Federal agencies are under increasing pressure to modernize how they deliver services, both to the public and their workforce. While customer experience (CX) initiatives have raised awareness of the need for more user-centered services, many agencies struggle to translate CX insights into real, measurable improvements. Human-Centered Government: Innovation Through Service Design provides a groundbreaking approach to solving this challenge by introducing service design as the missing link between strategy and execution. Written by a leading expert in federal service transformation, Luis Barés, former Head of Customer Experience (CX) at NASA and Head of Product Development for YRCI, a Federal Government Contractor, this book draws on real-world experience improving high-impact government services, enterprise IT systems, and digital transformation initiatives. This book offers a practical, action-oriented framework for federal leaders, program managers, IT teams, and CX professionals who want to modernize government services. Through case studies—including NASA, the TSA, and federal IT service management—this book demonstrates how service design can bridge siloed operations, streamline workflows, and improve the user experience of government services. Readers will learn how to: Move beyond PowerPoint-driven governance meetings to facilitate collaborative workshops that drive real change - Apply service blueprinting, customer journey mapping, and persona development to align technology, policy, and operations - Use service design to accelerate IT modernization, digital transformation, and procurement decision-making - Improve the efficiency, accessibility, and user satisfaction of high-impact government services - Evolve CX teams into service design leaders who drive measurable impact across agencies Whether you work in federal IT, digital services, or customer experience, this book will show you how to turn strategy into action and ensure that government services are not just well-intentioned—but effectively designed for the people they serve.