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Talk about the need for design in government, and the opportunity for UX and design professionals to make a difference by helping the public sector work better for people.
Talk about the need for design in government, and the opportunity for UX and design professionals to make a difference by helping the public sector work better for people.
CITIZEN EXPERIENCE DESIGN Jess McMullin
| The Centre for Citizen Experience | @jessmcmullin @jessmcmullin Examples, Challenges and Opportunities for Improving the Citizen Experience UX Lisbon | June 6, 2014 | Lisboa, Portugal
Increasing Demand for Services Shrinking
Revenue and Resources in Government THE SERVICE PARADOX THATWILL DEFINETHE NEXT DECADES. HOW DO WE CLOSE THIS SERVICE GAP?
DESIGN AS A CAPABILITY WHAT
DESIGN DOES FOR THE ORGANIZATION, GIVEN THETALENT, TIME, BUDGET, AND TRAINING TO APPLYDESIGN TO UNDERSTANDING, DEFINING, AND SOLVING PROBLEMS, AND REALIZING OPPORTUNITIES
Improved outcomes for stakeholders &
government Service Delivery Costs THE KEYPROMISE: CITIZEN EXPERIENCE DESIGN CAN HELP LOWER COSTS AND IMPROVE OUTCOMES
TOP 3 CHALLENGES FOR CITIZEN
EXPERIENCE DESIGN 1. SERVICE MONOPOLYIN GOVERNMENT 2. COMPETING INTERESTS & TRADEOFFS 3. SCALE
1. SERVICE MONOPOLYIN GOVERNMENT *
A note for Cam Lane and every other wonderful public servant: I believe the overall legacy of government is overwhelmingly positive.
YOU ARE GOING TO HELP
THIS SHIFTHAPPEN SOONER THAN LATER. THE PEOPLE IN THIS ROOM CAN BE ON THE LEADING EDGE OF A PROFOUND TRANSFORMATION FOR PUBLIC DESIGN AND INNOVATION…
YOU WILLGIVE LIGHTTO NOT ONLYTO
PORTUGAL, NOTONLYTO EUROPE, BUTTHE WHOLE WORLD… I HOPE YOU CONSIDER SHINING SOME OF THATLIGHTON THE CITIZEN EXPERIENCE.
Keep in touch! Jess McMullin
The Centre for Citizen Experience @jessmcmullin jess AT ctzn DOT ca http://citizenexperience.org
Many thanks to the following
great folks who helped make this talk better. » Mayor Don Iveson, his staff & the City of Edmonton » City of Vancouver,Transportation Planning » Government of British Columbia, Ministry of Citizens’ Services and Open Government » John Fetterman, Braddock, PA, & Levi Strauss » Code for America,Textizen, and Civic Industries » Consumer Financial Protection Bureau » Government of Alberta » UK Government Digital Service » MindLab » Heather McMullin, Harry Max, Kes Sampanthar, Laura Wesley » Municipality of Zapopan » All the great Flickr users who share Creative Commons photos ACKNOWLEDGEMENTS
Usability in Government Systems: UX
Design for Citizens & Public Servants P.S. There’s a book about UX & Government And I wrote a chapter in it…