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Designing Government: Transforming the Citizen Experience

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Designing Government: Transforming the Citizen Experience

Keynote at Interaction South America in Buenos Aires on November 21, 2014. Discusses the need for change in government, the opportunity for design to help, and the need to focus design for service, for policy, and for change.

Keynote at Interaction South America in Buenos Aires on November 21, 2014. Discusses the need for change in government, the opportunity for design to help, and the need to focus design for service, for policy, and for change.

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Designing Government: Transforming the Citizen Experience

  1. 1. DESIGNING GOVERNMENT: TRANSFORMING THE CITIZEN EXPERIENCE Jess McMullin | The Centre for Citizen Experience @jessmcmullin | jess AT ctzn.ca
  2. 2. BUENOS DIAS! MUCHAS GRACIAS @jessmcmullin #citx
  3. 3. WHYI’M HERE TODAY
  4. 4. -20°C
  5. 5. STORIES
  6. 6. A STORYABOUT LOSING SOMETHING…
  7. 7. AND A STORY ABOUTFINDING SOMETHING………
  8. 8. SINCE 1996
  9. 9. 2003
  10. 10. STARTMYOWN FIRM FORTUNE 500 SILICON VALLEY PITCH AGAINSTBIG FIRMS WIN BURN OUT REBOOT.
  11. 11. 2009
  12. 12. A QUESTION
  13. 13. WHATHAPPENS IF WETHINK ABOUT CITIZEN EXPERIENCE WITH THE SAME DESIGN TOOLS WE USE FOR CUSTOMER EXPERIENCE? WHERE WOULD THATTAKE US?
  14. 14. THE STATE OF GOVERNMENTTODAYhttp://www.flickr.com/photos/vgm8383/2034624215
  15. 15. IT’S A CHALLENGE FOR ALLOF US
  16. 16. UNFORTUNATELY, IT’S GOING TO GETEVEN HARDER.
  17. 17. GLOBALIZATION CLIMATE CHANGE DEMOGRAPHICS ECONOMIC INSTABILITY …ETC.
  18. 18. WE HAVE NO ALTERNATIVE BUTTO REINVENThttp://www.flickr.com/photos/whalt/175352360
  19. 19. ONE PIECE OF THE PUZZLE
  20. 20. CUSTOMER EXPERIENCETRANSFORMATIONhttp://www.flickr.com/photos/mr_t_in_dc/2415124094
  21. 21. APPLE
  22. 22. EXPERIENCE CUSTOMER
  23. 23. EXPERIENCE CITIZEN
  24. 24. THINK ABOUTYOUR OWN CITIZEN EXPERIENCE…
  25. 25. WHERE IS YOUR “I LOVE GOVERNMENT” T-SHIRT?
  26. 26. BUTWE CAN IMPROVETHE CITIZEN EXPERIENCE.
  27. 27. EXPERIENCE CITIZEN DESIGN
  28. 28. WHATIS DESIGN?
  29. 29. Design Maturity, Jess McMullin, 2005
  30. 30. STYLE
  31. 31. STYLE
  32. 32. FUNCTION
  33. 33. PROBLEM SOLVINGhttp://www.flickr.com/photos/akc77/4114250064
  34. 34. PROBLEM SOLVINGhttp://www.flickr.com/photos/14636434@N02
  35. 35. FRAMING – REDEFINING THE PROBLEM
  36. 36. FRAMING-REDEFINING THE PROBLEM
  37. 37. FRAMINGhttp://www.programs.alberta.ca/Contacts/Map.aspx?id=3277
  38. 38. TODAYI’M GOING TO SHOW YOU SIX SIMPLE WAYS OF WORKING THATUNLOCKTHE POWER OF DESIGN.
  39. 39. YOU PROBABLYALREADY DO THESETHINGS BUTGOVERNMENTDOESN’T
  40. 40. MORETHAN NEW WAYS OF WORKING, THESE ARE NEW WAYS OF THINKING…
  41. 41. DESIGN THINKING (CULTIVATING A DESIGN MINDSETAND DESIGN LOGIC) COMES FROM ONGOING DESIGN PRACTICE.
  42. 42. NEW WAYS OF THINKING CAN CREATE A NEW CULTURE
  43. 43. 6 WAYS TO CHANGE A CULTURE…
  44. 44. THE POWER OF POSSIBILITYhttp://www.flickr.com/photos/jurvetson/2542450115
  45. 45. THE POWER OF REAL WORLD OBSERVATIONhttp://www.flickr.com/photos/artcriminal/3669455518
  46. 46. THE POWER OF SEEING SYSTEMShttp://www.flickr.com/photos/ethanhein/2272885283
  47. 47. THE POWER OF VISUALIZING & MAKINGhttp://citizenexperience.com
  48. 48. THE POWER OF ITERATIONhttp://www.flickr.com/photos/robinkearney
  49. 49. THE POWER OF CODESIGNhttp://www.flickr.com/photos/edublogger/5663869738
  50. 50. ONE BONUS SUPERPOWER: MAKE MEANING FOR PEOPLEhttp://www.flickr.com/photos/eileendelhi/144335765
  51. 51. SO HOW DO DESIGNERS MAKE A DIFFERENCE IN GOVERNMENT?
  52. 52. GETINVOLVED: HACKATHONS & COMMUNITYACTIVITY WORK FOR A CENTRALDESIGN TEAM WORK FOR A GOVT. DEPARTMENT CONSULTFOR GOVERNMENT
  53. 53. THE HEARTOF PUBLIC INNOVATION: TRANSLATE CITIZEN NEEDS INTO GOVERNMENT CAPABILITIES.
  54. 54. THREE THINGS
  55. 55. 1. DESIGN FOR SERVICE 2. DESIGN FOR POLICY 3. DESIGN FOR CHANGE
  56. 56. DESIGN FOR SERVICE FROM INSIGHTTO CAPABILITY
  57. 57. PUBLIC SERVICES ARETHE MAIN CONTACTBETWEEN GOVERNMENTAND CITIZENS
  58. 58. PUBLIC SERVICES USETHE CAPABILITIES OF GOVERNMENTTO CREATE VALUE FOR CITIZENS.
  59. 59. UNDERSTAND PEOPLE Design for Services
  60. 60. PEOPLE ZOOM
  61. 61. BLIGHTSTATUS & CITYOF NEW ORLEANSPhotos Courtesy of Civic Industries.
  62. 62. HURRICANE KATRINA DESTROYED MANYHOMES
  63. 63. CITIZENS ARE IDENTIFYING BLIGHT
  64. 64. AND THE CITYIS WORKING TO CLEAN UP
  65. 65. CITYHALLKNEW WHATITWANTED
  66. 66. THETEAM WENTTO NOLA NEIGHBORHOODS
  67. 67. COMMUNITIES MAPPED BLIGHTTHEMSELVES
  68. 68. THE REALPROBLEM WAS FEEDBACK ?
  69. 69. USER RESEARCH UNLOCKED INSIGHTS
  70. 70. MORE AT CIVICINSIGHT.COM
  71. 71. COORDINATE CHANNELS, TOUCHPOINTS Design for Services
  72. 72. WEB, MOBILE, FACETO FACE
  73. 73. MANAGE HANDOFFS & TRANSITIONS Design for Services
  74. 74. BC SERVICES CARD
  75. 75. FIELD RESEARCH
  76. 76. FINDING PATTERNS
  77. 77. CODESIGN WORKSHOPS
  78. 78. EXPLORE NEW SERVICE CONCEPTS
  79. 79. PROTOTYPE NEW SERVICE CONCEPTS
  80. 80. DOCUMENTING SERVICE CONCEPTS
  81. 81. DIGITALSERVICES CONSULTATION
  82. 82. “ That means government must carefully consider how to design services that truly add value for people...Simply having a digital service does not equal efficiency." " Understanding and delivering value to the public is where we must begin.” DIGITALSERVICES CONSULTATION
  83. 83. NOW HUNDREDS OF THOUSANDS OF CITIZENS HAVETHE NEW CARD
  84. 84. AND NEW KINDS OF SERVICE INNOVATION ARE POSSIBLE.
  85. 85. » Understand People » Coordinate Channels » Manage Handoffs 1DESIGN FOR SERVICE
  86. 86. DESIGN FOR POLICY SHIFTING THE ORGANIZATION’S DECISION DNA
  87. 87. DECISION DNA Design for Policy
  88. 88. POLICY?
  89. 89. POR QUÉ?
  90. 90. WHYDESIGNERS SHOULD CARE ABOUTPOLICY
  91. 91. POLICYIS THE DECISION DNA OF ORGShttp://www.flickr.com/photos/wheatfields/2073336603
  92. 92. POLICYDEFINES HOW GOVERNMENTS DECIDE
  93. 93. Map policy to user needs
  94. 94. POLICYCONFUSION
  95. 95. POLICYALIGNMENT
  96. 96. POLICYCONNECTION
  97. 97. ALIGNING POLICYTO SERVICE DELIVERY
  98. 98. ALIGNING SERVICES TO OUTCOMES Service Delivery Drives Outcomes
  99. 99. Reframing almost always means changing policy.
  100. 100. REFRAMING TAXES
  101. 101. CALIFORNIA STATE READYRETURN
  102. 102. CHILÉ HAS PRE-FILLED TAX FORMS TOO!
  103. 103. CITIZEN EXPERIENCE DESIGN IMPROVES BOTH SERVICE DELIVERY& POLICYMAKING
  104. 104. COMMON GROUND Design for Policy
  105. 105. MAKE THE RIGHTDECISIONS FASTERhttp://www.flickr.com/photos/zawtowers/3757810372
  106. 106. UNDERSTANDING DECISION MAKINGhttp://www.flickr.com/photos/piper/22584430
  107. 107. SIMULATIONS USING OUR OWN REALITYMAPhttp://www.flickr.com/photos/vitroids/2647573395
  108. 108. BUTEVERYONE HAS A DIFFERENTMAPhttp://www.flickr.com/photos/gadl/456185679
  109. 109. COMMON MAPS MAKE COMMON GROUNDhttp://www.flickr.com/photos/chrisjl/5623346982
  110. 110. CITIZEN EXPERIENCE DESIGN CREATES COMMON MAPS FOR GROUP DECISIONS
  111. 111. WHERE DO THOSE COMMON MAPS COME FROM?
  112. 112. BOUNDARYOBJECTS
  113. 113. PROTOTYPES
  114. 114. RESEARCH & OTHER DELIVERABLES 1 3
  115. 115. RESPECTSCALE Design for Policy
  116. 116. POLICYOPERATES AT DIFFERENTSCALES THAN PRODUCTS & SERVICES.
  117. 117. POLICYTAKES LONGER THAN USUALDESIGN
  118. 118. THIS IS TRUE OF EVERYGOVERNMENT
  119. 119. GOVERNMENTHAS TO SERVE EVERYONE
  120. 120. BC PROTECTION ORDERS
  121. 121. DOMINIQUE BOHN Executive Director Court Reform BC Ministry of Justice
  122. 122. 3+ YEARS FOR IMPLEMENTATION
  123. 123. » Decision DNA » Common Ground » Respect Scale 2DESIGN FOR POLICY
  124. 124. DESIGN FOR CHANGE SEETHE SYSTEM TO CHANGETHE SYSTEM
  125. 125. THE SERVICE ARCHITECTURE FRAMEWORK
  126. 126. ALEX MACLENNAN (LAST2 YEARS) @admaclennan
  127. 127. 5 LAYERS
  128. 128. Service Architecture Framework (Early Draft)
  129. 129. WHERE ARETHE RISKS AND OPPORTUNITIES ACROSS YOUR SERVICE ARCHITECTURE?
  130. 130. WHO DO YOU NEED TO WORK WITH TO LOOK ATALLTHE PARTS OF YOUR SERVICE ARCHITECTURE?
  131. 131. PARTOF COLOMBIA’S SERVICE ARCHITECTURE
  132. 132. SOME OF COLOMBIA’S DESIGN & INNOVATION TEAM Angélica Santiago
  133. 133. BUILD CAPABILITY (THERE’S TOO MUCH TO DO ON YOUR OWN) Design for Change
  134. 134. THE HOGWARTS MOMENT
  135. 135. WHEN A PUBLIC SERVANT REALIZES THEYALREADY ARE A DESIGNER…
  136. 136. A UX LIBRARYFOR ALLDEPARTMENTS
  137. 137. BC UX TOOLBOX
  138. 138. BC SERVICE DESIGN PLAYBOOK, SOON
  139. 139. TRAINING, EVENTS, LOCALCOMMUNITY
  140. 140. MOSTOF ALL: PROJECTS & PRACTICE
  141. 141. CULTURE Design for Change
  142. 142. CONFIDENCE IN THE FACE OF UNCERTAINTYhttp://www.flickr.com/photos/athoshun/5153870261
  143. 143. DON IVESON & THE CITYOF EDMONTONVideo courtesy Councilor Don Iveson and the City of Edmonton
  144. 144. MEETCOUNCILOR IVESON
  145. 145. BC PUBLIC SERVICE “DRAGON’S DEN”Photos courtesy Ministry of Citizens’ Services and Open Government
  146. 146. CBC DRAGON’S DENPhoto: Canadian Broadcasting Corporation
  147. 147. http://www.flickr.com/photos/xeeliz/5560086459
  148. 148. BC CITIZENS @ THE CENTRE
  149. 149. CITIZENS @ THE CENTRE
  150. 150. “ That means government must carefully consider how to design services that truly add value for people...Simply having a digital service does not equal efficiency." " Understanding and delivering value to the public is where we must begin.” DIGITALSERVICES CONSULTATION
  151. 151. OMNICHANNELIN GUADALAJARA
  152. 152. ZAPOPAN
  153. 153. MEET RODRIGO HERRERA
  154. 154. THERE WEREJUSTFOUR OFFICES FOR 2M
  155. 155. 90% OF POPULATION WITHIN 3KM OF KIOSK
  156. 156. » Service Delivery Architecture » Build Capability » Work on Culture 3DESIGN FOR CHANGE
  157. 157. SO HOW DO DESIGNERS MAKE A DIFFERENCE IN GOVERNMENT?
  158. 158. 1. DESIGN FOR SERVICE 2. DESIGN FOR POLICY 3. DESIGN FOR CHANGE
  159. 159. TWO LASTSTORIES
  160. 160. THE STORYOF CITIZEN EXPERIENCE
  161. 161. CITIZEN EXPERIENCE IS A FOCUShttp://www.flickr.com/photos/wwworks/4073469817
  162. 162. CITIZEN EXPERIENCE IS A BRIDGEhttp://www.flickr.com/photos/gilderic/5774989553
  163. 163. CITIZEN EXPERIENCE IS A COMPASShttp://www.flickr.com/photos/kahunna/421255212
  164. 164. YOU CAN HELP
  165. 165. GETINVOLVED IN YOUR COMMUNITYhttp://www.flickr.com/photos/ennuiislife/4061620293
  166. 166. WITH YOUR GOVERNMENTShttp://www.flickr.com/photos/jypsygen/2367693922
  167. 167. IN EVERYDAYCONVERSATIONhttp://www.flickr.com/photos/chrisjl/3847317985
  168. 168. IN YOUR EFFORTS TO DESIGN THINGS SO THAT THEYWORK BETTER FOR PEOPLE…
  169. 169. CONSIDER THE CITIZEN EXPERIENCE SPECIFICALLY
  170. 170. THE CONVERSATION CHANGES WHEN ITINCLUDES CITIZEN EXPERIENCE.
  171. 171. PUTDESIGN TO WORKhttp://citizenexperience.com
  172. 172. MAKE THE RIGHTDECISIONS FASTERhttp://www.flickr.com/photos/st-stev/790464904
  173. 173. FIND CONFIDENCETO FACE UNCERTAINTYhttp://www.flickr.com/photos/davedehetre/5857947661
  174. 174. HELP REINVENTGOVERNMENThttp://www.flickr.com/photos/althouse/269601063
  175. 175. REDISCOVER A CULTURE OF OPPORTUNITYhttp://www.flickr.com/photos/libertinus/3501511323
  176. 176. I NEED YOUR HELP FOR THIS LASTSTORY…
  177. 177. PLEASE GET OUTYOUR MOBILE PHONE
  178. 178. 1… 2… 3…
  179. 179. Photo by Cynthia R. Almirón, courtesy Interaction South America isa.ixda.org
  180. 180. Photo: Nimish Gogri CC:BY http://www.flickr.com/photos/gogri/7927333264
  181. 181. THANK YOU! MUCHAS GRACIAS!
  182. 182. Jess McMullin Centre for Citizen Experience jess AT ctzn.ca www.citizenexperience.org twitter.com/jessmcmullin
  183. 183. No deje de completar su evaluación online isa.ixda.org/encuesta ¡Muchas gracias! Designing Government @jessmcmullin
  184. 184. 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 Citizens’ Services and Open Government, Citizen Engagement Branch & UXBC. »  Heather McMullin, Harry Max,Victor Lombardi, Ashley Casovan, Kes Sampanthar, Francisco Garcia »  All the great Flickr users who shared Creative Commons photos! ACKNOWLEDGEMENTS

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