Service design updates (#405)

* Updated about.md with new service design language

New service design language has been added to the UX guide and tracked using a google doc. This push updates the language on the about page to the new service design language.

* Updated resources.md with new service design language

* Updated resources.md with new service design language

* added service design updates to our-approach/values-and-principles.md

* Updated our-approach/defining-design.md with new service design language.

* Updated our-approach / stay-lean.md with new service design language

* Updated our-approach/ meet-people-where-they-are.md with new service design language.

* Updated research / index.md with new service design language.

* Updated research / clarify-the-basics.md with new service design language.

* Updated research / plan.md with new service design langauge

* Updated research / make-research-actionable.md with new service design language

* updated design / index.md with new service design language

* Updated design / build-a-prototype.md with new service design langauge

* removed sentence fragment in make-research-actionable.md

* Update stay-lean.md

fixing broken links

---------

Co-authored-by: evoeges <[email protected]>

_pages/about.md

@@ -8,20 +8,20 @@ description: "How 18F user experience (UX) designers improve interactions betwee
 [//]: make it possible to put a class on a ul tag
 {::options parse_block_html="true" /}
 
-18F user experience (UX) designers join cross-functional teams to improve interactions between government agencies and the people they serve. The 18F UX Guide helps us get this job done. It’s a starting point for UX design at 18F: doing it, discussing it, and ensuring it’s done to a consistent level of quality.
+18F designers join cross-functional teams to improve interactions between government agencies and the people they serve. The 18F UX Guide, or User Experience Guide, helps us get this job done. It’s a starting point for design research at 18F: doing it, discussing it, and ensuring it’s done to a consistent level of quality. Throughout this guide we use “design research” as a substitute and broader  term for “user research” to show the focus of our research work is making designs better for people.
 
 
 ## What this guide is
 
-Like [our 18F Content Guide](https://content-guide.18f.gov/how-to-use-this-guide/), the 18F UX guide is written for our internal designers, but we hope it’s a useful reference for anyone. Our working assumptions for this guide include that 18F UX designers are expected to possess, among other things:
+Like [our 18F Content Guide](https://content-guide.18f.gov/how-to-use-this-guide/), the 18F User Experience guide is written for our internal designers, but we hope it’s a useful reference for anyone. Our working assumptions for this guide include that 18F designers are expected to possess, among other things:
 
 * design research skills
 * the ability to skillfully navigate organizational relationships
 * the communication and facilitation skills to explain research clearly and run co-design and workshop sessions
 * consulting and coaching skills, especially supporting those new to research, design, and/or modern development practices
-* the ability to deliver artifacts that guide development, like wireframes and prototypes
+* the ability to deliver artifacts that guide development and service improvements, like wireframes, service blueprints, and prototypes
 
-This guide includes information that may be new to the designers we hire (who may be new to government), and useful starting points for conversations with the people we work with (who may be new to design). For details of specific UX activities and how to conduct them, see [18F's methods](https://methods.18f.gov/).
+This guide includes information that may be new to the designers we hire (who may be new to government), and useful starting points for conversations with the people we work with (who may be new to design). For details of specific UX and service activities and how to conduct them, see [18F's methods](https://methods.18f.gov/).
 
 18F staff should consult the following additional guidance:
 
@@ -33,7 +33,7 @@ This guide includes information that may be new to the designers we hire (who ma
 
 ## How to use this guide
 
-We created this guide for our reference. It’s here for a refresher on [ways to protect research participant privacy]({{site.baseurl}}/research/privacy/), or for quick access to [UX-related templates, presentations, etc.]({{site.baseurl}}/resources/) You’re also welcome to read it from start to finish if you like.
+We created this guide for our reference. It’s here for a refresher on [ways to protect research participant privacy]({{site.baseurl}}/research/privacy/), or for quick access to [design-related templates, presentations, etc.]({{site.baseurl}}/resources/) You’re also welcome to read it from start to finish if you like.
 
 This guide is divided into three sections:
 
@@ -45,16 +45,16 @@ This guide is divided into three sections:
 
 
 
-If you have any suggestions or want to get involved, read [our contributing page on GitHub](https://github.com/18F/ux-guide/blob/main/CONTRIBUTING.md#non-18F-contributors); find us on our TTS Slack in either #ux, #ux-guide, or #g-research; or [create an issue in GitHub](https://github.com/18F/ux-guide/issues).
+If you have any suggestions or want to get involved, read [our contributing page on GitHub](https://github.com/18F/ux-guide/blob/main/CONTRIBUTING.md#non-18F-contributors); find us on our TTS Slack in either #ux, #ux-guide, #service-design, or #g-research; or [create an issue in GitHub](https://github.com/18F/ux-guide/issues).
 
 
 ## Reusing this guide in other organizations
 
 As a work of the federal government, this project is in the public domain within the United States. Additionally, we waive copyright and related rights in the work worldwide through the [Creative Commons CC0 1.0 Universal public domain dedication](https://creativecommons.org/publicdomain/zero/1.0/legalcode).
 
-This guide is written for internal use and is shared in the spirit of open source.  This guide is a product of what we’ve learned from doing UX research and design in government over the past few years, in collaboration with GSA’s Office of General Counsel, Privacy Office, PRA (Paperwork Reduction Act) Desk Officer, and our partners within GSA and throughout other agencies.
+This guide is written for internal use and is shared in the spirit of open source.  This guide is a product of what we’ve learned from doing UX and service research and design in government over the past few years, in collaboration with GSA’s Office of General Counsel, Privacy Office, PRA (Paperwork Reduction Act) Desk Officer, and our partners within GSA and throughout other agencies.
 
-Feel free to [fork this guide  via GitHub](https://help.github.com/articles/fork-a-repo/) on GitHub and personalize it for your organization; we trust you’ll change it in whatever ways are best for you. If you have a suggestion, spot an error, or otherwise want to make constructive contribution to this guide, head over to [our contributing page hosted on GitHub](https://github.com/18F/ux-guide/blob/main/CONTRIBUTING.md#non-18F-contributors).
+Feel free to [fork this guide  via GitHub](https://help.github.com/articles/fork-a-repo/) on GitHub and personalize it for your organization; we trust you’ll change it in whatever ways are best for you. If you have a suggestion, spot an error, or otherwise want to make constructive contributions to this guide, head over to [our contributing page hosted on GitHub](https://github.com/18F/ux-guide/blob/main/CONTRIBUTING.md#non-18F-contributors).
 
 ## References
 

_pages/design/build-a-prototype.md

@@ -25,15 +25,18 @@ Use prototypes to:
 - Demonstrate that your ideas are technically possible
 - Explore/set up the deployment process
 - Demonstrate a collaborative design process
-- Reduce risk
+- Reduce risk (“What are the riskiest assumptions and how can we test them?”)
 - Validate a [design hypothesis [18F design methods]](https://methods.18f.gov/decide/design-hypothesis/)
 
-Prototypes can range in fidelity from basic paper prototypes to fully functional software. The idea is to build something that will help you answer your questions with the least investment. Prototyping can take many different forms depending on what you are trying to do. For example:
+Prototypes can range in fidelity from basic paper prototypes to fully functional software.  Prototypes can be digital products as well as services. The idea is to build something that will help you answer your questions with the least investment. Prototyping can take many different forms depending on what you are trying to do. For example:
 
 - Paper sketches are fast to make and to change, and easy for the whole team to participate in designing
 - [Wireframes [18F design methods]](https://methods.18f.gov/make/wireframing/) are preliminary blueprints that can help teams align on structure, placement, and hierarchy for a product or service
 - Static visual mock-ups can help communicate and test things like brand identity and tone
 - Clickable prototypes can help test usability by finding out if users can complete the needed tasks
+- A service prototype or simulation that mimics, as much as possible, what users might experience which can include space, online and offline touchpoints, people, and time
+- Service storyboards that visualize scenarios of a future service and can illustrate parts of a service
+
 
 
 ## Communicating with prototypes
@@ -70,7 +73,7 @@ Once they’ve added your account, you can [sign in](https://pages.cloud.gov/) b
 
 ## Authorized prototyping tools
 
-Depending where you worked prior to joining 18F, you are probably accustomed to having some flexibility around your design toolset. Working for the government means only using tools that have been granted an Authority to Operate, an approval granted after a thorough review of the secuirty and privacy of a tool. Due to the sensitive nature much of the data we encounter of government work, we are only allowed to use GSA IT-approved tools.
+Depending where you worked prior to joining 18F, you are probably accustomed to having some flexibility around your design toolset. Working for the government means only using tools that have been granted an Authority to Operate, an approval granted after a thorough review of the security and privacy of a tool. Due to the sensitive nature of much of the data we encounter in government work, we are only allowed to use GSA IT-approved tools.
 
 Don’t fret! 18F has done a great job of getting us licenses to standard prototyping [tools as listed on the TTS handbook](https://handbook.tts.gsa.gov/design/#tools). To request licenses, [review the TTS Handbook](https://handbook.tts.gsa.gov/design/#tools). Ensure you review the usage parameters for each tool.  
 

_pages/design/index.md

@@ -8,5 +8,5 @@ sidenav: design
 sticky_sidenav: true
 ---
 
-This section covers prototypes, how they inform our work and what prototypes help us convey. It contains resources to get started prototyping with our website publishing platform, [Cloud.gov Pages](https://cloud.gov/pages/), as well as information and resources related to the U.S. Web Design System, —the set of website standards agencies should use per the 21st Century IDEA.
+This section covers prototypes, how they inform our work and what prototypes help us convey. It contains resources to get started prototyping with our website publishing platform, [Cloud.gov Pages](https://cloud.gov/pages/), as well as information and resources related to the [U.S. Web Design System](https://designsystem.digital.gov/)— the set of website standards agencies should use per the 21st Century IDEA.
 

_pages/our-approach/defining-design.md

@@ -7,26 +7,33 @@ sidenav: our-approach
 sticky_sidenav: true
 ---
 
-We see design as a process of intentionally deciding, over and over, how interactions should work for users, based on research.
+We see design as a process of intentionally deciding, over and over, how interactions and systems should work for people, based on research.
 
 
 ### Design is a series of intentional decisions
 
-Every project is shaped by a series of decisions, whether those decisions are about meeting agendas, research plans, or what constitutes a minimum-viable product. Taking a design approach means identifying opportunities for decision-making, and being intentional about making decisions.
+Every project is shaped by a series of decisions, whether those decisions are about meeting agendas, research plans, how people are engaged in the process, what constitutes a minimum-viable product, or how a technical solution is supported within the wider organization. Taking a design approach means both identifying opportunities for decision-making, and also being intentional about decision-making.
+
+
+### Design impacts equity and inclusion 
+
+Most research focuses on the mindsets, behaviors and experiences of people and groups. There are times when you need to look broadly at the system and structures that fail to serve communities equitably, rather than focusing solely on the community or individual. To create equitable and inclusive products, it is important to move beyond understanding an individual participants’ experience to the broader system they interact with and the barriers they face.
 
 
 ### Design depends on context
 
-What’s the right approach? It depends. We use [design research]({{site.baseurl}}/research/clarify-the-basics#what-it-is) to better understand the problems we might solve, and the systems those problems connect to. We actively validate the success of our solutions through design research.
+What’s the right approach? It depends. We use [design research]({{site.baseurl}}/research/clarify-the-basics#what-it-is) to better understand the problems we might solve, the systems those problems connect to, and what the opportunities for technical and service changes are. We actively validate the success of our solutions with people through ongoing and iterative design research.
+
 
+### Design supports people's needs
 
-### User-centered design is for people
+We proactively engage with people to understand their needs and determine how well our decisions have met those needs. Since some of our work involves creating solutions that are used, managed, delivered, or informed by government employees or partner organizations, who we engage in the work may not always be just members of the public.
 
-We proactively engage with users to understand their needs and determine how well our decisions have met those needs. Since some of our work involves creating solutions that are used by government employees, our users are not always members of the public.
+Stakeholders are anyone with a legitimate interest in what we’re designing. Stakeholders include our agency partners and the people they serve—that is, their constituents. We regularly collaborate with our agency partners, and while all design processes must take their needs into consideration, our process ultimately puts those most impacted by our work at the center of our decision-making as our primary concern.
 
-Stakeholders are anyone with a legitimate interest in what we’re designing. Stakeholders include our agency partners and the people they serve—that is, their users. We regularly talk with our agency partners, and while all design processes must take stakeholder needs into consideration, our process ultimately puts users, rather than stakeholders, at the center—that is, as our primary concern.
+### Design should be cross-functional
 
-When design is practiced together, it creates shared understanding. We bring together cross-functional teams to arrive at more well-informed, less [biased]({{site.baseurl}}/research/bias/) decisions. Moreover, we rely on two kinds of thinking:
+When design is practiced together, it creates shared understanding. We bring together cross-functional teams, including a range of different types of designers, to arrive at more well-informed, less [biased]({{site.baseurl}}/research/bias/) decisions. Outside of the range of methodologies that come from different design approaches, cross-functional teams allow for two kinds of thinking:
 - **Divergent thinking** helps us to identify opportunities for decision making, and to explore possible choices
 - **Convergent thinking** helps us narrow our choices, and follow through on our decisions
 
@@ -35,12 +42,12 @@ Intentionally transitioning between divergence and convergence helps make the de
 
 ### Design shapes organizations, and vice-versa
 
-Products and services impose requirements on the organizations that support them, and vice-versa. We shouldn't design an agency’s homepage to include images on every news post, for example,  if we haven’t yet made certain that agency can reasonably source images for each of its news posts. To best support the endeavor as a whole, we want to proactively acknowledge when our design recommendations will require organizational shifts or new resources.
+Products and services impose requirements on the organizations that support them, and vice-versa. We shouldn't design an agency’s homepage to include images on every news post, for example,  if we haven’t yet made certain that the agency can reasonably source images for each of its news posts. To best support the endeavor as a whole, we want to proactively acknowledge when our work may require nw investments, organizational shifts or new resources.
 
 
 ### Design is never done
 
-We don’t have all the answers. And that’s okay. We take an iterative, cyclical, [lean]({{site.baseurl}}/our-approach/stay-lean) approach. We try things out. We commit to continuous improvement using critiques, [wireframes](https://methods.18f.gov/make/wireframing/), [prototypes](https://methods.18f.gov/make/prototyping/), [usability tests](https://methods.18f.gov/usability-testing), etc.
+We don’t have all the answers. And that’s okay. We take an iterative, cyclical, participatory, [lean]({{site.baseurl}}/our-approach/stay-lean) approach. We try things out and learn from them. We commit to continuous improvement using critiques, [wireframes](https://methods.18f.gov/make/wireframing/), [prototypes](https://methods.18f.gov/make/prototyping/), [usability tests](https://methods.18f.gov/usability-testing), service blueprints, etc. and we strive to build the capacity of our partners to do the same. 
 
 ![A conceptual image that describes iterative design. The phrase 'iterative design' is surrounded by four labels connected by a circle of clockwise-pointing arrows. Starting at the top, the labels read 'concept', 'try it out', 'gather feedback', 'incorporate feedback']({{site.baseurl}}/images/iterative-design.png)