Rare is the project we work on that does not delve into service design, and not just digital design. In fact, in every product team we have, in addition to our research and design, and our engineers, there's a member of our policy team on that team as well for exactly this reason. Service design spans across. To communities like yours where connectivity is at issue and where complexity is to grow, we design with those users in mind. We go to those people.
For instance, this isn't necessarily an example about disconnected users, but the work we did for citizenship exam rescheduling for folks who were trying to change citizenship, we knew that some subset of the people who would need to reschedule citizenship exams would be doing so from their phones, because it's the only Internet access they had. Those connections might be intermittent, so that particular service was designed to work even when their connection goes in and out. It was designed to work on a phone, computer, gaming console, on any access they had, so that whatever level of access they had, it was going to be an experience they were not going to suffer through.
Every service is different. Every service has different requirements, different needs based on who's consuming the services, but that's why it's so important and why it's the first of the digital standards to put your users at the centre of the design experience, not just digitally but for the entire service design.