My keynote at Velocity New York (#VelocityConf) on September 17, 2014. The failure of healthcare.gov was a textbook DevOps (or rather, lack of DevOps) case study. But it’s part of a wider pattern that reminds us that people should be at the heart of everything we build. In fact, getting the “people” part right is the key both to DevOps and great user experience design. It runs from the Internet of Things right through building government services that really work for citizens.