The Experience of Information

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How do we address increasing amounts of information created through government transparency, innovation, and open government? This talk shares 3 specific approaches to help public servants, open government hackers, and civic designers help get the most value from our information investments.

Opening address at the 2nd International Conference on Transparency and Digital Innovation hosted by ITEI Jalisco in Guadalajara Mexico.

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The Experience of Information

  1. THE EXPERIENCE OF INFORMATION 2º Congreso Internacional de Transparencia 2013 | December 5, 2013 | Guadalajara, Mexico Jess McMullin | The Centre for Citizen Experience | @jessmcmullin | jess AT ctzn DOT ca
  2. MUCHAS GRACIAS!
  3. WE ARE SEEING MORE SUCCESSES IN OPEN GOVERNMENT, TRANSPARENCY, & INNOVATION
  4. BRITISH COLUMBIA
  5. USA
  6. CANADA
  7. UK
  8. ITEI
  9. MEXICO
  10. CAMPUS PARTY TECH FESTIVAL (BRASIL) Photo: National Post Photo http://news.nationalpost.com/2013/01/31/hackers-and-geeks-camp-en-masse-at-a-hackaton-and-tech-festival-in-brazil/
  11. COMING TO ZAPOPAN IN 2014! Photo: National Post Photo http://news.nationalpost.com/2013/01/31/hackers-and-geeks-camp-en-masse-at-a-hackaton-and-tech-festival-in-brazil/
  12. THE OPEN DATA CENSUS
  13. INNOVATION TRANSPARENCY OPEN GOVERNMENT
  14. SUCCESS! Photo: Sebastien Wiertz CC:BY http://www.flickr.com/photos/wiertz/5624281846
  15. INFORMATION
  16. INFORMATION Iceberg Photo: Rita Willaert CC:BY http://www.flickr.com/photos/rietje/76566707 Iceberg Illustration: Dassault Systemes http://www.wired.com/wiredscience/2011/08/iceberg-towing-drinking-water/
  17. CONGRATULATIONS!
  18. THE CHALLENGE OF SUCCESS
  19. HOW DOES ALL THIS INFORMATION FEEL TO USERS?
  20. A BRIEF DEMONSTRATION
  21. Photo: Ian Murphy C:BY http://www.flickr.com/photos/malico/2917576750
  22. Photo: Ian Murphy C:BY http://www.flickr.com/photos/malico/2917576250
  23. OVERLOAD CAUSES CONFUSION AND FRUSTRATION
  24. WEBSITE REDUCTION
  25. INFORMATION OVERLOAD REDUCES THE VALUE OF INFORMATION, BECAUSE IT REDUCES THE USE OF INFORMATION.
  26. SO HOW DO WE GET MORE VALUE FROM OUR INFORMATION INVESTMENTS?
  27. VALUE CENTRED DESIGN
  28. Information Value Use
  29. KEY PRINCIPLE: UNDERSTAND EXPERIENCE TO GENERATE VALUE
  30. WE NEED TO DESIGN FOR THE EXPERIENCE OF INFORMATION IN BOTH POLICY & IMPLEMENTATION
  31. THREE THINGS
  32. 1. UNDERSTAND PEOPLE 2. CREATE STRUCTURE 3. SHOW CONTEXT
  33. UNDERSTAND PEOPLE TO UNDERSTAND VALUE AND PRIORITIES
  34. HUMAN-CENTRED DESIGN
  35. FOCUS ON PEOPLE TO FIND FOCUS FOR YOUR INFORMATION
  36. WHO, WHAT, AND WHY MARKET & DESIGN RESEARCH CREATE COMMON GROUND
  37. WHO, WHAT, WHY
  38. WHAT MATTERS? Photo: Jorge Franganillo CC:BY http://www.flickr.com/photos/franganillo/3554010670
  39. Photo Reilly Butler CC:BY SA http://www.flickr.com/photos/r-butler/5037662197 GAINING INSIGHT
  40. MARKET RESEARCH Photo: City of Seattle Community Tech CC:BY http://www.flickr.com/photos/67840815@N05/8744059137
  41. SURVEYS
  42. VS. DESIGN RESEARCH
  43. JUNGLE OR ZOO?
  44. Photo: Tambako the Jaguar CC:BY ND http://www.flickr.com/photos/tambako/634249708
  45. Photo: Steve Wilson CC:BY http://www.flickr.com/photos/pokerbrit/9156072460
  46. WELCOME TO THE JUNGLE
  47. THERE’S A JUNGLE INSIDE OUR ORGANIZATIONS TOO
  48. WHAT PEOPLE SAY VS. WHAT PEOPLE DO Photo: Lizzi279 CC:BY http://www.flickr.com/photos/73458457@N07/9343739675
  49. ID
  50. ID
  51. EMPLOYEE INTRANET
  52. TRANSIT
  53. CODESIGN
  54. CREATE COMMON GROUND
  55. TOUCHSTONE
  56. FINDING PATTERNS
  57. PROFILES
  58. PROFILE
  59. MAP THE CITIZEN JOURNEY
  60. CLIENT JOURNEY MAP
  61. MENTAL MODEL
  62. POLICY CONFLICT
  63. POLICY ALIGNMENT
  64. POLICY CONNECTION
  65. ALIGNING POLICY TO SERVICE DELIVERY
  66. Service Delivery Drives Outcomes ALIGNING SERVICES TO OUTCOMES
  67. 1 » Who, What, Why » Gain Insight: Go Beyond Market Research to understand behaviour and expectations » Model Needs to create clear policy connection UNDERSTANDING PEOPLE
  68. CREATE STRUCTURE TO CREATE CONFIDENCE
  69. CONFIDENCE COMES FROM REALITY ALIGNING WITH OUR PREDICTIONS ABOUT THE WORLD…
  70. THREE KINDS OF STRUCTURE
  71. INFORMATION+METADATA INFORMATION+NAVIGATION INFORMATION AS A SERVICE
  72. METADATA
  73. METADATA Photo: xmacex CC:BY SA http://www.flickr.com/photos/xmacex/8262079465
  74. MACHINE READABLE API
  75. INFORMATION ARCHITECTURE Photo: INPIVIC CC:BY http://www.flickr.com/photos/inpivic/5205918163
  76. NAVIGATION Photo: Kevin Cole CC:BY http://www.flickr.com/photos/kevcole/3008821023
  77. NAVIGATION FOR PEOPLE Photo: Bruce McAdam CC:BY SA http://www.flickr.com/photos/bruce_mcadam/2912761765
  78. NAVIGATING COMPLEX INFORMATION
  79. NOT ONLY NAVIGATING DIGITAL INFORMATION, BUT THE OVERALL SYSTEM OF GOVERNMENT
  80. INFORMATION AS A SERVICE
  81. PROVIDE STRUCTURE ACROSS CHANNELS
  82. WORLD CLASS SERVICE DESIGN
  83. 2 » Metadata » Navigation » Information as a Service CREATE STRUCTURE
  84. SHOW CONTEXT TO MAKE MEANING 3
  85. IT IS CONTEXT THAT HELPS US UNDERSTAND AND DEFINE MEANING
  86. EXPLAIN POLICY PRIORITIES USE VISUALIZATION TELL STORIES
  87. SHOW CLEAR PRIORITIES
  88. IF YOU HAVE A PREFERENCE, TELL PEOPLE
  89. Photo: Mike Baird CC:BY http://www.flickr.com/photos/mikebaird/3898808431
  90. Phtoo: Chauncey Davis 818 CC:BY http://www.flickr.com/photos/chaunceydavis/2325831058
  91. VISUAL THINKING
  92. IDEAS NOT ART
  93. INFOGRAPHICS
  94. DATA VISUALIZATION Visualization: Jon Gosier CC:BY http://www.flickr.com/photos/ww4f/4592947558
  95. TELL STORIES
  96. BLIGHTSTATUS & CITY OF NEW ORLEANS Photos Courtesy of Civic Industries.
  97. BLIGHT IS A PROBLEM IN MANY AREAS
  98. CITIZENS ARE IDENTIFYING BLIGHT
  99. AND THE CITY IS WORKING TO CLEAN UP
  100. CITY HALL KNEW WHAT IT WANTED
  101. THE TEAM WENT TO NOLA NEIGHBORHOODS
  102. COMMUNITIES MAPPED BLIGHT THEMSELVES
  103. ? THE REAL PROBLEM WAS FEEDBACK
  104. USER RESEARCH UNLOCKED INSIGHTS
  105. 3 SHOW CONTEXT » Explain Policy Priorities » Use Visualization » Tell Stories
  106. UNDERSTAND PEOPLE CREATE STRUCTURE SHOW CONTEXT
  107. Information Value + Meaning Use
  108. MANAGE THE INFORMATION FLOOD Photo: Perry McKenna CC:BY http://www.flickr.com/photos/63567936@N00/4181042889
  109. WHO WILL HELP NAVIGATE? Photo: Bruce McAdam CC:BY SA http://www.flickr.com/photos/bruce_mcadam/2913601494
  110. I NEED YOUR HELP FOR THIS LAST STORY…
  111. PLEASE GET OUT YOUR MOBILE PHONE
  112. 1… 2… 3…
  113. Photo: Nimish Gogri CC:BY http://www.flickr.com/photos/gogri/7927333264
  114. THANK YOU! MUCHAS GRACIAS!
  115. Jess McMullin Centre for Citizen Experience Jess AT ctzn DOT ca citizenexperience.com (.org coming soon!) twitter.com/jessmcmullin
  116. Many thanks to the following great folks who helped make this talk better »  ITEI, Sandra Elisa de Dios & Francisco Garcia Gallegos, LDCG »  Cyd Harrel, Code for America, Alex Pandel, and Civic Industries »  Alex MacLennan, Blair Neufeld, Dominique Bohn, Ashley Johnston, Rommel Agbay and the rest of the BC team. You rock. »  Lou Rosenfeld and the Rosenfeld Media Experts »  The IA Institute, with special props to Andrea Resmini »  All the great Flickr users who shared Creative Commons photos! ACKNOWLEDGEMENTS
  117. IA INSTITUTE
  118. SERVICE DESIGN NETWORK

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