Citizen Experience Design, UX Lisbon

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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.

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Citizen Experience Design, UX Lisbon

  1. 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
  2. #CITX #UXLX
  3. THANK YOU SO MUCH FOR INVITING ME…
  4. WHATAN AMAZING COMMUNITY HERE AT UX LISBON
  5. YOU HAVE OUTSTANDING TALENTAND EVEN GREATER POTENTIAL…
  6. WHYI’M HERE TODAY
  7. 1996
  8. 2003
  9. START MY OWN FIRM FORTUNE 500 SILICON VALLEY PITCH AGAINSTTHE BEST WIN BURN OUT REBOOT.
  10. 2009
  11. A FUNDAMENTALQUESTION: WHATHAPPENS IF WETHINK ABOUTCITIZEN EXPERIENCE THE WAY WETHINK ABOUTCUSTOMER EXPERIENCE? HOW CAN DESIGN HELP THE PUBLIC SECTOR WORK BETTER FOR PEOPLE?
  12. GOVERNMENTFACES REALCHALLENGES http://www.flickr.com/photos/vincealongi/2790464608
  13. UNFORTUNATELY, IT’S GOING TO GETEVEN HARDER.
  14. Increasing Demand for Services Shrinking Revenue and Resources in Government THE SERVICE PARADOX THATWILL DEFINETHE NEXT DECADES. HOW DO WE CLOSE THIS SERVICE GAP?
  15. WE NEED TO REDESIGN GOVERNMENT Photo:Wikipedia http://en.wikipedia.org/wiki/C%C3%A2mara_Municipal
  16. HOW?
  17. ONE PIECE OF THE PUZZLE
  18. CUSTOMER EXPERIENCETRANSFORMATION http://www.flickr.com/photos/mr_t_in_dc/2415124094
  19. APPLE
  20. CUSTOMER EXPERIENCE
  21. EXPERIENCE CITIZEN
  22. PONDER ON YOUR OWN CITIZEN EXPERIENCE FOR A MOMENT…
  23. WHERE’S YOUR ‘I GOVT?’ T-SHIRT? http://www.flickr.com/photos/omaromar/4961643547
  24. SO HOW DO WE CHANGETHE CITIZEN EXPERIENCE?
  25. EXPERIENCE DESIGN CUSTOMER
  26. EXPERIENCE DESIGN CITIZEN
  27. CITIZEN EXPERIENCE DESIGN: THE APPLICATION OF DESIGN TO GENERATE INNOVATIONS THATHELP GOVERNMENTWORK BETTER FOR PEOPLE.
  28. #CIVICDESIGN #GGOVJAM #PSILABS #GOV30
  29. WHATDO I MEAN BYDESIGN?
  30. DESIGN MATURITY: FLUKE FASHION FUNCTION FIXING PROBLEMS FRAMING
  31. FLUKE, RANDOM, OR DEFAULT
  32. FASHION
  33. FASHION
  34. FUNCTION
  35. FIXING PROBLEMS http://www.flickr.com/photos/akc77/4114250064
  36. FIXING PROBLEMS http://www.flickr.com/photos/14636434@N02
  37. FRAMING-REDEFINING THE PROBLEM
  38. FRAMING http://www.programs.alberta.ca/Contacts/Map.aspx? id=3277
  39. POLICYIS THE DECISION DNA OF ORGShttp://www.flickr.com/photos/wheatfields/2073336603
  40. YOU CAN’TCHANGETHE WORLD WITHOUT CHANGING THAT DECISION DNA…
  41. DESIGN FOR CHANGE
  42. THREETHINGS WE NEED SO THAT DESIGN DRIVES CHANGE
  43. DESIGN AS A PROCESS
  44. DESIGN AS A CAPABILITY
  45. DESIGN AS A CULTURE
  46. DESIGN AS A PROCESS FOR UNDERSTANDING, DEFINING, AND SOLVING PROBLEMS, AND REALIZING OPPORTUNITIES.
  47. discover define design develop define the right problem or opportunity create the right solution Based on UK Design Council Double Diamond process
  48. The Squiggle | Damien Newman, Central | CC:BY ND
  49. 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
  50. WHATIS THE POWER OF DESIGN?
  51. THE POWER OF POSSIBILITY http://www.flickr.com/photos/jurvetson/2542450115
  52. THE POWER OF REAL WORLD OBSERVATION http://www.flickr.com/photos/artcriminal/3669455518
  53. THE POWER OF SEEING SYSTEMS http://www.flickr.com/photos/ethanhein/2272885283
  54. THE POWER OF VISUALIZING & MAKING http://citizenexperience.com
  55. THE POWER OF ITERATION http://www.flickr.com/photos/robinkearney
  56. THE POWER OF CODESIGN http://www.flickr.com/photos/edublogger/5663869738
  57. POWER TO MAKE MEANING FOR PEOPLEhttp://www.flickr.com/photos/eileendelhi/144335765
  58. DESIGN AS A CULTURE THE INTERNALDESIGN MATURITYTO APPLY DESIGN TO THE HEARTOF THE ORGANIZATION.
  59. DESIGN AS A CULTURE THE INTERNALDESIGN MATURITYTO APPLY DESIGN TO THE HEARTOF THE ORGANIZATION. (STARTSMALL)
  60. 4+ YEARS (AND ONGOING) FOR B.C. @admaclennan leading BC Digital Service Strategy
  61. PROCESS + CAPABILITY+ CULTURE = RESULTS
  62. REDUCE SERVICE FAILURE+ INCREASE VALUE http://www.flickr.com/photos/cloneofsnake/2825436246
  63. Improved outcomes for stakeholders & government Service Delivery Costs THE KEYPROMISE: CITIZEN EXPERIENCE DESIGN CAN HELP LOWER COSTS AND IMPROVE OUTCOMES
  64. CHALLENGES
  65. IT’S EASYTO TALK ABOUTCITIZEN EXPERIENCE
  66. AS YOU MAY EXPECT, ITCAN BE A BIT HARDER TO ACTUALLYDO SOMETHING ABOUTIT.
  67. ALLTHETYPICAL CHALLENGES OF ANY CHANGE IN ANY ORGANIZATION…
  68. RECOGNIZING CHALLENGES IS FIRSTSTEP TO OVERCOMING THEM http://www.flickr.com/photos/tambako/3948318155/
  69. THESE IN PARTICULAR 33
  70. TOP 3 CHALLENGES FOR CITIZEN EXPERIENCE DESIGN 1. SERVICE MONOPOLYIN GOVERNMENT 2. COMPETING INTERESTS & TRADEOFFS 3. SCALE
  71. 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.
  72. 2. COMPETING INTERESTS
  73. 3. SCALE
  74. BUTI AM WILDLY OPTIMISTIC WE WILLMEETTHE CHALLENGE…
  75. WILDLYOPTIMISTIC BECAUSE OF THE AMAZING TALENT HERE ATUX LISBON
  76. I AM COUNTING ON YOU TO FIGHTTHE CROCODILES http://www.flickr.com/photos/tambako/3948318155/
  77. STORIES
  78. CROSSCHANNELIN GUADALAJARA
  79. MEET RODRIGO HERRERA
  80. MUNICIPALITYOF ZAPOPAN
  81. FOUR FACETO FACE LOCATIONS, SOME A 2 HOUR DRIVE AWAY
  82. GOVERNMENT INTERACTIONS REQUIRED TAKING A DAYOFF OF WORK
  83. 90% OF POPULATION (OF 1.1 MILLION PEOPLE) WITHIN 3KM OF KIOSK
  84. DON IVESON & THE CITYOF EDMONTON Video courtesy Councilor Don Iveson and the City of Edmonton. Project photos by yours truly.
  85. MEET COUNCILOR (NOW MAYOR) IVESON
  86. GOVERNMENTOF BRITISH COLUMBIA
  87. DOMESTIC VIOLENCE POLICYDESIGN
  88. CHALLENGES WITH RESTRAINING ORDERS
  89. FIELD RESEARCH 60+ PARTICIPANTS
  90. GROUP ANALYSIS
  91. PATTERNS, PRINCIPLES, CONNECTIONS
  92. CODESIGNING POLICYOPTIONS
  93. UK GOVERNMENTDIGITALSERVICE
  94. @GDSTEAM
  95. @LEISA
  96. http://www.flickr.com/photos/benterrett/8576183560
  97. OPPORTUNITIES
  98. SO WHATCAN YOU DO?
  99. THE OPPORTUNITYIN EUROPE
  100. EUROPE IS LEADING THE WORLD IN PUBLIC DESIGN AND INNOVATION
  101. 1. WE RECOGNIZETHATDESIGN HELPS MORETHAN STARTUPS, OUTSOURCING, AND ENTERPRISE SOFTWARE. DESIGN MAKES A DIFFERENCE.
  102. YOU MAKE A DIFFERENCE
  103. 2. UNDERSTAND THE VALUE OF DESIGN…
  104. YOU CAN USE AN ERASER ON THE DRAFTING BOARD OR A SLEDGEHAMMER ON THE CONSTRUCTION SITE. - FRANK LLOYD WRIGHT
  105. 3. MAKE CONNECTIONS, SHARE SUCCESS
  106. FIND WHERE YOU CAN CONNECT @PolicyLabUK @OpenPolicyUK
  107. PARTNER PILOT(PROTOTYPE) PUBLICIZE
  108. 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…
  109. TWO LASTSTORIES
  110. THE STORYOF CITIZEN EXPERIENCE
  111. CITIZEN EXPERIENCE IS A FOCUS http://www.flickr.com/photos/wwworks/4073469817
  112. CITIZEN EXPERIENCE IS A BRIDGEhttp://www.flickr.com/photos/gilderic/5774989553
  113. CITIZEN EXPERIENCE IS A COMPASS http://www.flickr.com/photos/kahunna/421255212
  114. YOU CAN HELP
  115. PUTDESIGN TO WORK http://citizenexperience.com
  116. HELP REIMAGINE GOVERNMENT http://www.flickr.com/photos/althouse/269601063
  117. AND CREATE A CULTURE OF OPPORTUNITY http://www.flickr.com/photos/libertinus/3501511323
  118. I NEED YOUR HELP FOR THIS LASTSTORY
  119. IT’S THE STORYOF STARTING SOMETHING HERE…ABOUTPLANTING SEEDS THATWILLGROW INTO STARS
  120. 123
  121. Thanks @raqsilvestre
  122. YOU WILLGIVE LIGHTTO NOT ONLYTO PORTUGAL, NOTONLYTO EUROPE, BUTTHE WHOLE WORLD… I HOPE YOU CONSIDER SHINING SOME OF THATLIGHTON THE CITIZEN EXPERIENCE.
  123. OBRIGADO MERCI BIEN GRACIAS DZIĘKUJĘ DANKE THANK YOU.
  124. Keep in touch! Jess McMullin The Centre for Citizen Experience @jessmcmullin jess AT ctzn DOT ca http://citizenexperience.org
  125. 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
  126. 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…

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