Citizen Centric Design

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This document discusses citizen-centric design in government services. It notes that effective citizen-centric design requires considering legislation/policy, technology/processes, experience, and citizens. It advocates applying human-centered design principles to understand citizens and identify archetypes across demographic groups. The document also presents a pyramid of user experience expectations with the foundational levels being functional, usable, comprehensible experiences and the higher levels providing delight and commitment through personalization. The overall message is that experience should be the product of government services and trust the currency.

Design

@nikofthehill
Nikhil J. Deshpande
Chief Digital Oﬃcer,
State of Georgia
@nikofthehill

@nikofthehill
Mission:
People centric services
Data driven decisions

@nikofthehill
Legislation &
Policy
Technology
& Processes Experience
Government People

@nikofthehill
Human-Centered Design
PeopleGovernment

@nikofthehill
Unconscious
Incompetence
Image Credit: UIE - Jared Spool
UIE Research - Stages of an Organization
Produces poor
quality outcomes
without realizing it

@nikofthehill
Unconscious
Incompetence
Conscious
Incompetence
Image Credit: UIE - Jared Spool
Produces poor
quality outcomes
without realizing it
Now aware/realize
their outcomes are
poor quality

@nikofthehill
Unconscious
Incompetence
Conscious
Incompetence
Conscious
Competence
Image Credit: UIE - Jared Spool
Produces poor
quality outcomes
without realizing it
Now aware/realize
their outcomes are
poor quality
Follows deﬁned
procedures to
produce good
quality outcomes

@nikofthehill
Unconscious
Incompetence
Conscious
Incompetence
Conscious
Competence
Unconscious
Competence
Image Credit: UIE - Jared Spool
Produces poor
quality outcomes
without realizing it
Now aware/realize
their outcomes are
poor quality
Follows deﬁned
procedures to
produce good
quality outcomes
Produces good
quality outcomes
without realizing it

@nikofthehill
Archetypes: Behavior patterns that cross demographic lines

@nikofthehill
Pyramid of
Experience Expectations

@nikofthehill
Functional
Security, Performance, Availability

@nikofthehill
Functional
Security, Performance, Availability
Usable
Accessibility, Fluency, Navigation

@nikofthehill
Functional
Security, Performance, Availability
Usable
Accessibility, Fluency, Navigation
Comprehensible
Plain language, Structure, SEO

@nikofthehill
Experience is our product;
Trust is our currency

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These are the supporting slides from my talk on the watch-outs and potential perils of using data for design. The talk was for Form, Function & Class 6 - an annual web design conference. This year's theme was the fight for good design - and the talks ranged from web animation, by Rachel Nabors to design systems, by James Cabrera and Brad Frost. I'm a research practitioner and analyst. So although it may seem weird to present about the perils of data, I also want the design community to understand that having a lot of data doesn't mean that you'll get a "good" design. Something that I feel is critical for us to reflect on, at a time when popular opinion praises "user-centricity" and big data. FFC is organized by the Philippine Web Designers Organization.

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Under what conditions can new technologies enhance the well-being of poor communities? The study designs an alternative evaluation framework (AEF) that applies Amartya Sen’s capability approach to the study of information and communications technologies (ICTs) in order to place people’s well-being, rather than technology, at the center of the study. The AEF develops an impact chain that examines the mechanisms by which access to, and meaningful use of, ICTs can enhance people’s “informational capabilities” and improve people’s human and social capabilities. This approach thus uses people’s individual and collective capabilities, rather than measures of access or use, as its principal evaluative space. Based on empirical evidence from indigenous communities’ use of new technologies in rural Bolivia, the study concludes that enhancing poor people’s informational capabilities is the most critical factor determining the impact of ICTs on their well-being. Improved informational capabilities, like literacy, do enhance the human capabilities of poor and marginalized peoples to make strategic life choices and achieve the lifestyle they value. Evaluating the impact of ICTs in terms of capabilities thus reveals no direct relationship between improved access to, and use of, ICTs and enhanced well-being; ICTs lead to improvements in people’s lives only when informational capabilities are transformed into expanded human and social capabilities in the economic, political, social, organizational, and cultural dimensions of their lives. The study concludes that intermediaries are bound to play a central, even fundamental, role in this process. They help poor communities to enact and appropriate ICTs to their local socio-cultural context so that their use becomes meaningful for people’s daily lives, enhances their informational capabilities, and ultimately improves their human and social capabilities.

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