Service Design and the Public Sector Web

Alberta Municipal Web Group Service Design and the Public Sector Web Friday, October 22, 2010 Jess McMullin CENTRE FOR CITIZEN EXPERIENCE jess AT ctzn.ca | 780.709.9396 | citizenexperience.com

THANKS FOR YOUR TIME TODAY http://www.flickr.com/photos/-imax-/4759877703 CENTRE FOR CITIZEN EXPERIENCE

A little bit about the Centre

A TALE OF ELEVATOR FAILURE... http://www.flickr.com/photos/tatejohnson/ CENTRE FOR CITIZEN EXPERIENCE

NO ONE WANTS A 1/4” DRILL BIT. NO ONE EVEN WANT A 1/4” HOLE.... http://www.flickr.com/photos/dinnerwithkev CENTRE FOR CITIZEN EXPERIENCE

THEY JUST WANT TO HANG A PICTURE. http://www.flickr.com/photos/michale/80671218 CENTRE FOR CITIZEN EXPERIENCE

THE WEB IS JUST A BIG DRILL BIT...NO ONE WANTS IT FOR ITSELF. CENTRE FOR CITIZEN EXPERIENCE

GOVT. WEB = PROGRAMS & SERVICES http://www.flickr.com/photos/rideact/4596839593 CENTRE FOR CITIZEN EXPERIENCE

BUT PROGRAMS & SERVICES DON’T STOP AT THE WEB. http://www.flickr.com/photos/rideact/4596839593 CENTRE FOR CITIZEN EXPERIENCE

HOW DO WE SUPPORT CITIZENS EVERYWHERE http://www.flickr.com/photos/tanj/360027659 CENTRE FOR CITIZEN EXPERIENCE

ON RAMPS AND OFF RAMPS FROM THE WEB TO THE REST http://www.flickr.com/photos/beglen CENTRE FOR CITIZEN EXPERIENCE

ON RAMPS AND OFF RAMPS FROM THE WEB TO THE REST http://www.flickr.com/photos/urbanophile CENTRE FOR CITIZEN EXPERIENCE

SERVICE DESIGN CENTRE FOR CITIZEN EXPERIENCE

CONCEPTS TOOLS & OUTPUTS GETTING STARTED CENTRE FOR CITIZEN EXPERIENCE

CONCEPTS CENTRE FOR CITIZEN EXPERIENCE

SO WHAT IS A SERVICE? http://www.flickr.com/photos/childofwar CENTRE FOR CITIZEN EXPERIENCE

CITIZENS http://www.flickr.com/photos/procsilas CENTRE FOR CITIZEN EXPERIENCE

INTERACTIONS http://www.flickr.com/photos/dm-set CENTRE FOR CITIZEN EXPERIENCE

DEFINING MOMENTS http://www.flickr.com/photos/adrianclarkmbbs CENTRE FOR CITIZEN EXPERIENCE

CHANNELS http://www.flickr.com/photos/eridius/ CENTRE FOR CITIZEN EXPERIENCE

TOUCHPOINTS www.flickr.com/photos/epsos CENTRE FOR CITIZEN EXPERIENCE

FRONTSTAGE http://www.flickr.com/photos/49676009 N06 CENTRE FOR CITIZEN EXPERIENCE

http://www.flickr.com/photos/arbron CENTRE FOR CITIZEN EXPERIENCE

BACKSTAGE http://www.flickr.com/photos/uglynoid CENTRE FOR CITIZEN EXPERIENCE

SUPPORT http://www.flickr.com/photos/rene-germany CENTRE FOR CITIZEN EXPERIENCE

EVIDENCE http://www.flickr.com/photos/uberculture CENTRE FOR CITIZEN EXPERIENCE

TOOLS CENTRE FOR CITIZEN EXPERIENCE

ETHNOGRAPHY http://www.flickr.com/photos/eyeliam CENTRE FOR CITIZEN EXPERIENCE

DIARY STUDY http://www.flickr.com/photos/paalia CENTRE FOR CITIZEN EXPERIENCE

PERSONAS CENTRE FOR CITIZEN EXPERIENCE

CUSTOMER JOURNEY CENTRE FOR CITIZEN EXPERIENCE

CENTRE FOR CITIZEN EXPERIENCE

MAYA DESIGN CENTRE FOR CITIZEN EXPERIENCE

BUSINESS ORIGAMI CENTRE FOR CITIZEN EXPERIENCE

SERVICE INVENTORY CENTRE FOR CITIZEN EXPERIENCE

SERVICE BLUEPRINT MJ Bitner, 2007, Service Blueprinting: A Practical Technique for Service Innovation CENTRE FOR CITIZEN EXPERIENCE

EXPERIENCE STRATEGY CENTRE FOR CITIZEN EXPERIENCE

GETTING STARTED CENTRE FOR CITIZEN EXPERIENCE

GOVERNMENT IS GOVERNMENT IS GOVERNMENT http://www.flickr.com/photos/eduardozarate CENTRE FOR CITIZEN EXPERIENCE

WEB PLUS ONE CENTRE FOR CITIZEN EXPERIENCE

PARTNER PILOT PUBLICIZE CENTRE FOR CITIZEN EXPERIENCE

THE CHALLENGE OF OWNERSHIP OF CROSS- CHANNEL SOLUTIONS CENTRE FOR CITIZEN EXPERIENCE

MUNICIPAL WEB TEAMS CENTRE FOR CITIZEN EXPERIENCE

THE WEB IS MULTICHANNEL http://www.flickr.com/photos/ladymixy-uk CENTRE FOR CITIZEN EXPERIENCE

IF WE HAVE TIME CENTRE FOR CITIZEN EXPERIENCE

SERVICE BLUEPRINT MJ Bitner, 2007, Service Blueprinting: A Practical Technique for Service Innovation CENTRE FOR CITIZEN EXPERIENCE

THANKS AGAIN QUESTIONS? Jess McMullin CENTRE FOR CITIZEN EXPERIENCE jess AT ctzn.ca | 780.709.9396 | citizenexperience.com CENTRE FOR CITIZEN EXPERIENCE

Service Design and the Public Sector Web

by Jess McMullin on Oct 22, 2010

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Service Design and the Public Sector Web — Presentation Transcript