Some interesting thoughts from 7:16 to 9:02 on how governments communicate with their citizens and how designers could fix it.
There is still horrible government communications. If I look at the text forms. They are just as bad as they were forty years ago. And I could make them a hundred times better in two days. But they don't realize it's something that people can do. They go to their advertising agencies, and their advertising agencies aren't interesting in forms. You know, they do big campaigns. And if they came to me, I would do the form, not the campaign. [...]