Designing for People on Their Worst Day: Why Empathy and Resilience Matter in Public Service UX

Upset African American man with hand covering face, sitting in front of a computer

If you want to help people, design something that works for them when they’re having the worst day of their life.

This is a principle I’ve returned to time and again as a UX leader in federal service. Over the years, I’ve helped build platforms like USA.gov and Vote.gov—tools that millions rely on to navigate complex, often intimidating public systems.

But behind every click, every form, every interaction is a real person who might be scared, overwhelmed, or desperate. Maybe they’re seeking help after a crisis, trying to understand confusing benefits, or simply struggling to find a trusted source of information in a stressful moment.

Designing for these moments means thinking beyond aesthetics or even usability. It means building with empathy, deep understanding, and resilience. It means creating experiences that don’t just work on a good day, but that support people through their worst ones.

What does that look like in practice?

For me, it’s about grounding every decision in the lived experience of users who are often marginalized or pushed to the edges. It means asking:

• How will this interaction feel when someone is scared or overwhelmed?

• Does this language respect their dignity and build trust?

• Have we removed unnecessary complexity and cognitive load?

• Have we tested with people who truly represent the diversity of those we serve?

  
  

The role of resilience

Resilience isn’t just personal—it’s professional. Designing for crisis moments requires emotional stamina, patience, and an unwavering commitment to equity. It means advocating for accessibility and inclusion even when systems resist change or timelines are tight.

It’s this resilience that allows me to lead cross-functional teams, mentor others, and push for design that truly centers people—especially those too often left out.

Why this matters now

In an era where trust in public institutions can be fragile, every digital interaction is an opportunity to rebuild confidence and show that government works for all. Accessible, empathetic design can be a lifeline, restoring dignity and helping people navigate complexity with clarity.

Looking forward

There’s so much more to do—and I’m grateful to be part of a community working toward design that truly serves everyone. I’m excited to see what we build next.