SlideShare a Scribd company logo
FROM USER EXPERIENCE
TO CITIZEN EXPERIENCE
Jess McMullin | Situ Strategy| @jessmcmullin | jess (at) situ (dot) org
Urban+Digital Toronto | June 25, 2015 | Toronto
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 THATTAKE US?
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
INTEGRATES AND BRIDGES POLICY& DELIVERY,
CLOSING THE GAP BETWEEN INTENT& IMPLEMENTATION.
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 digital service
does not equal efficiency.!
!
Understanding and delivering value to
the public is where we must begin.”
DIGITALSERVICES CONSULTATION
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 as On-Ramp
3DESIGN BEYOND 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, 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

More Related Content

What's hot

Six Influence Flows – a new PR model?
Six Influence Flows – a new PR model?Six Influence Flows – a new PR model?
Six Influence Flows – a new PR model?
Philip Sheldrake
 

What's hot (20)

Conquering Complexity: Mindset & Tools for Growing Public Design Capability &...
Conquering Complexity: Mindset & Tools for Growing Public Design Capability &...Conquering Complexity: Mindset & Tools for Growing Public Design Capability &...
Conquering Complexity: Mindset & Tools for Growing Public Design Capability &...
 
Growing Government Design Capability - Code for America Summit 2014
Growing Government Design Capability - Code for America Summit 2014Growing Government Design Capability - Code for America Summit 2014
Growing Government Design Capability - Code for America Summit 2014
 
Service Transformation and Service Design
Service Transformation and Service DesignService Transformation and Service Design
Service Transformation and Service Design
 
Closing the Policy/Delivery Gap (with Design)
Closing the Policy/Delivery Gap (with Design)Closing the Policy/Delivery Gap (with Design)
Closing the Policy/Delivery Gap (with Design)
 
The Meaning of the Platform Organization
The Meaning of the Platform OrganizationThe Meaning of the Platform Organization
The Meaning of the Platform Organization
 
Designing the city as interface & the interface to the city
Designing the city as interface & the interface to the cityDesigning the city as interface & the interface to the city
Designing the city as interface & the interface to the city
 
Future Proof Design and the Platform Design Canvas
Future Proof Design and the Platform Design CanvasFuture Proof Design and the Platform Design Canvas
Future Proof Design and the Platform Design Canvas
 
Six Influence Flows – a new PR model?
Six Influence Flows – a new PR model?Six Influence Flows – a new PR model?
Six Influence Flows – a new PR model?
 
Social & Learning Implications
Social & Learning ImplicationsSocial & Learning Implications
Social & Learning Implications
 
The Critical Career Path Conversation
The Critical Career Path ConversationThe Critical Career Path Conversation
The Critical Career Path Conversation
 
DN18 | A Case for Data Dignity |Jennifer Lyn Morone | TheDataUnion.us
DN18 | A Case for Data Dignity |Jennifer Lyn Morone | TheDataUnion.usDN18 | A Case for Data Dignity |Jennifer Lyn Morone | TheDataUnion.us
DN18 | A Case for Data Dignity |Jennifer Lyn Morone | TheDataUnion.us
 
(Un)Civic Tech?- Tiago Peixoto (World Bank)
(Un)Civic Tech?- Tiago Peixoto (World Bank)(Un)Civic Tech?- Tiago Peixoto (World Bank)
(Un)Civic Tech?- Tiago Peixoto (World Bank)
 
Allumni bijeenkomst mba
Allumni bijeenkomst mbaAllumni bijeenkomst mba
Allumni bijeenkomst mba
 
The InterConnected Individual: Seizing Opportunity in the Era of A.I., Platfo...
The InterConnected Individual: Seizing Opportunity in the Era of A.I., Platfo...The InterConnected Individual: Seizing Opportunity in the Era of A.I., Platfo...
The InterConnected Individual: Seizing Opportunity in the Era of A.I., Platfo...
 
When we are - How Digital Market changes as Society does
When we are - How Digital Market changes as Society doesWhen we are - How Digital Market changes as Society does
When we are - How Digital Market changes as Society does
 
Ana Serrano (CFC): What Should Matter to VR Part 2
Ana Serrano (CFC): What Should Matter to VR Part 2Ana Serrano (CFC): What Should Matter to VR Part 2
Ana Serrano (CFC): What Should Matter to VR Part 2
 
Ushahidi Research Seminar 11.11.11
Ushahidi Research Seminar 11.11.11Ushahidi Research Seminar 11.11.11
Ushahidi Research Seminar 11.11.11
 
Netwerkevent 2010
Netwerkevent 2010Netwerkevent 2010
Netwerkevent 2010
 
Designing for digital democracy - Amelia Loye (engage2)
Designing for digital democracy - Amelia Loye (engage2)Designing for digital democracy - Amelia Loye (engage2)
Designing for digital democracy - Amelia Loye (engage2)
 
DNX GLOBAL Talk ★ Noel Tock - One hell of a ride: Adventures in Social Entrep...
DNX GLOBAL Talk ★ Noel Tock - One hell of a ride: Adventures in Social Entrep...DNX GLOBAL Talk ★ Noel Tock - One hell of a ride: Adventures in Social Entrep...
DNX GLOBAL Talk ★ Noel Tock - One hell of a ride: Adventures in Social Entrep...
 

Similar to From User Experience to Citizen Experience

Finding, Training and Retaining Future Government Leaders
Finding, Training and Retaining Future Government LeadersFinding, Training and Retaining Future Government Leaders
Finding, Training and Retaining Future Government Leaders
GovLoop
 
Mt114 digital transformation
Mt114 digital transformationMt114 digital transformation
Mt114 digital transformation
Lee Schlenker
 
Newcastle digital transformation
Newcastle digital transformationNewcastle digital transformation
Newcastle digital transformation
Lee Schlenker
 

Similar to From User Experience to Citizen Experience (20)

Citizen Experience Design, UX Lisbon
Citizen Experience Design, UX LisbonCitizen Experience Design, UX Lisbon
Citizen Experience Design, UX Lisbon
 
Designing With and For People- Jess McMullin
Designing With and For People- Jess McMullinDesigning With and For People- Jess McMullin
Designing With and For People- Jess McMullin
 
2020 technology-landscape
2020 technology-landscape2020 technology-landscape
2020 technology-landscape
 
"Interdisciplinary Work - How to Create Speedboats"
"Interdisciplinary Work - How to Create Speedboats""Interdisciplinary Work - How to Create Speedboats"
"Interdisciplinary Work - How to Create Speedboats"
 
How Digital Economic Development Enables Communities to Expand Their Impact, ...
How Digital Economic Development Enables Communities to Expand Their Impact, ...How Digital Economic Development Enables Communities to Expand Their Impact, ...
How Digital Economic Development Enables Communities to Expand Their Impact, ...
 
Exo futures abundant exponentiality
Exo futures   abundant exponentialityExo futures   abundant exponentiality
Exo futures abundant exponentiality
 
Finding, Training and Retaining Future Government Leaders
Finding, Training and Retaining Future Government LeadersFinding, Training and Retaining Future Government Leaders
Finding, Training and Retaining Future Government Leaders
 
eyefortransport 17th Annual Logistics CIO Forum - Opening address
eyefortransport 17th Annual Logistics CIO Forum - Opening addresseyefortransport 17th Annual Logistics CIO Forum - Opening address
eyefortransport 17th Annual Logistics CIO Forum - Opening address
 
Alfresco Day BeNelux: Digital Transformation - It's All About Flow
Alfresco Day BeNelux: Digital Transformation - It's All About FlowAlfresco Day BeNelux: Digital Transformation - It's All About Flow
Alfresco Day BeNelux: Digital Transformation - It's All About Flow
 
Building digital capability for new digital leadership, pedagogy and efficiency
Building digital capability for new digital leadership, pedagogy and efficiency Building digital capability for new digital leadership, pedagogy and efficiency
Building digital capability for new digital leadership, pedagogy and efficiency
 
Mt114 digital transformation
Mt114 digital transformationMt114 digital transformation
Mt114 digital transformation
 
Whitepaper SXSW 2018 - English version
Whitepaper  SXSW 2018 - English versionWhitepaper  SXSW 2018 - English version
Whitepaper SXSW 2018 - English version
 
Economic Development 2.0 (With Broadband)
Economic Development 2.0 (With Broadband)Economic Development 2.0 (With Broadband)
Economic Development 2.0 (With Broadband)
 
Alfresco Day Vienna 2016: How to Achieve Digital Flow in the Enterprise - Joh...
Alfresco Day Vienna 2016: How to Achieve Digital Flow in the Enterprise - Joh...Alfresco Day Vienna 2016: How to Achieve Digital Flow in the Enterprise - Joh...
Alfresco Day Vienna 2016: How to Achieve Digital Flow in the Enterprise - Joh...
 
The Busisness Case for Digital Workplace Projects
The Busisness Case for Digital Workplace ProjectsThe Busisness Case for Digital Workplace Projects
The Busisness Case for Digital Workplace Projects
 
Newcastle digital transformation
Newcastle digital transformationNewcastle digital transformation
Newcastle digital transformation
 
Civic Tech in Calgary
Civic Tech in CalgaryCivic Tech in Calgary
Civic Tech in Calgary
 
Digital Leaders Bootcamp Session 1
Digital Leaders Bootcamp Session 1Digital Leaders Bootcamp Session 1
Digital Leaders Bootcamp Session 1
 
How digital media is revolutionizing citizen engagement
How digital media is revolutionizing citizen engagementHow digital media is revolutionizing citizen engagement
How digital media is revolutionizing citizen engagement
 
PwC - The most estraordinary technology for all
PwC - The most estraordinary technology for all PwC - The most estraordinary technology for all
PwC - The most estraordinary technology for all
 

More from Jess McMullin

Business Origami - UX Week 2011 Workshop
Business Origami - UX Week 2011 WorkshopBusiness Origami - UX Week 2011 Workshop
Business Origami - UX Week 2011 Workshop
Jess McMullin
 
Business Of Experience - CanUX
Business Of Experience - CanUXBusiness Of Experience - CanUX
Business Of Experience - CanUX
Jess McMullin
 

More from Jess McMullin (17)

The Situ Service Architecture Framework
The Situ Service Architecture FrameworkThe Situ Service Architecture Framework
The Situ Service Architecture Framework
 
Design To Make a Difference: Beyond UX Unicorns to the 5 Layers of Service Ar...
Design To Make a Difference: Beyond UX Unicorns to the 5 Layers of Service Ar...Design To Make a Difference: Beyond UX Unicorns to the 5 Layers of Service Ar...
Design To Make a Difference: Beyond UX Unicorns to the 5 Layers of Service Ar...
 
Getting into User Experience Design
Getting into User Experience DesignGetting into User Experience Design
Getting into User Experience Design
 
Reinventing Government
Reinventing GovernmentReinventing Government
Reinventing Government
 
Business Origami - UX Week 2011 Workshop
Business Origami - UX Week 2011 WorkshopBusiness Origami - UX Week 2011 Workshop
Business Origami - UX Week 2011 Workshop
 
Putting the Citizen Back Into Citizen-Centric
Putting the Citizen Back Into Citizen-CentricPutting the Citizen Back Into Citizen-Centric
Putting the Citizen Back Into Citizen-Centric
 
Service Design and the Public Sector Web
Service Design and the Public Sector WebService Design and the Public Sector Web
Service Design and the Public Sector Web
 
Business Origami - paper prototyping for systems and service design
Business Origami - paper prototyping for systems and service designBusiness Origami - paper prototyping for systems and service design
Business Origami - paper prototyping for systems and service design
 
Thinking Like a CEO
Thinking Like a CEOThinking Like a CEO
Thinking Like a CEO
 
Leaving Flatland: Cross-Channel Customer Experience Design
Leaving Flatland: Cross-Channel Customer Experience DesignLeaving Flatland: Cross-Channel Customer Experience Design
Leaving Flatland: Cross-Channel Customer Experience Design
 
Designing Influence In Organizations
Designing Influence In OrganizationsDesigning Influence In Organizations
Designing Influence In Organizations
 
Designing Influence - Drupal Camp Alberta
Designing Influence - Drupal Camp AlbertaDesigning Influence - Drupal Camp Alberta
Designing Influence - Drupal Camp Alberta
 
DocTrain West - Business of Experience
DocTrain West - Business of ExperienceDocTrain West - Business of Experience
DocTrain West - Business of Experience
 
Three Secrets of Successful User Experience Design
Three Secrets of Successful User Experience DesignThree Secrets of Successful User Experience Design
Three Secrets of Successful User Experience Design
 
Business Of Experience - CanUX
Business Of Experience - CanUXBusiness Of Experience - CanUX
Business Of Experience - CanUX
 
Business Of Experience Italia
Business Of Experience ItaliaBusiness Of Experience Italia
Business Of Experience Italia
 
Touchstones v. 3 - DE IA
Touchstones v. 3 - DE IATouchstones v. 3 - DE IA
Touchstones v. 3 - DE IA
 

Recently uploaded

Heuristic Evaluation of System & Application
Heuristic Evaluation of System & ApplicationHeuristic Evaluation of System & Application
Heuristic Evaluation of System & Application
Jaime Brown
 
National-Learning-Camp 2024 deped....pptx
National-Learning-Camp 2024 deped....pptxNational-Learning-Camp 2024 deped....pptx
National-Learning-Camp 2024 deped....pptx
AlecAnidul
 
Research about Venice ppt for grade 6f anas
Research about Venice ppt for grade 6f anasResearch about Venice ppt for grade 6f anas
Research about Venice ppt for grade 6f anas
anasabutalha2013
 

Recently uploaded (16)

Art Nouveau Movement Presentation for Art History.
Art Nouveau Movement Presentation for Art History.Art Nouveau Movement Presentation for Art History.
Art Nouveau Movement Presentation for Art History.
 
Claire's designing portfolio presentation
Claire's designing portfolio presentationClaire's designing portfolio presentation
Claire's designing portfolio presentation
 
Heidi Livengood's Professional CADD Portfolio
Heidi Livengood's Professional CADD PortfolioHeidi Livengood's Professional CADD Portfolio
Heidi Livengood's Professional CADD Portfolio
 
FW25-26 Fashion Key Items Trend Book Peclers Paris
FW25-26 Fashion Key Items Trend Book Peclers ParisFW25-26 Fashion Key Items Trend Book Peclers Paris
FW25-26 Fashion Key Items Trend Book Peclers Paris
 
BIT- Pinal .H. Prajapati Graphic Designer
BIT- Pinal .H. Prajapati  Graphic DesignerBIT- Pinal .H. Prajapati  Graphic Designer
BIT- Pinal .H. Prajapati Graphic Designer
 
Redefining Globalization, urbanisation and Localisation
Redefining Globalization, urbanisation and LocalisationRedefining Globalization, urbanisation and Localisation
Redefining Globalization, urbanisation and Localisation
 
Pitch Presentation for Service Design in Technology
Pitch Presentation for Service Design in TechnologyPitch Presentation for Service Design in Technology
Pitch Presentation for Service Design in Technology
 
The Design Code Google Developer Student Club.pptx
The Design Code Google Developer Student Club.pptxThe Design Code Google Developer Student Club.pptx
The Design Code Google Developer Student Club.pptx
 
Heuristic Evaluation of System & Application
Heuristic Evaluation of System & ApplicationHeuristic Evaluation of System & Application
Heuristic Evaluation of System & Application
 
Extended Reality(XR) Development in immersive design
Extended Reality(XR) Development in immersive designExtended Reality(XR) Development in immersive design
Extended Reality(XR) Development in immersive design
 
Dos And Dont's Of Logo Design For 2024..
Dos And Dont's Of Logo Design For 2024..Dos And Dont's Of Logo Design For 2024..
Dos And Dont's Of Logo Design For 2024..
 
Design lessons from Singapore | Volume 3
Design lessons from Singapore | Volume 3Design lessons from Singapore | Volume 3
Design lessons from Singapore | Volume 3
 
National-Learning-Camp 2024 deped....pptx
National-Learning-Camp 2024 deped....pptxNational-Learning-Camp 2024 deped....pptx
National-Learning-Camp 2024 deped....pptx
 
Research about Venice ppt for grade 6f anas
Research about Venice ppt for grade 6f anasResearch about Venice ppt for grade 6f anas
Research about Venice ppt for grade 6f anas
 
Spring 2024 wkrm_Enhancing Campus Mobility.pdf
Spring 2024 wkrm_Enhancing Campus Mobility.pdfSpring 2024 wkrm_Enhancing Campus Mobility.pdf
Spring 2024 wkrm_Enhancing Campus Mobility.pdf
 
Common Designing Mistakes and How to avoid them
Common Designing Mistakes and How to avoid themCommon Designing Mistakes and How to avoid them
Common Designing Mistakes and How to avoid them
 

From User Experience to Citizen Experience