CITIZEN EXPERIENCE DESIGN                                                            …and You!Jess McMullin | The Centre f...
WHY I’M HERE  TODAY
THIS IS A STORYABOUT LOSINGSOMETHING…
AND FINDINGSOMETHING…
START MY OWN FIRMFORTUNE 500SILICON VALLEYPITCH AGAINST BIG FIRMSWINBURN OUTREBOOT.
THE STATE OF GOVERNMENT TODAYhttp://www.flickr.com/photos/vincealongi/2790464608
UNFORTUNATELY, IT’S GOING TOGET EVEN HARDER.
Rising Retirement = Smaller WorkforceTHE DEMOGRAPHIC                                HOW DO WEPARADOX THAT WILL            ...
WE NEED TO REDESIGN GOVERNMENThttp://www.flickr.com/photos/whalt/175352360
HOW?
ONE PIECE OF THE PUZZLE
CUSTOMER EXPERIENCE TRANSFORMATIONhttp://www.flickr.com/photos/mr_t_in_dc/2415124094
CUSTOMEREXPERIENCE
CITIZENEXPERIENCE
SO, WHAT ISCITIZENEXPERIENCE?
THE CITIZEN EXPERIENCE BELL CURVE
POLITICS & VOTINGhttp://www.flickr.com/photos/financialaidpodcast/3002765922
COMMUNITY & CIVIC INVOLVEMENThttp://www.flickr.com/photos/jypsygen/2367693922
PROGRAMS & SERVICEShttp://www.flickr.com/photos/nj_dodge/68549080
FAILURE DEMANDhttp://www.flickr.com/photos/cloneofsnake/2825436246
CIVIC ACTIONhttp://www.flickr.com/photos/brecav/6182719980
PONDER ON YOUR OWNCITIZEN EXPERIENCEFOR A MOMENT…
♥WHERE’S YOUR ‘I ♥ THE DMV?’ T-SHIRT?http://www.flickr.com/photos/omaromar/4961643547
SO HOW DO WECHANGE THE CITIZENEXPERIENCE?
CUSTOMEREXPERIENCEDESIGN
CITIZENEXPERIENCEDESIGN
WHAT DO I MEAN BY DESIGN?
STYLE
STYLE
FUNCTION
PROBLEM SOLVINGhttp://www.flickr.com/photos/akc77/4114250064
PROBLEM SOLVINGhttp://www.flickr.com/photos/14636434@N02
FRAMING-REDEFINING THE PROBLEM
FRAMINGhttp://www.programs.alberta.ca/Contacts/Map.aspx?id=3277
FRAMING & POLICY
CALIFORNIA STATE READYRETURN
“Our consumer tax business also faces significantcompetition from the public sector, where we facethe risk of federal and ...
POLICY IS THE DECISION DNA OF ORGShttp://www.flickr.com/photos/wheatfields/2073336603
YOU CAN’T CHANGE THEWORLD WITHOUTCHANGING THATDECISION DNA…
CITIZEN EXPERIENCE DESIGNIMPROVES BOTH SERVICE DELIVERY & POLICYMAKING
REDUCE FAILURE DEMAND + INCREASE VALUEhttp://www.flickr.com/photos/cloneofsnake/2825436246
SO HOW CAN DESIGN DO THAT FOR US?    WHAT IS THE POWER OF          DESIGN?
CONFIDENCE IN THE FACE OF UNCERTAINTYhttp://www.flickr.com/photos/athoshun/5153870261
MAKE THE RIGHT DECISIONS FASTERhttp://www.flickr.com/photos/zawtowers/3757810372
UNDERSTANDING DECISION MAKINGhttp://www.flickr.com/photos/piper/22584430
SIMULATIONS USING OUR OWN REALITY MAPhttp://www.flickr.com/photos/vitroids/2647573395
BUT EVERYONE HAS A DIFFERENT MAPhttp://www.flickr.com/photos/gadl/456185679
COMMON MAPS MAKE COMMON GROUNDhttp://www.flickr.com/photos/chrisjl/5623346982
CITIZEN EXPERIENCE DESIGNCREATES COMMON MAPSFOR GROUP DECISIONS
AS A DESIGNER, YOU CANHELP SHAPE THE DECISIONSTHAT AFFECT THE DAILYEXPERIENCES OF CITIZENS.
TODAY I’M GOING TO SHOWYOU SIX SIMPLE WAYS OFWORKING THAT UNLOCK THEPOWER OF DESIGN FOR THEPUBLIC SECTOR.
MORE THAN NEW WAYSOF WORKING, THESEARE NEW WAYS OFTHINKING…
DESIGN THINKING(CULTIVATING A DESIGNMINDSET AND DESIGN LOGIC)COMES FROM ONGOINGDESIGN PRACTICE.
NEW WAYS OFTHINKING CAN CREATEA NEW CULTURE
6 WAYS TO CHANGE ACULTURE…
THE POWER OF POSSIBILITY: WHAT IF?http://www.flickr.com/photos/jurvetson/2542450115
THE POWER OF REAL WORLD OBSERVATIONhttp://www.flickr.com/photos/artcriminal/3669455518
THE POWER OF SEEING SYSTEMShttp://www.flickr.com/photos/ethanhein/2272885283
THE POWER OF VISUALIZING & MAKINGhttp://citizenexperience.com
THE POWER OF ITERATIONhttp://www.flickr.com/photos/robinkearney
THE POWER OF CODESIGNhttp://www.flickr.com/photos/edublogger/5663869738
ONE BONUS SUPERPOWER:MAKE MEANING FOR PEOPLEhttp://www.flickr.com/photos/eileendelhi/144335765
THREE STORIES
BC PUBLIC SERVICE “DRAGON’S DEN”Photos courtesy Ministry of Citizens’ Services and Open Government
http://www.flickr.com/photos/xeeliz/5560086459
CITY OF VANCOUVER TRANSPORTATION 2040Photos & drawings courtesy Transportation Planning, City of Vancouver
BEYOND THE EVENING OPENHOUSE
IMAGINING THE FUTURE OF TRANSPORTSession with Stanley King, Co-Design Group
DESIGNING TOGETHER
DON IVESON & THE CITY OF EDMONTONVideo courtesy Councilor Don Iveson and the City of Edmonton. Photos by yours truly.
MEET COUNCILOR IVESON
» Don Iveson Lego Campaign videohttp://www.youtube.com/watch?v=r8yHPoxU-Bs
» Edmonton Lego Contest video http://www.youtube.com/watch?v=FGo6l5iphTQ
TWO LAST STORIES…
THE STORY OFCITIZENEXPERIENCE
CITIZEN EXPERIENCE IS A FOCUShttp://www.flickr.com/photos/wwworks/4073469817
CITIZEN EXPERIENCE IS A BRIDGEhttp://www.flickr.com/photos/gilderic/5774989553
CITIZEN EXPERIENCE IS A COMPASShttp://www.flickr.com/photos/kahunna/421255212
YOU CAN HELP
IN YOUR COMMUNITYhttp://www.flickr.com/photos/ennuiislife/4061620293
WITH YOUR GOVERNMENThttp://www.flickr.com/photos/jypsygen/2367693922
IN EVERYDAY CONVERSATIONhttp://www.flickr.com/photos/chrisjl/3847317985
PUT DESIGN TO WORKhttp://citizenexperience.com
MAKE THE RIGHT DECISIONS FASTERhttp://www.flickr.com/photos/st-stev/790464904
FIND CONFIDENCE TO FACE UNCERTAINTYhttp://www.flickr.com/photos/davedehetre/5857947661
HELP REDESIGN GOVERNMENThttp://www.flickr.com/photos/althouse/269601063
HELP REDISCOVER A CULTURE OF OPPORTUNITYhttp://www.flickr.com/photos/libertinus/3501511323
FINDING THAT OPPORTUNITY
JOHN FETTERMAN
BRADDOCK, PA
Braddock, PA video with Levi Strausshttp://www.youtube.com/watch?v=635XItRDU7g
CITIZEN EXPERIENCEDESIGN IS A NEWFRONTIER…GO THERE…
THANK YOU.
Keep in touch!Jess McMullinThe Centre for Citizen Experience@jessmcmullinJess AT ctzn.cahttp://citizenexperience.com
Many thanks to the following great folkswho helped make this talk better.»  Councilor Don Iveson, his staff & the City of ...
Citizen Experience Design and You
Citizen Experience Design and You
Citizen Experience Design and You
Citizen Experience Design and You
Citizen Experience Design and You
Citizen Experience Design and You
Citizen Experience Design and You
Citizen Experience Design and You
Citizen Experience Design and You
Citizen Experience Design and You
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Citizen Experience Design and You

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UXCamp Ottawa 2012 talk about citizen experience design.

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Citizen Experience Design and You

  1. 1. CITIZEN EXPERIENCE DESIGN …and You!Jess McMullin | The Centre for Citizen Experience | @jessmcmullin
  2. 2. WHY I’M HERE TODAY
  3. 3. THIS IS A STORYABOUT LOSINGSOMETHING…
  4. 4. AND FINDINGSOMETHING…
  5. 5. START MY OWN FIRMFORTUNE 500SILICON VALLEYPITCH AGAINST BIG FIRMSWINBURN OUTREBOOT.
  6. 6. THE STATE OF GOVERNMENT TODAYhttp://www.flickr.com/photos/vincealongi/2790464608
  7. 7. UNFORTUNATELY, IT’S GOING TOGET EVEN HARDER.
  8. 8. Rising Retirement = Smaller WorkforceTHE DEMOGRAPHIC HOW DO WEPARADOX THAT WILL CLOSEDEFINE THE NEXT THIS SERVICE GAP?DECADES.Aging Population = More Demand For Services
  9. 9. WE NEED TO REDESIGN GOVERNMENThttp://www.flickr.com/photos/whalt/175352360
  10. 10. HOW?
  11. 11. ONE PIECE OF THE PUZZLE
  12. 12. CUSTOMER EXPERIENCE TRANSFORMATIONhttp://www.flickr.com/photos/mr_t_in_dc/2415124094
  13. 13. CUSTOMEREXPERIENCE
  14. 14. CITIZENEXPERIENCE
  15. 15. SO, WHAT ISCITIZENEXPERIENCE?
  16. 16. THE CITIZEN EXPERIENCE BELL CURVE
  17. 17. POLITICS & VOTINGhttp://www.flickr.com/photos/financialaidpodcast/3002765922
  18. 18. COMMUNITY & CIVIC INVOLVEMENThttp://www.flickr.com/photos/jypsygen/2367693922
  19. 19. PROGRAMS & SERVICEShttp://www.flickr.com/photos/nj_dodge/68549080
  20. 20. FAILURE DEMANDhttp://www.flickr.com/photos/cloneofsnake/2825436246
  21. 21. CIVIC ACTIONhttp://www.flickr.com/photos/brecav/6182719980
  22. 22. PONDER ON YOUR OWNCITIZEN EXPERIENCEFOR A MOMENT…
  23. 23. ♥WHERE’S YOUR ‘I ♥ THE DMV?’ T-SHIRT?http://www.flickr.com/photos/omaromar/4961643547
  24. 24. SO HOW DO WECHANGE THE CITIZENEXPERIENCE?
  25. 25. CUSTOMEREXPERIENCEDESIGN
  26. 26. CITIZENEXPERIENCEDESIGN
  27. 27. WHAT DO I MEAN BY DESIGN?
  28. 28. STYLE
  29. 29. STYLE
  30. 30. FUNCTION
  31. 31. PROBLEM SOLVINGhttp://www.flickr.com/photos/akc77/4114250064
  32. 32. PROBLEM SOLVINGhttp://www.flickr.com/photos/14636434@N02
  33. 33. FRAMING-REDEFINING THE PROBLEM
  34. 34. FRAMINGhttp://www.programs.alberta.ca/Contacts/Map.aspx?id=3277
  35. 35. FRAMING & POLICY
  36. 36. CALIFORNIA STATE READYRETURN
  37. 37. “Our consumer tax business also faces significantcompetition from the public sector, where we facethe risk of federal and state taxing authoritiesdeveloping software or other systems to facilitatetax return preparation and electronic filing at nocharge to taxpayers. !These or similar programs maybe introduced or expanded in the future, which maycause us to lose customers and revenue. For example,during tax season 2010, the federal governmentintroduced a prepaid debit card program to facilitatethe refund process. Our consumer and professional taxbusinesses provide this service as well.INTUIT’S 2010 INVESTOR REPORTVia http://www.republicreport.org/2012/corruption-taxes-fiveminsSee http://www.nytimes.com/2010/01/24/business/24digi.html
  38. 38. POLICY IS THE DECISION DNA OF ORGShttp://www.flickr.com/photos/wheatfields/2073336603
  39. 39. YOU CAN’T CHANGE THEWORLD WITHOUTCHANGING THATDECISION DNA…
  40. 40. CITIZEN EXPERIENCE DESIGNIMPROVES BOTH SERVICE DELIVERY & POLICYMAKING
  41. 41. REDUCE FAILURE DEMAND + INCREASE VALUEhttp://www.flickr.com/photos/cloneofsnake/2825436246
  42. 42. SO HOW CAN DESIGN DO THAT FOR US? WHAT IS THE POWER OF DESIGN?
  43. 43. CONFIDENCE IN THE FACE OF UNCERTAINTYhttp://www.flickr.com/photos/athoshun/5153870261
  44. 44. MAKE THE RIGHT DECISIONS FASTERhttp://www.flickr.com/photos/zawtowers/3757810372
  45. 45. UNDERSTANDING DECISION MAKINGhttp://www.flickr.com/photos/piper/22584430
  46. 46. SIMULATIONS USING OUR OWN REALITY MAPhttp://www.flickr.com/photos/vitroids/2647573395
  47. 47. BUT EVERYONE HAS A DIFFERENT MAPhttp://www.flickr.com/photos/gadl/456185679
  48. 48. COMMON MAPS MAKE COMMON GROUNDhttp://www.flickr.com/photos/chrisjl/5623346982
  49. 49. CITIZEN EXPERIENCE DESIGNCREATES COMMON MAPSFOR GROUP DECISIONS
  50. 50. AS A DESIGNER, YOU CANHELP SHAPE THE DECISIONSTHAT AFFECT THE DAILYEXPERIENCES OF CITIZENS.
  51. 51. TODAY I’M GOING TO SHOWYOU SIX SIMPLE WAYS OFWORKING THAT UNLOCK THEPOWER OF DESIGN FOR THEPUBLIC SECTOR.
  52. 52. MORE THAN NEW WAYSOF WORKING, THESEARE NEW WAYS OFTHINKING…
  53. 53. DESIGN THINKING(CULTIVATING A DESIGNMINDSET AND DESIGN LOGIC)COMES FROM ONGOINGDESIGN PRACTICE.
  54. 54. NEW WAYS OFTHINKING CAN CREATEA NEW CULTURE
  55. 55. 6 WAYS TO CHANGE ACULTURE…
  56. 56. THE POWER OF POSSIBILITY: WHAT IF?http://www.flickr.com/photos/jurvetson/2542450115
  57. 57. THE POWER OF REAL WORLD OBSERVATIONhttp://www.flickr.com/photos/artcriminal/3669455518
  58. 58. THE POWER OF SEEING SYSTEMShttp://www.flickr.com/photos/ethanhein/2272885283
  59. 59. THE POWER OF VISUALIZING & MAKINGhttp://citizenexperience.com
  60. 60. THE POWER OF ITERATIONhttp://www.flickr.com/photos/robinkearney
  61. 61. THE POWER OF CODESIGNhttp://www.flickr.com/photos/edublogger/5663869738
  62. 62. ONE BONUS SUPERPOWER:MAKE MEANING FOR PEOPLEhttp://www.flickr.com/photos/eileendelhi/144335765
  63. 63. THREE STORIES
  64. 64. BC PUBLIC SERVICE “DRAGON’S DEN”Photos courtesy Ministry of Citizens’ Services and Open Government
  65. 65. http://www.flickr.com/photos/xeeliz/5560086459
  66. 66. CITY OF VANCOUVER TRANSPORTATION 2040Photos & drawings courtesy Transportation Planning, City of Vancouver
  67. 67. BEYOND THE EVENING OPENHOUSE
  68. 68. IMAGINING THE FUTURE OF TRANSPORTSession with Stanley King, Co-Design Group
  69. 69. DESIGNING TOGETHER
  70. 70. DON IVESON & THE CITY OF EDMONTONVideo courtesy Councilor Don Iveson and the City of Edmonton. Photos by yours truly.
  71. 71. MEET COUNCILOR IVESON
  72. 72. » Don Iveson Lego Campaign videohttp://www.youtube.com/watch?v=r8yHPoxU-Bs
  73. 73. » Edmonton Lego Contest video http://www.youtube.com/watch?v=FGo6l5iphTQ
  74. 74. TWO LAST STORIES…
  75. 75. THE STORY OFCITIZENEXPERIENCE
  76. 76. CITIZEN EXPERIENCE IS A FOCUShttp://www.flickr.com/photos/wwworks/4073469817
  77. 77. CITIZEN EXPERIENCE IS A BRIDGEhttp://www.flickr.com/photos/gilderic/5774989553
  78. 78. CITIZEN EXPERIENCE IS A COMPASShttp://www.flickr.com/photos/kahunna/421255212
  79. 79. YOU CAN HELP
  80. 80. IN YOUR COMMUNITYhttp://www.flickr.com/photos/ennuiislife/4061620293
  81. 81. WITH YOUR GOVERNMENThttp://www.flickr.com/photos/jypsygen/2367693922
  82. 82. IN EVERYDAY CONVERSATIONhttp://www.flickr.com/photos/chrisjl/3847317985
  83. 83. PUT DESIGN TO WORKhttp://citizenexperience.com
  84. 84. MAKE THE RIGHT DECISIONS FASTERhttp://www.flickr.com/photos/st-stev/790464904
  85. 85. FIND CONFIDENCE TO FACE UNCERTAINTYhttp://www.flickr.com/photos/davedehetre/5857947661
  86. 86. HELP REDESIGN GOVERNMENThttp://www.flickr.com/photos/althouse/269601063
  87. 87. HELP REDISCOVER A CULTURE OF OPPORTUNITYhttp://www.flickr.com/photos/libertinus/3501511323
  88. 88. FINDING THAT OPPORTUNITY
  89. 89. JOHN FETTERMAN
  90. 90. BRADDOCK, PA
  91. 91. Braddock, PA video with Levi Strausshttp://www.youtube.com/watch?v=635XItRDU7g
  92. 92. CITIZEN EXPERIENCEDESIGN IS A NEWFRONTIER…GO THERE…
  93. 93. THANK YOU.
  94. 94. Keep in touch!Jess McMullinThe Centre for Citizen Experience@jessmcmullinJess AT ctzn.cahttp://citizenexperience.com
  95. 95. Many thanks to the following great folkswho 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 Labour, Citizens’ Services and Open Government, Citizen Engagement Branch.»  Peter Kageyama, John Fetterman, Braddock, PA, & Levi Strauss»  Heather McMullin, Harry Max, Victor Lombardi, Ashley Casovan and Kes Sampanthar»  All the great Flickr users who shared Creative Commons photos!ACKNOWLEDGEMENTS

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