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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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    Service Design and the Public Sector Web Service Design and the Public Sector Web Presentation Transcript

    • 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
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    • BUSINESS ORIGAMI CENTRE FOR CITIZEN EXPERIENCE
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    • SERVICE INVENTORY CENTRE FOR CITIZEN EXPERIENCE
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    • 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
    • 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