Citizen Experience Design and You

CITIZEN EXPERIENCE DESIGN …and You!Jess McMullin | The Centre for Citizen Experience | @jessmcmullin

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 CLOSEDEFINE THE NEXT THIS SERVICE GAP?DECADES.Aging Population = More Demand For Services

WE NEED TO REDESIGN GOVERNMENThttp://www.flickr.com/photos/whalt/175352360

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?

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 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

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 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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Citizen Experience Design and You

by Jess McMullin on Oct 13, 2012

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