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Citizen Experience Design (and India)

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Closing keynote presentation for UX India 2013

Closing keynote presentation for UX India 2013

Published in: Design, Business, Technology

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