Citizen Experience Design (and India)

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Closing keynote presentation for UX India 2013

Published in: Design, Business, Technology

Citizen Experience Design (and India)

  1. 1. CITIZEN EXPERIENCE DESIGN Examples, Challenges and Opportunities for Improving the Citizen Experience UX India 2013 | October 26, 2013 | Bangalore Jess McMullin | The Centre for Citizen Experience | @jessmcmullin #uxindia13 #citx
  2. 2. THANK YOU SO MUCH FOR INVITING ME…
  3. 3. YOU HAVE OUTSTANDING TALENT AND EVEN GREATER POTENTIAL…
  4. 4. WHY I’M HERE TODAY
  5. 5. MAP
  6. 6. 1996
  7. 7. 2003
  8. 8. START MY OWN FIRM FORTUNE 500 SILICON VALLEY PITCH AGAINST THE BEST WIN BURN OUT REBOOT.
  9. 9. 2009
  10. 10. GOVERNMENT FACES REAL CHALLENGES http://www.flickr.com/photos/vincealongi/2790464608
  11. 11. UNFORTUNATELY, IT’S GOING TO GET EVEN HARDER.
  12. 12. Shrinking Revenue and Resources in Government THE SERVICE PARADOX THAT WILL DEFINE THE NEXT DECADES. Increasing Demand for Services HOW DO WE CLOSE THIS SERVICE GAP?
  13. 13. WE NEED TO REDESIGN GOVERNMENT http://www.flickr.com/photos/whalt/175352360
  14. 14. HOW?
  15. 15. ONE PIECE OF THE PUZZLE
  16. 16. CUSTOMER EXPERIENCE TRANSFORMATION http://www.flickr.com/photos/mr_t_in_dc/2415124094
  17. 17. APPLE
  18. 18. CUSTOMER EXPERIENCE
  19. 19. CITIZEN EXPERIENCE
  20. 20. PONDER ON YOUR OWN CITIZEN EXPERIENCE FOR A MOMENT…
  21. 21. ♥ WHERE’S YOUR ‘I ♥ GOVT?’ T-SHIRT? http://www.flickr.com/photos/omaromar/4961643547
  22. 22. SO HOW DO WE CHANGE THE CITIZEN EXPERIENCE?
  23. 23. CUSTOMER EXPERIENCE DESIGN
  24. 24. CITIZEN EXPERIENCE DESIGN
  25. 25. CITIZEN EXPERIENCE DESIGN: THE APPLICATION OF DESIGN TO GENERATE INNOVATIONS THAT HELP GOVERNMENT WORK BETTER FOR PEOPLE.
  26. 26. DESIGN FOR CHANGE
  27. 27. THREE THINGS WE NEED SO THAT DESIGN DRIVES CHANGE
  28. 28. DESIGN AS A PROCESS
  29. 29. DESIGN AS A CAPABILITY
  30. 30. DESIGN AS A CULTURE
  31. 31. DESIGN AS A PROCESS FOR UNDERSTANDING, DEFINING, AND SOLVING PROBLEMS AND OPPORTUNITIES.
  32. 32. PEOPLE ZOOM
  33. 33. discover define define the right problem or opportunity design develop create the right solution Based on UK Design Council Double Diamond process
  34. 34. The Squiggle | Damien Newman, Central | CC:BY ND
  35. 35. THE POWER OF POSSIBILITY http://www.flickr.com/photos/jurvetson/2542450115
  36. 36. THE POWER OF REAL WORLD OBSERVATION http://www.flickr.com/photos/artcriminal/3669455518
  37. 37. THE POWER OF SEEING SYSTEMS http://www.flickr.com/photos/ethanhein/2272885283
  38. 38. THE POWER OF VISUALIZING & MAKING http://citizenexperience.com
  39. 39. THE POWER OF ITERATION http://www.flickr.com/photos/robinkearney
  40. 40. THE POWER OF CODESIGN http://www.flickr.com/photos/edublogger/5663869738
  41. 41. POWER TO MAKE MEANING FOR PEOPLE http://www.flickr.com/photos/eileendelhi/144335765
  42. 42. DESIGN AS A CAPABILITY THE TALENT, TIME, BUDGET, AND TRAINING TO APPLY DESIGN TO UNDERSTANDING, DEFINING, AND SOLVING PROBLEMS AND OPPORTUNITIES
  43. 43. DESIGN EXPANDS YOUR TOOLBOX
  44. 44. WITH SOME NEW TOOLS
  45. 45. BUT WE HAVE TO HAVE THE CAPABILITY TO USE THOSE TOOLS
  46. 46. DESIGN AS A CULTURE THE ORGANIZATIONAL DESIGN MATURITY TO APPLY DESIGN TO THE HEART OF THE BUSINESS.
  47. 47. DESIGN AS A CULTURE THE ORGANIZATIONAL DESIGN MATURITY TO APPLY DESIGN TO THE HEART OF THE BUSINESS. (START SMALL)
  48. 48. 4+ YEARS (AND ONGOING) FOR B.C.
  49. 49. PROCESS + CAPABILITY + CULTURE = RESULTS
  50. 50. REDUCE SERVICE FAILURE+ INCREASE VALUE http://www.flickr.com/photos/cloneofsnake/2825436246
  51. 51. Service Delivery Costs THE KEY PROMISE: CITIZEN EXPERIENCE DESIGN CAN HELP LOWER COSTS AND IMPROVE OUTCOMES Improved outcomes for stakeholders & government
  52. 52. CHALLENGES
  53. 53. IT’S EASY TO TALK ABOUT CITIZEN EXPERIENCE
  54. 54. AS YOU MAY EXPECT, IT CAN BE A BIT HARDER TO ACTUALLY DO SOMETHING ABOUT IT.
  55. 55. ALL THE TYPICAL CHALLENGES OF ANY CHANGE IN ANY ORGANIZATION…
  56. 56. RECOGNIZING CHALLENGES IS FIRST STEP TO OVERCOMING THEM http://www.flickr.com/photos/tambako/3948318155/
  57. 57. 3 THESE IN PARTICULAR
  58. 58. TOP 3 CHALLENGES FOR CITIZEN EXPERIENCE DESIGN 1. SERVICE MONOPOLY IN GOVERNMENT 2. COMPETING INTERESTS & TRADEOFFS 3. SCALE
  59. 59. 1. SERVICE MONOPOLY IN GOVERNMENT * A note for Cam Lane and every other wonderful public servant: I believe the overall legacy of government is overwhelmingly positive.
  60. 60. 2. COMPETING INTERESTS
  61. 61. 3. SCALE
  62. 62. BUT I AM WILDLY OPTIMISTIC WE WILL MEET THE CHALLENGE…
  63. 63. WILDLY OPTIMISTIC BECAUSE OF THE AMAZING TALENT HERE AT UX INDIA
  64. 64. I AM COUNTING ON YOU TO FIGHT THE CROCODILES http://www.flickr.com/photos/tambako/3948318155/
  65. 65. STORIES
  66. 66. TEXTIZEN & CITY OF PHILADELPHIA Photos & Screens Courtesy of Textizen
  67. 67. TEXTIZEN
  68. 68. THE SAME 20 PEOPLE PROBLEM
  69. 69. THE OBVIOUS ANSWER: SOCIAL APP!
  70. 70. 50% Smartphone adoption across the United States 80
  71. 71. 85% Text message adoption across the United States 81
  72. 72. Focusing on text messaging lets Textizen bring citizen engagement to the same place and time as the experience itself.
  73. 73. TEXTIZEN ENABLES A CONVERSATION
  74. 74. CROSSCHANNEL IN GUADALAJARA
  75. 75. DON IVESON & THE CITY OF EDMONTON Video courtesy Councilor Don Iveson and the City of Edmonton. Project photos by yours truly.
  76. 76. MEET COUNCILOR IVESON
  77. 77. UK GOVERNMENT DIGITAL SERVICE
  78. 78. http://www.flickr.com/photos/benterrett/8576183560
  79. 79. OPPORTUNITIES
  80. 80. SO WHAT CAN YOU DO?
  81. 81. THE OPPORTUNITY IN INDIA
  82. 82. Finding Opportunity Learning to Walk Crocodiles
  83. 83. 1. WE RECOGNIZE THAT DESIGN HELPS MORE THAN STARTUPS, OUTSOURCING, AND ENTERPRISE SOFTWARE. DESIGN MAKES A DIFFERENCE.
  84. 84. YOU MAKE A DIFFERENCE
  85. 85. 2. UNDERSTAND THE VALUE OF DESIGN…
  86. 86. YOU CAN USE AN ERASER ON THE DRAFTING BOARD OR A SLEDGEHAMMER ON THE CONSTRUCTION SITE. - FRANK LLOYD WRIGHT
  87. 87. 3. MAKE CONNECTIONS, SHARE SUCCESS
  88. 88. FIND WHERE YOU CAN CONNECCT
  89. 89. PARTNER PILOT PUBLICIZE (PROTOTYPE)
  90. 90. YOU ARE GOING TO HELP THIS SHIFT HAPPEN SOONER THAN LATER. THE PEOPLE IN THIS ROOM ARE ON THE LEADING EDGE OF A PROFOUND TRANSFORMATION FOR INDIAN DESIGN AND INNOVATION…
  91. 91. TWO LAST STORIES
  92. 92. THE STORY OF CITIZEN EXPERIENCE
  93. 93. CITIZEN EXPERIENCE IS A FOCUS http://www.flickr.com/photos/wwworks/4073469817
  94. 94. CITIZEN EXPERIENCE IS A BRIDGE http://www.flickr.com/photos/gilderic/5774989553
  95. 95. CITIZEN EXPERIENCE IS A COMPASS http://www.flickr.com/photos/kahunna/421255212
  96. 96. YOU CAN HELP
  97. 97. PUT DESIGN TO WORK http://citizenexperience.com
  98. 98. HELP REIMAGINE GOVERNMENT http://www.flickr.com/photos/althouse/269601063
  99. 99. AND CREATE A CULTURE OF OPPORTUNITY http://www.flickr.com/photos/libertinus/3501511323
  100. 100. I NEED YOUR HELP FOR THIS LAST STORY
  101. 101. IT’S THE STORY OF STARTING SOMETHING HERE…ABOUT PLANTING SEEDS THAT WILL GROW INTO STARS
  102. 102. 123
  103. 103. IT’S THE STORY OF DESIGN IN INDIA. AND I SEE STARS… I SEE STARS… Photo courtesy Sreelakshmi Menon @slvmenon
  104. 104. YOU WILL GIVE LIGHT TO NOT ONLY TO INDIA, BUT THE WHOLE WORLD… I HOPE YOU CONSIDER SHINING SOME OF THAT LIGHT ON THE CITIZEN EXPERIENCE.
  105. 105. ध"यवाद THANK YOU.
  106. 106. Keep in touch! Jess McMullin The Centre for Citizen Experience @jessmcmullin jess AT ctzn DOT ca http://citizenexperience.com (.org coming soon)
  107. 107. Many thanks to the following great folks who helped make this talk better. »  Councilor Don Iveson, his staff & the City of Edmonton »  City of Vancouver, Transportation Planning »  Government of British Columbia, Ministry of Citizens’ Services and Open Government »  John Fetterman, Braddock, PA, & Levi Strauss »  Code for America, Textizen, and Civic Industries »  Consumer Financial Protection Bureau »  Government of Alberta »  UK Government Digital Service »  MindLab »  Heather McMullin, Harry Max, Kes Sampanthar, Laura Wesley »  Vibhanshu Sharma, Bapu Kaladhar »  All the great Flickr users who share Creative Commons photos ACKNOWLEDGEMENTS
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