Designing What's Next: Turning IT Modernization into "Delight by Design"
For defense organizations, enterprise IT modernization is closely tied to mission readiness. As agencies layer new capabilities onto already complex environments, attack surfaces expand, cybersecurity teams face mounting strain, and mission outcomes increasingly depend on whether users can securely access what they need without unnecessary friction. The modernization challenge spans cybersecurity, IT service management, application improvement, and the growing potential of AI.
In a recent Breaking Defense Q&A, Tim Gilday, Leidos vice president of Enterprise Digital Experience, and Bethany Leickly King, Leidos chief experience officer, Defense Enterprise IT Modernization, discuss why modernization efforts may benefit from being connected to both mission outcomes and affordability. Their perspective highlights the potential value of integrating human-centered design, organizational change management, and user adoption planning from the outset, alongside cybersecurity and data readiness, to help promote smoother transitions, stronger adoption, and long-term sustainment.
Gilday notes that while agencies are eager to adopt emerging technologies, many are already operating within a jungle of tools. Some are underutilized, others are redundant, and some may introduce unknown security risks. When new technologies are added to these environments without rationalization, they can introduce additional threat vectors and increase complexity. This rapid pace of change can limit the time available to address security concerns and place added pressure on cybersecurity teams.
From an affordability standpoint, Gilday points to the importance of moving beyond short-term cost cutting toward a total cost of ownership perspective. While budget pressures can lead to near-term trade-offs, longer-term value is often associated with strategic upfront investments, particularly as agencies integrate AI and automation. Over time, these approaches may help reduce operational costs and complexity.
King adds that modernization efforts can face challenges when stakeholders experience uncertainty or resistance to change, especially when concerns arise around costs, resources, or shifting responsibilities. To address this, Leidos works with customers early in the planning and design phases to clarify expectations around what may change, what may remain the same, and how roles and responsibilities could evolve. By incorporating structured organizational change management throughout the project lifecycle, agencies can better navigate transitions and support user adoption.
Key themes from the discussion include:
How fragmented IT environments may contribute to increased cyber risk
Why affordability considerations benefit from long-term planning
The role of human-centered design in helping reduce friction and human error
How organizational change management can support sustained transformation
At the center of Leidos’ approach is a principle Gilday calls “delight by design.” It reflects a belief that government employees and constituents value secure, intuitive technology experiences that can support efficient and confident outcomes. As King observes, designing for delight with intent may help elevate customer experience as a meaningful contributor to mission success.
