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.

Service Design and the Public Sector Web

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

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