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CITIZEN EXPERIENCE DESIGN
                                                            …and You!
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin
WHY I’M HERE
  TODAY
THIS IS A STORY
ABOUT LOSING
SOMETHING…
AND FINDING
SOMETHING…
START MY OWN FIRM
FORTUNE 500
SILICON VALLEY
PITCH AGAINST BIG FIRMS
WIN
BURN OUT
REBOOT.
THE STATE OF GOVERNMENT TODAY
http://www.flickr.com/photos/vincealongi/2790464608
UNFORTUNATELY, IT’S GOING TO
GET EVEN HARDER.
Rising Retirement = Smaller Workforce




THE DEMOGRAPHIC                                HOW DO WE
PARADOX THAT WILL                                    CLOSE
DEFINE THE NEXT                               THIS SERVICE
                                                      GAP?
DECADES.

Aging Population = More Demand For Services
WE NEED TO REDESIGN GOVERNMENT
http://www.flickr.com/photos/whalt/175352360
HOW?
ONE PIECE OF THE PUZZLE
CUSTOMER EXPERIENCE TRANSFORMATION
http://www.flickr.com/photos/mr_t_in_dc/2415124094
CUSTOMER
EXPERIENCE
CITIZEN
EXPERIENCE
SO, WHAT IS
CITIZEN
EXPERIENCE?
THE CITIZEN EXPERIENCE BELL CURVE
POLITICS & VOTING
http://www.flickr.com/photos/financialaidpodcast/3002765922
COMMUNITY & CIVIC INVOLVEMENT
http://www.flickr.com/photos/jypsygen/2367693922
PROGRAMS & SERVICES
http://www.flickr.com/photos/nj_dodge/68549080
FAILURE DEMAND
http://www.flickr.com/photos/cloneofsnake/2825436246
CIVIC ACTION
http://www.flickr.com/photos/brecav/6182719980
PONDER ON YOUR OWN
CITIZEN EXPERIENCE
FOR A MOMENT…
♥




WHERE’S YOUR ‘I ♥ THE DMV?’ T-SHIRT?
http://www.flickr.com/photos/omaromar/4961643547
SO HOW DO WE
CHANGE THE CITIZEN
EXPERIENCE?
CUSTOMER
EXPERIENCE
DESIGN
CITIZEN
EXPERIENCE
DESIGN
WHAT DO I MEAN
 BY DESIGN?
STYLE
STYLE
FUNCTION
PROBLEM SOLVING
http://www.flickr.com/photos/akc77/4114250064
PROBLEM SOLVING
http://www.flickr.com/photos/14636434@N02
FRAMING-REDEFINING THE PROBLEM
FRAMING
http://www.programs.alberta.ca/Contacts/Map.aspx?
id=3277
FRAMING & POLICY
CALIFORNIA STATE READYRETURN
“Our consumer tax business also faces significant
competition from the public sector, where we face
the risk of federal and state taxing authorities
developing software or other systems to facilitate
tax return preparation and electronic filing at no
charge to taxpayers. !These or similar programs may
be introduced or expanded in the future, which may
cause us to lose customers and revenue. For example,
during tax season 2010, the federal government
introduced a prepaid debit card program to facilitate
the refund process. Our consumer and professional tax
businesses provide this service as well.


INTUIT’S 2010 INVESTOR REPORT
Via http://www.republicreport.org/2012/corruption-taxes-fivemins
See http://www.nytimes.com/2010/01/24/business/24digi.html
POLICY IS THE DECISION DNA OF ORGS
http://www.flickr.com/photos/wheatfields/2073336603
YOU CAN’T CHANGE THE
WORLD WITHOUT
CHANGING THAT
DECISION DNA…
CITIZEN EXPERIENCE DESIGN
IMPROVES BOTH SERVICE DELIVERY & POLICYMAKING
REDUCE FAILURE DEMAND + INCREASE VALUE
http://www.flickr.com/photos/cloneofsnake/2825436246
SO HOW CAN DESIGN DO THAT FOR US?
    WHAT IS THE POWER OF
          DESIGN?
CONFIDENCE IN THE FACE OF UNCERTAINTY
http://www.flickr.com/photos/athoshun/5153870261
MAKE THE RIGHT DECISIONS FASTER
http://www.flickr.com/photos/zawtowers/3757810372
UNDERSTANDING DECISION MAKING
http://www.flickr.com/photos/piper/22584430
SIMULATIONS USING OUR OWN REALITY MAP
http://www.flickr.com/photos/vitroids/2647573395
BUT EVERYONE HAS A DIFFERENT MAP
http://www.flickr.com/photos/gadl/456185679
COMMON MAPS MAKE COMMON GROUND
http://www.flickr.com/photos/chrisjl/5623346982
CITIZEN EXPERIENCE DESIGN
CREATES COMMON MAPS
FOR GROUP DECISIONS
AS A DESIGNER, YOU CAN
HELP SHAPE THE DECISIONS
THAT AFFECT THE DAILY
EXPERIENCES OF CITIZENS.
TODAY I’M GOING TO SHOW
YOU SIX SIMPLE WAYS OF
WORKING THAT UNLOCK THE
POWER OF DESIGN FOR THE
PUBLIC SECTOR.
MORE THAN NEW WAYS
OF WORKING, THESE
ARE NEW WAYS OF
THINKING…
DESIGN THINKING
(CULTIVATING A DESIGN
MINDSET AND DESIGN LOGIC)
COMES FROM ONGOING
DESIGN PRACTICE.
NEW WAYS OF
THINKING CAN CREATE
A NEW CULTURE
6 WAYS TO CHANGE A
CULTURE…
THE POWER OF POSSIBILITY: WHAT IF?
http://www.flickr.com/photos/jurvetson/2542450115
THE POWER OF REAL WORLD OBSERVATION
http://www.flickr.com/photos/artcriminal/3669455518
THE POWER OF SEEING SYSTEMS
http://www.flickr.com/photos/ethanhein/2272885283
THE POWER OF VISUALIZING & MAKING
http://citizenexperience.com
THE POWER OF ITERATION
http://www.flickr.com/photos/robinkearney
THE POWER OF CODESIGN
http://www.flickr.com/photos/edublogger/5663869738
ONE BONUS SUPERPOWER:
MAKE MEANING FOR PEOPLE
http://www.flickr.com/photos/eileendelhi/144335765
THREE STORIES
BC PUBLIC SERVICE “DRAGON’S DEN”
Photos courtesy Ministry of Citizens’ Services and Open Government
http://www.flickr.com/photos/xeeliz/5560086459
CITY OF VANCOUVER TRANSPORTATION 2040
Photos & drawings courtesy Transportation Planning, City of Vancouver
BEYOND THE EVENING OPENHOUSE
IMAGINING THE FUTURE OF TRANSPORT
Session with Stanley King, Co-Design Group
DESIGNING TOGETHER
DON IVESON & THE CITY OF EDMONTON
Video courtesy Councilor Don Iveson and the City of Edmonton. Photos by yours truly.
MEET COUNCILOR IVESON
» Don Iveson Lego Campaign video


http://www.youtube.com/watch?v=r8yHPoxU-Bs
» Edmonton Lego Contest video

 http://www.youtube.com/watch?v=FGo6l5iphTQ
TWO LAST STORIES…
THE STORY OF
CITIZEN
EXPERIENCE
CITIZEN EXPERIENCE IS A FOCUS
http://www.flickr.com/photos/wwworks/4073469817
CITIZEN EXPERIENCE IS A BRIDGE
http://www.flickr.com/photos/gilderic/5774989553
CITIZEN EXPERIENCE IS A COMPASS
http://www.flickr.com/photos/kahunna/421255212
YOU CAN HELP
IN YOUR COMMUNITY
http://www.flickr.com/photos/ennuiislife/4061620293
WITH YOUR GOVERNMENT
http://www.flickr.com/photos/jypsygen/2367693922
IN EVERYDAY CONVERSATION
http://www.flickr.com/photos/chrisjl/3847317985
PUT DESIGN TO WORK
http://citizenexperience.com
MAKE THE RIGHT DECISIONS FASTER
http://www.flickr.com/photos/st-stev/790464904
FIND CONFIDENCE TO FACE UNCERTAINTY
http://www.flickr.com/photos/davedehetre/5857947661
HELP REDESIGN GOVERNMENT
http://www.flickr.com/photos/althouse/269601063
HELP REDISCOVER A CULTURE OF OPPORTUNITY
http://www.flickr.com/photos/libertinus/3501511323
FINDING THAT OPPORTUNITY
JOHN FETTERMAN
BRADDOCK, PA
Braddock, PA video with Levi Strauss
http://www.youtube.com/watch?v=635XItRDU7g
CITIZEN EXPERIENCE
DESIGN IS A NEW
FRONTIER…GO THERE…
THANK YOU.
Keep in touch!
Jess McMullin
The Centre for Citizen Experience
@jessmcmullin
Jess AT ctzn.ca
http://citizenexperience.com
Many thanks to the following great folks
who helped make this talk better.
»  Councilor Don Iveson, his staff & the City of Edmonton
»  City of Vancouver, Transportation Planning
»  Government of British Columbia, Ministry of Labour,
   Citizens’ Services and Open Government, Citizen
   Engagement Branch.
»  Peter Kageyama, John Fetterman, Braddock, PA, & Levi
   Strauss
»  Heather McMullin, Harry Max, Victor Lombardi, Ashley
   Casovan and Kes Sampanthar
»  All the great Flickr users who shared Creative Commons
   photos!

ACKNOWLEDGEMENTS

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