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Designing (for)
21st-Century Institutions
Photo by Flickr user Ken Lund under CC-BY-SA
Somewhere in America, sometime in the
19th century
Madison, WI, 2011
Photo by Flickr user Peter Gorman under CC-SA
Online, sometime in the 21st century
Photo by Todd Ross Nienkirk, That Other Paper (CC-SA)
Online, sometime in the 21st century
3,144 counties
19,354 cities & towns
What do we ask from government?
➔ Public safety
➔ Infrastructure
➔ Regulations
➔ Record-keeping
➔ Dispute resolution
➔ Ass...
Government websites are usually
about the government.
They need to be the government,
doing the people’s business online.
Where are the boundaries of government?
What about the civic sphere?
How hard is it to participate?
http://www.pewinternet.org/fact-sheet/internet-broadband/
2013: Healthcare.gov
This used to happen fairly often
http://www.nytimes.com/1999/12/23/business/toys-r-us-falls-behind-on-shipping.html
It wasn’t a design problem, exactly
http://www.huffingtonpost.com/2013/10/18/obamacare-train-wreck_n_4118041.html
2014: USDS & 18F
Digital Service
I work at 18F.
I’m here in my
personal capacity
today.
The shiny story, Golden Gate Park, 2011
Photo by Flickr user Michael Fraley
2009: H1N1
(the un-shiny story)
Templates for health departments (before)
http://boltpeters.com/blog/designing-the-google-sites-h1n1-emergency-templates/
Templates for health departments (after)
http://boltpeters.com/blog/designing-the-google-sites-h1n1-emergency-templates/
Assistance is deep
Institutions are deeper
Seattle Public Library, Northeast Branch
ca. 1983
It’s ok to be a smart girl in the world
Yale University Sterling Library
Fall 1990
言語学
2000: Butterfly Ballot
Palm Beach County, FL
2012: Field Guides
Dana Chisnell & the Center for Civic Design
What voters need to know
What voters need to know
2011:
“I’m here because I believe government can be
simple, beautiful, and easy to use.”
-- Scott Silverman to Jennifer Pahlka, ...
2007: #opendata
Open Data moved fast - and slow
➔ July 2008 - Apps for DC - first hackathon with open public
data
➔ January 2009 - Preside...
2009: #gov20
2011: CityCamp
2011: GDS
The institution, online
2012: CFPB
Mortgage Disclosures (Before)
Mortgage Disclosures (After)
2013: Coding for
America
VP of Research
UX Evangelist
Asheville, NC, 2014
The CUT Group, Chicago, 2014
2014: SNAP/CalFresh
SNAP
2016: 18F
VP of Research
UX Evangelist
Director of Product
Lead Innovation Specialist
I work for President Trump
I work in the Trump administration
I work for the federal government
I work for the American pu...
IANAL
* has not reviewed or endorsed this talk.
*
FASPBS TTS
ITC
FAS
ITC Office of Integrated Technology Category
Federal Acquisition Service
Schedules
MOU > IAA
ITC +
$ = CO W
FAS
ITC
EOP
OMB OPM
“Public servants are designers.”
-- Dana Chisnell, Civic Design Camp NYC, November 2014
Design Principles for
Public Institutions
GDS, 2012
Simple, beautiful,
& easy to use
Respect for people’s
time, dignity, and
abilities.
Inviting, not just
allowing, full
participation.
Government &
citizens are on the
same side - design
for unity.
Institutions that...
➔ Honor people’s humanity
➔ Break barriers to access
➔ Trust and support the people they are made of
Designers who...
➔ Work in long timeframes
➔ Follow principles over process
➔ Make all the friends they can
Questions?
Thank you so much for coming!
@cydharrell any time you want
to talk about this
Designing for Digital 2017
Designing for Digital 2017
Designing for Digital 2017
Designing for Digital 2017
Designing for Digital 2017
Designing for Digital 2017
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Designing for Digital 2017

Opening Keynote from Designing for Digital 2017 in Austin.

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Designing for Digital 2017

  1. 1. Designing (for) 21st-Century Institutions Photo by Flickr user Ken Lund under CC-BY-SA
  2. 2. Somewhere in America, sometime in the 19th century
  3. 3. Madison, WI, 2011 Photo by Flickr user Peter Gorman under CC-SA
  4. 4. Online, sometime in the 21st century
  5. 5. Photo by Todd Ross Nienkirk, That Other Paper (CC-SA)
  6. 6. Online, sometime in the 21st century
  7. 7. 3,144 counties 19,354 cities & towns
  8. 8. What do we ask from government? ➔ Public safety ➔ Infrastructure ➔ Regulations ➔ Record-keeping ➔ Dispute resolution ➔ Assistance
  9. 9. Government websites are usually about the government. They need to be the government, doing the people’s business online.
  10. 10. Where are the boundaries of government?
  11. 11. What about the civic sphere?
  12. 12. How hard is it to participate? http://www.pewinternet.org/fact-sheet/internet-broadband/
  13. 13. 2013: Healthcare.gov
  14. 14. This used to happen fairly often http://www.nytimes.com/1999/12/23/business/toys-r-us-falls-behind-on-shipping.html
  15. 15. It wasn’t a design problem, exactly http://www.huffingtonpost.com/2013/10/18/obamacare-train-wreck_n_4118041.html
  16. 16. 2014: USDS & 18F
  17. 17. Digital Service
  18. 18. I work at 18F. I’m here in my personal capacity today.
  19. 19. The shiny story, Golden Gate Park, 2011 Photo by Flickr user Michael Fraley
  20. 20. 2009: H1N1 (the un-shiny story)
  21. 21. Templates for health departments (before) http://boltpeters.com/blog/designing-the-google-sites-h1n1-emergency-templates/
  22. 22. Templates for health departments (after) http://boltpeters.com/blog/designing-the-google-sites-h1n1-emergency-templates/
  23. 23. Assistance is deep
  24. 24. Institutions are deeper
  25. 25. Seattle Public Library, Northeast Branch ca. 1983
  26. 26. It’s ok to be a smart girl in the world
  27. 27. Yale University Sterling Library Fall 1990
  28. 28. 言語学
  29. 29. 2000: Butterfly Ballot
  30. 30. Palm Beach County, FL
  31. 31. 2012: Field Guides
  32. 32. Dana Chisnell & the Center for Civic Design
  33. 33. What voters need to know
  34. 34. What voters need to know
  35. 35. 2011:
  36. 36. “I’m here because I believe government can be simple, beautiful, and easy to use.” -- Scott Silverman to Jennifer Pahlka, January 2011
  37. 37. 2007: #opendata
  38. 38. Open Data moved fast - and slow ➔ July 2008 - Apps for DC - first hackathon with open public data ➔ January 2009 - President Obama signs US Open Data Policy ➔ 2009 - Memphis, Portland, and San Francisco create local open data policies
  39. 39. 2009: #gov20
  40. 40. 2011: CityCamp
  41. 41. 2011: GDS
  42. 42. The institution, online
  43. 43. 2012: CFPB
  44. 44. Mortgage Disclosures (Before)
  45. 45. Mortgage Disclosures (After)
  46. 46. 2013: Coding for America
  47. 47. VP of Research UX Evangelist
  48. 48. Asheville, NC, 2014
  49. 49. The CUT Group, Chicago, 2014
  50. 50. 2014: SNAP/CalFresh
  51. 51. SNAP
  52. 52. 2016: 18F
  53. 53. VP of Research UX Evangelist Director of Product Lead Innovation Specialist
  54. 54. I work for President Trump I work in the Trump administration I work for the federal government I work for the American public
  55. 55. IANAL
  56. 56. * has not reviewed or endorsed this talk. *
  57. 57. FASPBS TTS ITC
  58. 58. FAS ITC Office of Integrated Technology Category Federal Acquisition Service
  59. 59. Schedules
  60. 60. MOU > IAA ITC +
  61. 61. $ = CO W
  62. 62. FAS ITC EOP OMB OPM
  63. 63. “Public servants are designers.” -- Dana Chisnell, Civic Design Camp NYC, November 2014
  64. 64. Design Principles for Public Institutions
  65. 65. GDS, 2012
  66. 66. Simple, beautiful, & easy to use
  67. 67. Respect for people’s time, dignity, and abilities.
  68. 68. Inviting, not just allowing, full participation.
  69. 69. Government & citizens are on the same side - design for unity.
  70. 70. Institutions that... ➔ Honor people’s humanity ➔ Break barriers to access ➔ Trust and support the people they are made of
  71. 71. Designers who... ➔ Work in long timeframes ➔ Follow principles over process ➔ Make all the friends they can
  72. 72. Questions?
  73. 73. Thank you so much for coming! @cydharrell any time you want to talk about this

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