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Government doesn’t have needs



Published on | Prototyping: From UX to Front End — Medium Charles RT We the people — http://ift.tt/2mBPpuq People do Last month I gave a lightning talk at a digital, data and technology event in government. The talk was about changing the words we use to change the services we deliver. This is important because the words we use — often unconsciously — affect our mental model, the decisions we make and how we act, which shapes what we deliver. I tried to squeeze a lot into a three minute talk: First, stop using the word customer,