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Service Design and the Public Sector Web

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Intro session on service design for municipal web teams in Alberta by Jess McMullin, Centre for Citizen Experience.

Intro session on service design for municipal web teams in Alberta by Jess McMullin, Centre for Citizen Experience.


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  • 1. Alberta Municipal Web Group Service Design and the Public SectorWeb Friday, October 22, 2010 Jess McMullin CENTRE FOR CITIZEN EXPERIENCE jess AT ctzn.ca | 780.709.9396 | citizenexperience.com
  • 2. CENTRE FOR CITIZEN EXPERIENCE THANKS FOR YOUR TIMETODAY http://www.flickr.com/photos/-imax-/4759877703
  • 3. A little bit about the Centre
  • 4. CENTRE FOR CITIZEN EXPERIENCE ATALE OF ELEVATOR FAILURE... http://www.flickr.com/photos/tatejohnson/
  • 5. CENTRE FOR CITIZEN EXPERIENCE NO ONE WANTS A 1/4” DRILLBIT. NO ONE EVEN WANT A 1/4” HOLE.... http://www.flickr.com/photos/dinnerwithkev
  • 6. CENTRE FOR CITIZEN EXPERIENCE THEYJUSTWANTTO HANG A PICTURE. http://www.flickr.com/photos/michale/80671218
  • 7. CENTRE FOR CITIZEN EXPERIENCE THE WEB ISJUSTA BIG DRILLBIT...NO ONE WANTS ITFOR ITSELF.
  • 8. CENTRE FOR CITIZEN EXPERIENCE GOVT. WEB = PROGRAMS & SERVICES http://www.flickr.com/photos/rideact/4596839593
  • 9. CENTRE FOR CITIZEN EXPERIENCE BUT PROGRAMS & SERVICES DON’TSTOP ATTHE WEB. http://www.flickr.com/photos/rideact/4596839593
  • 10. CENTRE FOR CITIZEN EXPERIENCE HOW DO WE SUPPORT CITIZENS EVERYWHEREhttp://www.flickr.com/photos/tanj/360027659
  • 11. CENTRE FOR CITIZEN EXPERIENCE ON RAMPS AND OFF RAMPS FROM THE WEB TO THE REST http://www.flickr.com/photos/beglen
  • 12. CENTRE FOR CITIZEN EXPERIENCE ON RAMPS AND OFF RAMPS FROM THE WEB TO THE REST http://www.flickr.com/photos/urbanophile
  • 13. CENTRE FOR CITIZEN EXPERIENCE SERVICE DESIGN
  • 14. CENTRE FOR CITIZEN EXPERIENCE CONCEPTS TOOLS & OUTPUTS GETTING STARTED
  • 15. CENTRE FOR CITIZEN EXPERIENCE CONCEPTS
  • 16. CENTRE FOR CITIZEN EXPERIENCE SO WHATIS A SERVICE? http://www.flickr.com/photos/childofwar
  • 17. CENTRE FOR CITIZEN EXPERIENCE CITIZENS http://www.flickr.com/photos/procsilas
  • 18. CENTRE FOR CITIZEN EXPERIENCE INTERACTIONS http://www.flickr.com/photos/dm-set
  • 19. CENTRE FOR CITIZEN EXPERIENCE DEFINING MOMENTS http://www.flickr.com/photos/adrianclarkmbbs
  • 20. CENTRE FOR CITIZEN EXPERIENCE CHANNELS http://www.flickr.com/photos/eridius/
  • 21. CENTRE FOR CITIZEN EXPERIENCE TOUCHPOINTS www.flickr.com/photos/epsos
  • 22. CENTRE FOR CITIZEN EXPERIENCE FRONTSTAGE http://www.flickr.com/photos/49676009@N06
  • 23. CENTRE FOR CITIZEN EXPERIENCEhttp://www.flickr.com/photos/arbron
  • 24. CENTRE FOR CITIZEN EXPERIENCE BACKSTAGE http://www.flickr.com/photos/uglynoid
  • 25. CENTRE FOR CITIZEN EXPERIENCE SUPPORT http://www.flickr.com/photos/rene-germany
  • 26. CENTRE FOR CITIZEN EXPERIENCE EVIDENCE http://www.flickr.com/photos/uberculture
  • 27. CENTRE FOR CITIZEN EXPERIENCE TOOLS
  • 28. CENTRE FOR CITIZEN EXPERIENCE ETHNOGRAPHY http://www.flickr.com/photos/eyeliam
  • 29. CENTRE FOR CITIZEN EXPERIENCE DIARY STUDY http://www.flickr.com/photos/paalia
  • 30. CENTRE FOR CITIZEN EXPERIENCE PERSONAS
  • 31. CENTRE FOR CITIZEN EXPERIENCE CUSTOMERJOURNEY
  • 32. CENTRE FOR CITIZEN EXPERIENCE
  • 33. CENTRE FOR CITIZEN EXPERIENCE MAYA DESIGN
  • 34. CENTRE FOR CITIZEN EXPERIENCE
  • 35. CENTRE FOR CITIZEN EXPERIENCE BUSINESS ORIGAMI
  • 36. CENTRE FOR CITIZEN EXPERIENCE
  • 37. CENTRE FOR CITIZEN EXPERIENCE
  • 38. CENTRE FOR CITIZEN EXPERIENCE
  • 39. CENTRE FOR CITIZEN EXPERIENCE
  • 40. CENTRE FOR CITIZEN EXPERIENCE
  • 41. CENTRE FOR CITIZEN EXPERIENCE
  • 42. CENTRE FOR CITIZEN EXPERIENCE
  • 43. CENTRE FOR CITIZEN EXPERIENCE
  • 44. CENTRE FOR CITIZEN EXPERIENCE
  • 45. CENTRE FOR CITIZEN EXPERIENCE
  • 46. CENTRE FOR CITIZEN EXPERIENCE
  • 47. CENTRE FOR CITIZEN EXPERIENCE
  • 48. CENTRE FOR CITIZEN EXPERIENCE
  • 49. CENTRE FOR CITIZEN EXPERIENCE SERVICE INVENTORY
  • 50. CENTRE FOR CITIZEN EXPERIENCE
  • 51. CENTRE FOR CITIZEN EXPERIENCE SERVICE BLUEPRINT MJ Bitner, 2007, Service Blueprinting: A Practical Technique for Service Innovation
  • 52. CENTRE FOR CITIZEN EXPERIENCE EXPERIENCE STRATEGY
  • 53. CENTRE FOR CITIZEN EXPERIENCE GETTING STARTED
  • 54. CENTRE FOR CITIZEN EXPERIENCE GOVERNMENT IS GOVERNMENT IS GOVERNMENT http://www.flickr.com/photos/eduardozarate
  • 55. CENTRE FOR CITIZEN EXPERIENCE
  • 56. CENTRE FOR CITIZEN EXPERIENCE WEB PLUS ONE
  • 57. CENTRE FOR CITIZEN EXPERIENCE PARTNER PILOT PUBLICIZE
  • 58. CENTRE FOR CITIZEN EXPERIENCE THE CHALLENGE OF OWNERSHIP OF CROSS- CHANNELSOLUTIONS
  • 59. CENTRE FOR CITIZEN EXPERIENCE MUNICIPAL WEB TEAMS
  • 60. CENTRE FOR CITIZEN EXPERIENCE THE WEB IS MULTICHANNEL http://www.flickr.com/photos/ladymixy-uk
  • 61. CENTRE FOR CITIZEN EXPERIENCE IF WE HAVE TIME
  • 62. CENTRE FOR CITIZEN EXPERIENCE SERVICE BLUEPRINT MJ Bitner, 2007, Service Blueprinting: A Practical Technique for Service Innovation
  • 63. CENTRE FOR CITIZEN EXPERIENCE THANKS AGAIN QUESTIONS? Jess McMullin CENTRE FOR CITIZEN EXPERIENCE jess AT ctzn.ca | 780.709.9396 | citizenexperience.com