Transfer learning about human-centred design (HCD) in delivery of public services

1. Transfer learning
about human-
centred design
(HCD) in delivery
of public services
from the Victorian
experience
Roberto Colanzi
Director Strategy & Client Analysis
SEASIA Consulting
Email: robertocolanziSEASIA@asia.com
LinkedIn: Roberto Colanzi
SEASIA DATA
SEASIA DATA
SEASIA
DATA
SEASIA DATA

2. SEASIA Consulting is a leading boutique geofinance & management consulting
multidisciplinary firm operating in & across ASEAN economies.
Services offered draw from our extensive experience working in private finance &
government, & application of techniques & tactics developed through our analytical
methodologies.
Drawing from diverse sectoral, professional & geographic backgrounds, SEASIA offers a
range of consulting services to both government & commercial sectors.
SEASIA's services include, but are not limited to:
• Customized industry & geo-market intelligence
• Government regulatory analysis, advisory & liaison
• Infrastructure & project finance
• Investor relations
• Legal consulting
• Open intelligence & social network analysis
• Product & services marketing to geographic markets
• Project development & implementation.
Office email & general inquiries to seasiaconsulting@asia.com
RobertoColanziSEASIA@asia.com
Head
Office:
Singapore
Offices:
Ho Chi Minh
City;
Melbourne;
Kuala Lumpur

3. Thị trưởng, ủy viên hội đồng
Mayor & Councillor City of Yarra
2012-16

4. • Analytical – comfortable with
complexity & uncertainty
• Strategic & risk analyser
• Consumer & brand analyst
• Experienced across number of
industries
• Lobbyist to Government
Roberto Colanzi
Roberto Colanzi
RobertoColanziSEASIA@asia.com

5. Standford University, Design Thinking Process
Definitions
 Human-centered design (HCD) ... design & management framework
 Design solutions involving human perspective in problem-solving process.
 Involvement typically takes place in:
 empathise & observing the problem within its context
 brainstorming, modelling, prototyping
 conceptualizing
 developing & implementing the solution; journey map
Key is
deliberative &
participatory
research with
consumers/users
/citizens

6. Methodology
“Problem” owners:
• The stakeholders
• End users
• Direct contributors
• Indirect contributors
• The public
Arisen out of public sector innovation demands & requirements
Methodology examples
• Sandford University Design Methodology
• Dorst’s Frame Creation Methodology
• The NADI-model
Argument that
Government is not
the font of all
wisdom/knowledge
User access to
government
data
Citizens/Users/Stakeholders

7. Let’s explore 3 Victorian examples:
1. State Government
2. Local Government/City Government
3. Private Sector/Non-Government

8. Guiding framework:
International Association for Public Participation (IAP2) Quality assurance standard for
community & stakeholder engagement
&
Victorian Auditor-General’s Office (VAGO) Public participation in government decision-
making: better practice guide (2015)
Examples in the State of Victoria
6 elements are:
1. define decisions required & scope of public participation
exercise
2. Understand who is affected & how they should be included
3. Identify the resources, skills & time required for effective
public participation
4. Document public participation & management approach
5. Implement public participation plan & monitor progress
6. Evaluate the public participation exercise & apply continuous
improvement

9. Project delivered a web application
called Foresight.
Created a data visualisation map that
displays both an overview & detail of
bushfire variables across Victoria
Develop a single platform which
allows cross-agency emergency
management staff to access
forecast fire weather information &
interact with it by zooming &
clicking for the week

10. Participatory budgeting at
local government - cities
Process where community
contribute to decision-
making over part, or all, of
government budget – open
access to data
Process – sample selection
of 100 citizens by
demography, gender,
location etc
Process – facilitated
process; multiple weeks;
meetings; reporting
Some examples:

11. Private sector – residential development
1. 5 years before launching campaign, establishing
online community of 50,000 people
2. Contribution to Victorian State Government Design
Standards
3. Developed “Small Footprint Living Survey” tool to
understand what makes great apartment living &
distributed it to their readers, with 1600
respondents to the 65 in depth questions, which
was shared with government for consideration
4. Collaborated on a month-long program of over 15
events on-site with 2,400 visitors over the month
122 Roseneath St is a community of 48
apartments & 18 townhouses
People centred design – relationship
between developer, final customers &
community

12. Transfer learning
about human-
centred design
(HCD) in delivery
of public services
from the Victorian
experience
Roberto Colanzi
Director Strategy & Client Analysis
SEASIA Consulting
Email: robertocolanziSEASIA@asia.com
LinkedIn: Roberto Colanzi
SEASIA DATA
SEASIA DATA
SEASIA
DATA
SEASIA DATA
Thank you