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Alberta Municipal Web Group
Service Design and the Public SectorWeb
Friday, October 22, 2010
Jess McMullin
CENTRE FOR CITIZEN EXPERIENCE
jess AT ctzn.ca | 780.709.9396 | citizenexperience.com
CENTRE FOR CITIZEN EXPERIENCE
THANKS
FOR YOUR TIMETODAY
http://www.flickr.com/photos/-imax-/4759877703
A little bit about the
Centre
CENTRE FOR CITIZEN EXPERIENCE
ATALE OF ELEVATOR FAILURE...
http://www.flickr.com/photos/tatejohnson/
CENTRE FOR CITIZEN EXPERIENCE
NO ONE WANTS A 1/4”
DRILLBIT. NO ONE EVEN
WANT A 1/4” HOLE....
http://www.flickr.com/photos/dinnerwithkev
CENTRE FOR CITIZEN EXPERIENCE
THEYJUSTWANTTO
HANG A PICTURE.
http://www.flickr.com/photos/michale/80671218
CENTRE FOR CITIZEN EXPERIENCE
THE WEB ISJUSTA
BIG DRILLBIT...NO ONE
WANTS ITFOR ITSELF.
CENTRE FOR CITIZEN EXPERIENCE
GOVT. WEB =
PROGRAMS &
SERVICES
http://www.flickr.com/photos/rideact/4596839593
CENTRE FOR CITIZEN EXPERIENCE
BUT PROGRAMS &
SERVICES DON’TSTOP
ATTHE WEB.
http://www.flickr.com/photos/rideact/4596839593
CENTRE FOR CITIZEN EXPERIENCE
HOW DO WE SUPPORT
CITIZENS EVERYWHEREhttp://www.flickr.com/photos/tanj/360027659
CENTRE FOR CITIZEN EXPERIENCE
ON RAMPS AND
OFF RAMPS FROM THE
WEB TO THE REST
http://www.flickr.com/photos/beglen
CENTRE FOR CITIZEN EXPERIENCE
ON RAMPS AND
OFF RAMPS FROM THE
WEB TO THE REST
http://www.flickr.com/photos/urbanophile
CENTRE FOR CITIZEN EXPERIENCE
SERVICE
DESIGN
CENTRE FOR CITIZEN EXPERIENCE
CONCEPTS
TOOLS & OUTPUTS
GETTING STARTED
CENTRE FOR CITIZEN EXPERIENCE
CONCEPTS
CENTRE FOR CITIZEN EXPERIENCE
SO WHATIS A SERVICE?
http://www.flickr.com/photos/childofwar
CENTRE FOR CITIZEN EXPERIENCE
CITIZENS
http://www.flickr.com/photos/procsilas
CENTRE FOR CITIZEN EXPERIENCE
INTERACTIONS
http://www.flickr.com/photos/dm-set
CENTRE FOR CITIZEN EXPERIENCE
DEFINING MOMENTS
http://www.flickr.com/photos/adrianclarkmbbs
CENTRE FOR CITIZEN EXPERIENCE
CHANNELS
http://www.flickr.com/photos/eridius/
CENTRE FOR CITIZEN EXPERIENCE
TOUCHPOINTS
www.flickr.com/photos/epsos
CENTRE FOR CITIZEN EXPERIENCE
FRONTSTAGE
http://www.flickr.com/photos/49676009@N06
CENTRE FOR CITIZEN EXPERIENCEhttp://www.flickr.com/photos/arbron
CENTRE FOR CITIZEN EXPERIENCE
BACKSTAGE
http://www.flickr.com/photos/uglynoid
CENTRE FOR CITIZEN EXPERIENCE
SUPPORT
http://www.flickr.com/photos/rene-germany
CENTRE FOR CITIZEN EXPERIENCE
EVIDENCE
http://www.flickr.com/photos/uberculture
CENTRE FOR CITIZEN EXPERIENCE
TOOLS
CENTRE FOR CITIZEN EXPERIENCE
ETHNOGRAPHY
http://www.flickr.com/photos/eyeliam
CENTRE FOR CITIZEN EXPERIENCE
DIARY
STUDY
http://www.flickr.com/photos/paalia
CENTRE FOR CITIZEN EXPERIENCE
PERSONAS
CENTRE FOR CITIZEN EXPERIENCE
CUSTOMERJOURNEY
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
MAYA DESIGN
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
BUSINESS ORIGAMI
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
SERVICE INVENTORY
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
SERVICE BLUEPRINT
MJ Bitner, 2007, Service Blueprinting: A Practical Technique for Service Innovation
CENTRE FOR CITIZEN EXPERIENCE
EXPERIENCE STRATEGY
CENTRE FOR CITIZEN EXPERIENCE
GETTING
STARTED
CENTRE FOR CITIZEN EXPERIENCE
GOVERNMENT
IS GOVERNMENT
IS GOVERNMENT
http://www.flickr.com/photos/eduardozarate
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
WEB PLUS ONE
CENTRE FOR CITIZEN EXPERIENCE
PARTNER
PILOT
PUBLICIZE
CENTRE FOR CITIZEN EXPERIENCE
THE CHALLENGE OF
OWNERSHIP OF CROSS-
CHANNELSOLUTIONS
CENTRE FOR CITIZEN EXPERIENCE
MUNICIPAL
WEB TEAMS
CENTRE FOR CITIZEN EXPERIENCE
THE WEB IS MULTICHANNEL
http://www.flickr.com/photos/ladymixy-uk
CENTRE FOR CITIZEN EXPERIENCE
IF WE HAVE
TIME
CENTRE FOR CITIZEN EXPERIENCE
SERVICE BLUEPRINT
MJ Bitner, 2007, Service Blueprinting: A Practical Technique for Service Innovation
CENTRE FOR CITIZEN EXPERIENCE
THANKS AGAIN
QUESTIONS?
Jess McMullin
CENTRE FOR CITIZEN EXPERIENCE
jess AT ctzn.ca | 780.709.9396 | citizenexperience.com

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Service Design and the Public Sector Web