongoing civic design initiatives.
Notable Quotes
"We define knowledge management as a dynamic, systemic, and agile approach to creating, capturing, storing, and sharing knowledge."
"The act of naming, organizing, structuring information is itself a foundational design decision plan for the future."
"Most of our team members held term positions, and in 2020 we experienced a mandatory turnover of nearly our entire staff, creating risk of knowledge loss."
"We implemented a routine practice of concise storytelling to capture key milestones that otherwise might be overlooked."
"Knowledge management empowers advocacy—leverage documented knowledge to effectively engage leaders and win over skeptics."
"We designed many activities to hook into mandatory processes, like billing and reporting, to ensure consistent documentation."
"The internal dialects developed by project teams require intentional translation into a formal, limited lattice framework for portfolio analysis."
"Balancing defining best practices with enabling experimentation improves the breadth and quality of work."
"It’s not just an admin task; knowledge management provides agency and enabling information to the entire team and organization."
"All is not lost; our knowledge management systems built credibility, trust, and serve as an invaluable resource beyond our tenure."
Or choose a question:
More Videos
"Personalization of accessibility settings will be the next big shift, letting users avoid repeated microaggressions like repeatedly enabling captions."
Sheri Byrne-HaberThe Importance of Accessible Design Systems
January 8, 2024
"I got a no. The message I was hearing was, scale the best you can with what you have and make it work."
Abbey Smalley Sylas SouzaScaling UX Past the Size of Your Team
January 8, 2024
"Tools like Obsidian and Notion are hypertext-native and make linking a first-class feature, fulfilling visions from the 1960s."
Jorge ArangoExploding the Notebook: How to Unlock the Power of Linked Notes (2nd of 3 seminars)
April 19, 2024
"We realized we didn’t have a well-articulated purpose or guiding principles for the types of customer experiences we aspired to deliver."
Sarah WilliamsA Framework for CX Transformation
June 11, 2021
"When you allow people to share their story, it's not just sharing to share; it's to contribute to better products, policies, and services."
Yasmine KhanChecking Bias and Listening to Financially Vulnerable Americans
March 30, 2020
"Resiliency is not necessarily how we react to challenges, but how we move beyond them."
Dave MaloufTheme 3: Introduction and Provocation
January 8, 2024
"Our goal ultimately is not to deploy a static solution but to make sure humans in the system achieve their goals successfully as often as possible."
Jeff GothelfWho does what by how much?
November 20, 2025
"It's almost impossible to do a survey without using some kind of tool nowadays."
Aleksandra Korczynska Caroline Jarrett Justyna ParmeeSurvey Tools
March 12, 2026
"A seat at the table versus building the table means setting routines where all the right partners come together regularly."
Frank DuranPartnership Playbook: Lessons Learned in Effective Partnership
January 8, 2024
