Designing Agentic Performance Systems for Public Services
ICD worked along with client’s team members to design workflows and UI/UX for agentic POCs that help governments monitor how well citizen-facing products and services are performing. The idea was to move beyond static reporting and create a product that helps teams track adoption, sentiment, service quality and department-level performance in real time. Across dashboards, insight cards, AI prompts, performance views and conversational assistance, the experience was designed to help public-sector teams learn what is working, identify what needs intervention, reward strong performers and push weaker departments to improve. Designed and taken to production as a POC within about a week, the product brought together monitoring, analysis, escalation and action in one cohesive.
Turning performance into something visible and actionable
ICD’s thinking focused on making public-service performance easier to read at a glance. Instead of only showing metrics, the interface translated them into live signals such as product health, citizen sentiment, rising complaints, service risk and department momentum. This helped decision-makers quickly understand whether a product was performing well, where attention was needed and which teams were setting the benchmark for others.
Placing AI inside the decision loop
The AI layer was designed to do more than answer questions. It helped interpret trends, surface hidden issues, summarise call and case data, recommend next actions and highlight opportunities for recognition or escalation. Whether the issue was a drop in public opinion, strong departmental performance or a new policy update, the product was shaped so users could move from insight to response without leaving the flow.
Creating a modern and agentic government experience, fast
The visual direction was intentionally cool, modern, dark-mode and slightly magical, so the product felt intelligent, contemporary and forward-looking rather than administrative and heavy. ICD used this design language to give the POC a strong sense of personality while still keeping it credible for government use. The result was a polished, agentic experience built in a very short span, showing ICD’s ability to think out of the box and turn complex public-sector ideas into testable product concepts quickly.
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