Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Growing Government Design Capability - Code for America Summit 2014

2,516 views

Published on

Lessons in growing design capability in the public sector. Shared at the Code for America Summit on September 25th, 2014 in San Francisco

Published in: Design

Growing Government Design Capability - Code for America Summit 2014

  1. 1. GROWING GOVERNMENT DESIGN CAPABILITY Code for America Summit | September 25th, 2014 | San Francisco Jess McMullin | The Centre for Citizen Experience | @jessmcmullin | jess@ctzn.ca
  2. 2. UX SINCE 1996
  3. 3. 2003
  4. 4. 2009
  5. 5. A QUESTION
  6. 6. WHAT HAPPENS IF WE THINK ABOUT CITIZEN EXPERIENCE WITH THE SAME DESIGN TOOLS WE USE FOR CUSTOMER EXPERIENCE? WHERE WOULD THAT TAKE US?
  7. 7. I’M INCREDIBLY LUCKY TO WORK CLOSELY WITH THE CENTRAL SERVICE DESIGN TEAM INSIDE THE GOVERNMENT OF BRITISH COLUMBIA.
  8. 8. THE BC PUBLIC SERVICE IS DOING AMAZING, INNOVATIVE THINGS WITH DESIGN IN GOVERNMENT.
  9. 9. BC SERVICES CARD
  10. 10. FIELD RESEARCH
  11. 11. FINDING PATTERNS
  12. 12. CODESIGN WORKSHOPS
  13. 13. EXPLORE NEW SERVICE CONCEPTS
  14. 14. PROTOTYPE NEW SERVICE CONCEPTS
  15. 15. DOCUMENTING SERVICE CONCEPTS
  16. 16. DIGITAL SERVICES CONSULTATION
  17. 17. “ 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.” DIGITAL SERVICES CONSULTATION
  18. 18. NOW HUNDREDS OF THOUSANDS OF CITIZENS HAVE THE NEW CARD
  19. 19. AND NEW KINDS OF SERVICE INNOVATION ARE POSSIBLE.
  20. 20. THREE LESSONS
  21. 21. 1. BUILD FROM THE CORE 2. INVEST IN SKILLS 3. DESIGN BEYOND DIGITAL
  22. 22. BUILD FROM THE CORE START SMALL 1
  23. 23. SMALL TEAM
  24. 24. WITH PARTNERS (INSIDE AND OUTSIDE THE ORG)
  25. 25. EXECUTIVE MANDATE
  26. 26. CITIZENS @ THE CENTRE
  27. 27. BUILD ON SMALL SUCCESSES
  28. 28. STEPPING STONES Photo: CC: BY Pauli Carmody https://www.flickr.com/photos/-macjasp/14100376082
  29. 29. BUILD FROM THE CORE 1 » Small Team+Partners » Executive Mandate » Start Small and Build on Successes
  30. 30. INVEST IN SKILLS FOR THE REST OF THE ORGANIZATION 2
  31. 31. RESOURCES
  32. 32. A UX LIBRARY FOR ALL DEPARTMENTS
  33. 33. BC UX TOOLBOX
  34. 34. PROVIDE DIRECTION
  35. 35. BC DIGITAL SERVICES STRATEGY @admaclennan
  36. 36. TRAINING
  37. 37. PROJECTS
  38. 38. » Resources » Provide Direction » Training » Projects 2INVEST IN SKILLS
  39. 39. DESIGN BEYOND DIGI3TAL FROM PIXELS TO POLICY
  40. 40. There’s more to government innovation than digital.
  41. 41. THE HEART OF PUBLIC INNOVATION: TRANSLATE CITIZEN NEEDS INTO GOVERNMENT CAPABILITIES.
  42. 42. THE SERVICE ARCHITECTURE FRAMEWORK
  43. 43. ALEX MACLENNAN (LAST 2 YEARS)
  44. 44. 5 LAYERS
  45. 45. Service Architecture Framework (Early Draft)
  46. 46. USE DIGITAL AS AN ON-RAMP
  47. 47. SOME EXAMPLES » Domestic Violence Policy » Landlord / Tenant Disputes » Business Case for Common Payment
  48. 48. » Service Architecture » From Experience to Interface to Operations & Infrastructure to Policy & Legislation » Use Digital as On-Ramp 3 DESIGN BEYOND DIGITAL
  49. 49. 1. BUILD FROM THE CORE 2. INVEST IN SKILLS 3. DESIGN BEYOND DIGITAL
  50. 50. TRANSFORM THE CITIZEN EXPERIENCE
  51. 51. THANK YOU!
  52. 52. Jess McMullin Centre for Citizen Experience jess AT ctzn DOT ca www.citizenexperience.org twitter.com/jessmcmullin
  53. 53. 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

×