I want to think out loud a little bit about a concept that has been stuck in my head for the past few months:
"Rationing by friction"
the (sometimes unintentional, sometimes malicious) phenomenon of restricting access to govt services by way of process & paperwork requirements
In a lot of ways, the ideas we talk about (user-centered design, service design, usability, feedback loops, instrumentation) are often taken as niceties, when in fact they are targeting a core problem:
every friction-laden step prevents some # of people from getting help