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UX for Institutions (This is how we win the time war)

The opening keynote talk from CanUX 2019, exploring how UX can work on the deeper layers of major institutions to make change over the long term

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UX for Institutions (This is how we win the time war)

  1. 1. UX for Institutions (This is how we winthe time war) Cyd Harrell,CanUX 2019-
  2. 2. I do solemnly swear (or affirm) that I will support and defend the Constitution of the United States against all enemies, foreign and domestic; [ Innovation Specialist ]
  3. 3. that I will bear true faith and allegiance to the same; that I take this obligation freely, without any mental reservation or purpose of evasion; and that I will well and faithfully discharge the duties of the office on which I am about to enter.
  4. 4. Public servants make more design decisions than the entire design industry.
  5. 5. What are the best practices for government digital transformation?
  6. 6. Digital transformation A government agency is able - on its own - to use technology as a tool to serve its constituents’ needs over time.
  7. 7. Government websites are usually about the government. They need to be the government, doing the people’s business online.
  8. 8. Best practices Ways & means to move agencies toward - understanding constituent needs - empowering staff to meet them - making technology normal
  9. 9. Better research question: What makes modern digital practicesstick within a government agency, beyond a single innovation project? (Or: how do you change an institution?)
  10. 10. Interview questions: - What does digital transformation mean in government? - What is the goal or end-state? How do you know when you’re done? - What are the biggest obstacles to this work? How can we help people get past those obstacles? - Is there one digital transformation process or many? - How do you make the changes last? - What resources would be valuable for other agencies doing this work?
  11. 11. Research methods & skills: - Moderated interviews - Literature review - Policy & regulation review - Cluster recruiting - Tight consent & confidentiality
  12. 12. Cluster recruiting: Who else in the organization had an important role in this moving forward (or not)? [ sponsor ] [ project lead ] [ hands-on staff ]
  13. 13. Top barriers: -Extreme technical debt -Difficulty showing qualitative change via metrics -Leadership over-involved in decision-making -Failure to connect directly to users Top helps: -Continual user feedback loops -Cross-functional teams of long duration -Community organizing techniques -Appeals to authoritative guidance Full report:
  14. 14. Digital transformation A government agency is able - on its own - to use technology as a tool to serve its constituents’ needs over time.
  15. 15. Institutional layers “Design”
  16. 16. [ support & defend the Constitution ] [ provide a helpful, user-centered website ] API
  17. 17. “by default, it treats emails as groups of disposable garbage” —Ron Amadeo, Ars Technica RIP
  18. 18. UX Right Now - How can we design form and structure at scale? - How can we govern that? purpose strategy governance structure form
  19. 19. scale
  20. 20. fad institution Things that exist at scale
  21. 21. fad institution Things that exist at scale [products] [companies] [governments]
  22. 22. Institutions act on us at scale and over time.
  23. 23. 1990
  24. 24. 言語学
  25. 25. Yale University Sterling Library-
  26. 26. months centuries individuals societies fashion Local anchor businessesPersonal circumstances storms publications
  27. 27. centuries societies government medicine The market cuisine education marriage journalism
  28. 28. 1896 American Cotton Oil American Sugar American Tobacco Chicago Gas Distilling & Cattle Feeding General Electric Laclede Gas National Lead North American, Tennessee Coal and Iron U.S. Leather U.S. Rubber 3M American Express Apple Boeing Caterpillar Chevron Cisco Systems Coca-Cola DowDuPont ExxonMobil Goldman Sachs Home Depot IBM Intel Johnson & Johnson JPMorgan Chase McDonald's Merck Microsoft Nike Pfizer Procter & Gamble Travelers Cos. UnitedHealth Group United Technologies Verizon Visa Walgreens Boots Alliance Walmart Walt Disney 2018The market
  29. 29. 1896 Government - Women could not vote in most US states - Black people’s right to vote was notguaranteed - Social Security did not exist - Senators were elected by state legislatures - No limit on presidential terms
  30. 30. 50 states 3,144 counties 19,354 cities & towns I don’t even know how many water districts, air quality boards, regional transit bodies, etc.
  31. 31. In the 21st century, we interact with long-timescale institutions via short-timescale technologies.
  32. 32. Justice, Access, & Websites
  33. 33. 1 Supreme Court 6 Appellate Courts 58 Superior Courts 254 Courthouses
  34. 34. Non-criminal case types: - Family law -divorce, parentage, custody - Small claims -lawsuits under $10,000 - Many restraining orders - Probate law -estates, guardianship, conservatorship - Civil law -lawsuits, housing & eviction, name/gender changes, more
  35. 35. neutrality
  36. 36. neutrality The court can’thave a preference about whether you file or advance your case. The court must offer equal service to all sides in a case.
  37. 37. accuracy
  38. 38. accuracy If we try to be comprehensive and precise, we risk being unreadable by a large part of the audience. Whose accurate understanding are we aiming for?
  39. 39. [ fair & equal justice ] [ a user-centered website ]
  40. 40. [ representation by expert advocates ] [ service design for the general public ]
  41. 41. Simplified instructions for serving papers
  42. 42. UX questions - How can we make the deeper layers visible? - How can we shift what’s possible in the upper layers? purpose strategy governance structure form
  43. 43. What if
  44. 44. Respect for people’s time, dignity, & abilities.
  45. 45. cuisine medicine education
  46. 46. months centuries individuals societies fashion Local anchor businessesPersonal circumstances storms publications software
  47. 47. designers are good at expressing abstract ideas in concrete things. It’s how we win.
  48. 48. Thank you! @cydharrell any time you want to talk about this