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FROM USER EXPERIENCE
TO CITIZEN EXPERIENCE
Jess McMullin | Situ Strategy| @jessmcmullin | jess (at) situ (dot) org
Urban+D...
UX SINCE 1996
DESIGN
HUMAN-CENTRED
2015
HUMAN-CENTRED
MANAGEMENT
2003
2009
A QUESTION
WHAT HAPPENS IF WETHINK ABOUTCITIZEN
EXPERIENCE WITH THE SAME DESIGN TOOLS
WE USE FOR CUSTOMER EXPERIENCE?
WHERE WOULD THA...
HOW?
CUSTOMER EXPERIENCETRANSFORMATIONhttp://www.flickr.com/photos/mr_t_in_dc/2415124094
APPLE
PEOPLE ZOOM
EXPERIENCE
CUSTOMER
EXPERIENCE
CITIZEN
THE CITIZEN
EXPERIENCE IS A LOT
OF DIFFERENTTHINGS
THE CITIZEN EXPERIENCE BELLCURVE
POLITICS & VOTINGhttp://www.flickr.com/photos/financialaidpodcast/3002765922
COMMUNITY& CIVIC INVOLVEMENThttp://www.flickr.com/photos/jypsygen/2367693922
PROGRAMS & SERVICES & ENVIRONMENTS
DEMAND FROM SYSTEM SHORTCOMINGShttp://www.flickr.com/photos/cloneofsnake/2825436246
CIVIC ACTIONhttp://www.flickr.com/photos/brecav/6182719980
PONDER ON YOUR OWN
CITIZEN EXPERIENCE
FOR A MOMENT…
WHERE IS YOUR ‘I GOVT’ T-SHIRT?http://www.flickr.com/photos/omaromar/4961643547
SO HOW DO WE CHANGE
THE CITIZEN EXPERIENCE?
EXPERIENCE
DESIGN
CUSTOMERCITIZEN
SEE
#CIVICDESIGN
#PSILABS
#DESIGN4POLICY
#SERVICEDESIGN
#DESIGNTHINKING
WHATIS DESIGN?
STYLE
FUNCTION
PROBLEM SOLVINGhttp://www.flickr.com/photos/akc77/4114250064
PROBLEM SOLVINGhttp://www.flickr.com/photos/14636434@N02
FRAMING – REDEFINING THE PROBLEM
FRAMING-REDEFINING THE PROBLEM
FRAMINGhttp://www.programs.alberta.ca/Contacts/Map.aspx?id=3277
REFRAMING OFTEN MEANS POLICYCHANGE
CALIFORNIA STATE READYRETURN
POLICYIS THE DECISION DNA OF ORGShttp://www.flickr.com/photos/wheatfields/2073336603
CITIZEN EXPERIENCE DESIGN
IMPROVES BOTH SERVICE DELIVERY& POLICYMAKING
ATIT’S BEST, CITIZEN EXPERIENCE DESIGN ACTUALLY
INT...
SOME EXAMPLES
I’M INCREDIBLYLUCKYTO WORK CLOSELY
WITH THE CENTRALSERVICE DESIGN TEAM
INSIDE THE GOVERNMENTOF BRITISH
COLUMBIA.
THE BC PUBLIC SERVICE IS DOING AMAZING,
INNOVATIVETHINGS WITH DESIGN IN
GOVERNMENT.
BC SERVICES CARD
FIELD RESEARCH
FINDING PATTERNS
CODESIGN WORKSHOPS
EXPLORE NEW SERVICE CONCEPTS
PROTOTYPE NEW SERVICE CONCEPTS
DOCUMENTING SERVICE CONCEPTS
DIGITALSERVICES CONSULTATION
“ That means government must
carefully consider how to design
services that truly add value for
people...Simply having a d...
NOW HUNDREDS OF
THOUSANDS OF CITIZENS
HAVETHE NEW CARD
AND NEW KINDS OF
SERVICE INNOVATION ARE
POSSIBLE.
ZAPOPAN
MEETRODRIGO HERRERA
THERE WEREJUSTFOUR OFFICES FOR 2M
THREE
LESSONS
1. BUILD FROM THE CORE
2. INVESTIN SKILLS
3. DESIGN BEYOND DIGITAL
BUILD FROM THE CORE
STARTSMALL
SMALLTEAM
WITH PARTNERS (INSIDE AND OUTSIDETHE ORG)
EXECUTIVE MANDATE
CITIZENS @ THE CENTRE
BUILD ON SMALLSUCCESSES
STEPPING STONESPhoto: CC: BY Pauli Carmody
https://www.flickr.com/photos/-macjasp/14100376082
» Small Team+Partners
» Executive Mandate
» Start Small and Build on
Successes
BUILD FROM THE CORE
1
INVESTIN SKILLS
FOR THE REST OF THE ORGANIZATION
RESOURCES
A UX LIBRARYFOR ALLDEPARTMENTS
BC UX TOOLBOX
BC SERVICE DESIGN PLAYBOOK, END OF 2014
PROVIDE DIRECTION
BC DIGITALSERVICES STRATEGY
@admaclennan
TRAINING
PROJECTS
» Resources
» Provide Direction
» Training
» Projects
2INVESTIN SKILLS
DESIGN BEYOND DIGITAL
3FROM PIXELS TO POLICY
There’s more to government innovation than digital.
THE HEARTOF PUBLIC INNOVATION:
TRANSLATE CITIZEN NEEDS
INTO GOVERNMENT
CAPABILITIES.
THE SERVICE ARCHITECTURE FRAMEWORK
ALEX MACLENNAN (LAST2 YEARS)
5 LAYERS
Service Architecture Framework (Early Draft)
The Service
Architecture
Framework
USE DIGITALAS AN ON-RAMP
SOME EXAMPLES
» Domestic Violence Policy
» Landlord / Tenant Disputes
» Business Case for Common Payment
DIGITALIS A
TROJAN
HORSE
» Service Architecture
» From Experience to
Interface to Operations
& Infrastructure to
Policy & Legislation
» Use Digital...
1. BUILD FROM THE CORE
2. INVESTIN SKILLS
3. DESIGN BEYOND DIGITAL
TRANSFORM
THE CITIZEN EXPERIENCE
THANK YOU!
Jess McMullin
Situ Strategy
jess (at) situ (dot) org
citizenexperience.org | situ.org
twitter.com/jessmcmullin
Many thanks to the following great folks who
helped make this talk better
»  Alex MacLennan, Blair Neufeld, Dominique Bohn...
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
From User Experience to Citizen Experience
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From User Experience to Citizen Experience

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From User Experience to Citizen Experience

  1. 1. FROM USER EXPERIENCE TO CITIZEN EXPERIENCE Jess McMullin | Situ Strategy| @jessmcmullin | jess (at) situ (dot) org Urban+Digital Toronto | June 25, 2015 | Toronto
  2. 2. UX SINCE 1996
  3. 3. DESIGN HUMAN-CENTRED
  4. 4. 2015
  5. 5. HUMAN-CENTRED MANAGEMENT
  6. 6. 2003
  7. 7. 2009
  8. 8. A QUESTION
  9. 9. WHAT HAPPENS IF WETHINK ABOUTCITIZEN EXPERIENCE WITH THE SAME DESIGN TOOLS WE USE FOR CUSTOMER EXPERIENCE? WHERE WOULD THATTAKE US?
  10. 10. HOW?
  11. 11. CUSTOMER EXPERIENCETRANSFORMATIONhttp://www.flickr.com/photos/mr_t_in_dc/2415124094
  12. 12. APPLE
  13. 13. PEOPLE ZOOM
  14. 14. EXPERIENCE CUSTOMER
  15. 15. EXPERIENCE CITIZEN
  16. 16. THE CITIZEN EXPERIENCE IS A LOT OF DIFFERENTTHINGS
  17. 17. THE CITIZEN EXPERIENCE BELLCURVE
  18. 18. POLITICS & VOTINGhttp://www.flickr.com/photos/financialaidpodcast/3002765922
  19. 19. COMMUNITY& CIVIC INVOLVEMENThttp://www.flickr.com/photos/jypsygen/2367693922
  20. 20. PROGRAMS & SERVICES & ENVIRONMENTS
  21. 21. DEMAND FROM SYSTEM SHORTCOMINGShttp://www.flickr.com/photos/cloneofsnake/2825436246
  22. 22. CIVIC ACTIONhttp://www.flickr.com/photos/brecav/6182719980
  23. 23. PONDER ON YOUR OWN CITIZEN EXPERIENCE FOR A MOMENT…
  24. 24. WHERE IS YOUR ‘I GOVT’ T-SHIRT?http://www.flickr.com/photos/omaromar/4961643547
  25. 25. SO HOW DO WE CHANGE THE CITIZEN EXPERIENCE?
  26. 26. EXPERIENCE DESIGN CUSTOMERCITIZEN
  27. 27. SEE #CIVICDESIGN #PSILABS #DESIGN4POLICY #SERVICEDESIGN #DESIGNTHINKING
  28. 28. WHATIS DESIGN?
  29. 29. STYLE
  30. 30. FUNCTION
  31. 31. PROBLEM SOLVINGhttp://www.flickr.com/photos/akc77/4114250064
  32. 32. PROBLEM SOLVINGhttp://www.flickr.com/photos/14636434@N02
  33. 33. FRAMING – REDEFINING THE PROBLEM
  34. 34. FRAMING-REDEFINING THE PROBLEM
  35. 35. FRAMINGhttp://www.programs.alberta.ca/Contacts/Map.aspx?id=3277
  36. 36. REFRAMING OFTEN MEANS POLICYCHANGE
  37. 37. CALIFORNIA STATE READYRETURN
  38. 38. POLICYIS THE DECISION DNA OF ORGShttp://www.flickr.com/photos/wheatfields/2073336603
  39. 39. CITIZEN EXPERIENCE DESIGN IMPROVES BOTH SERVICE DELIVERY& POLICYMAKING ATIT’S BEST, CITIZEN EXPERIENCE DESIGN ACTUALLY INTEGRATES AND BRIDGES POLICY& DELIVERY, CLOSING THE GAP BETWEEN INTENT& IMPLEMENTATION.
  40. 40. SOME EXAMPLES
  41. 41. I’M INCREDIBLYLUCKYTO WORK CLOSELY WITH THE CENTRALSERVICE DESIGN TEAM INSIDE THE GOVERNMENTOF BRITISH COLUMBIA.
  42. 42. THE BC PUBLIC SERVICE IS DOING AMAZING, INNOVATIVETHINGS WITH DESIGN IN GOVERNMENT.
  43. 43. BC SERVICES CARD
  44. 44. FIELD RESEARCH
  45. 45. FINDING PATTERNS
  46. 46. CODESIGN WORKSHOPS
  47. 47. EXPLORE NEW SERVICE CONCEPTS
  48. 48. PROTOTYPE NEW SERVICE CONCEPTS
  49. 49. DOCUMENTING SERVICE CONCEPTS
  50. 50. DIGITALSERVICES CONSULTATION
  51. 51. “ 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
  52. 52. NOW HUNDREDS OF THOUSANDS OF CITIZENS HAVETHE NEW CARD
  53. 53. AND NEW KINDS OF SERVICE INNOVATION ARE POSSIBLE.
  54. 54. ZAPOPAN
  55. 55. MEETRODRIGO HERRERA
  56. 56. THERE WEREJUSTFOUR OFFICES FOR 2M
  57. 57. THREE LESSONS
  58. 58. 1. BUILD FROM THE CORE 2. INVESTIN SKILLS 3. DESIGN BEYOND DIGITAL
  59. 59. BUILD FROM THE CORE STARTSMALL
  60. 60. SMALLTEAM
  61. 61. WITH PARTNERS (INSIDE AND OUTSIDETHE ORG)
  62. 62. EXECUTIVE MANDATE
  63. 63. CITIZENS @ THE CENTRE
  64. 64. BUILD ON SMALLSUCCESSES
  65. 65. STEPPING STONESPhoto: CC: BY Pauli Carmody https://www.flickr.com/photos/-macjasp/14100376082
  66. 66. » Small Team+Partners » Executive Mandate » Start Small and Build on Successes BUILD FROM THE CORE 1
  67. 67. INVESTIN SKILLS FOR THE REST OF THE ORGANIZATION
  68. 68. RESOURCES
  69. 69. A UX LIBRARYFOR ALLDEPARTMENTS
  70. 70. BC UX TOOLBOX
  71. 71. BC SERVICE DESIGN PLAYBOOK, END OF 2014
  72. 72. PROVIDE DIRECTION
  73. 73. BC DIGITALSERVICES STRATEGY @admaclennan
  74. 74. TRAINING
  75. 75. PROJECTS
  76. 76. » Resources » Provide Direction » Training » Projects 2INVESTIN SKILLS
  77. 77. DESIGN BEYOND DIGITAL 3FROM PIXELS TO POLICY
  78. 78. There’s more to government innovation than digital.
  79. 79. THE HEARTOF PUBLIC INNOVATION: TRANSLATE CITIZEN NEEDS INTO GOVERNMENT CAPABILITIES.
  80. 80. THE SERVICE ARCHITECTURE FRAMEWORK
  81. 81. ALEX MACLENNAN (LAST2 YEARS)
  82. 82. 5 LAYERS
  83. 83. Service Architecture Framework (Early Draft)
  84. 84. The Service Architecture Framework
  85. 85. USE DIGITALAS AN ON-RAMP
  86. 86. SOME EXAMPLES » Domestic Violence Policy » Landlord / Tenant Disputes » Business Case for Common Payment
  87. 87. DIGITALIS A TROJAN HORSE
  88. 88. » Service Architecture » From Experience to Interface to Operations & Infrastructure to Policy & Legislation » Use Digital as On-Ramp 3DESIGN BEYOND DIGITAL
  89. 89. 1. BUILD FROM THE CORE 2. INVESTIN SKILLS 3. DESIGN BEYOND DIGITAL
  90. 90. TRANSFORM THE CITIZEN EXPERIENCE
  91. 91. THANK YOU!
  92. 92. Jess McMullin Situ Strategy jess (at) situ (dot) org citizenexperience.org | situ.org twitter.com/jessmcmullin
  93. 93. Many thanks to the following great folks who helped make this talk better »  Alex MacLennan, Blair Neufeld, Dominique Bohn, Ashley Johnston, Rommel Agbay, Savannah Murphy, David Hume and all the BC team. »  Lou Rosenfeld and my fellow Rosenfeld Media Experts. »  Laura Wesley, Blaise Hébert, Sage Cram,Tanya Snook, Cornelius Rachieru and the rest of the Ottawa crew. Long live #gcdesign »  All the great Flickr users who shared Creative Commons photos! »  Cyd Harrell, Dana Chisnell,Whitney Quesenberry, Dan Willis and all the other citizen experience pioneers. Keep up the fight! ACKNOWLEDGEMENTS

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