Citizen Experience Design and You
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UXCamp Ottawa 2012 talk about citizen experience design.
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Citizen Experience Design and You
- 1. CITIZEN EXPERIENCE DESIGN …and You! Jess McMullin | The Centre for Citizen Experience | @jessmcmullin
- 2. WHY I’M HERE TODAY
- 3. THIS IS A STORY ABOUT LOSING SOMETHING…
- 5. START MY OWN FIRM FORTUNE 500 SILICON VALLEY PITCH AGAINST BIG FIRMS WIN BURN OUT REBOOT.
- 6. THE STATE OF GOVERNMENT TODAY http://www.flickr.com/photos/vincealongi/2790464608
- 7. UNFORTUNATELY, IT’S GOING TO GET EVEN HARDER.
- 8. Rising Retirement = Smaller Workforce THE DEMOGRAPHIC HOW DO WE PARADOX THAT WILL CLOSE DEFINE THE NEXT THIS SERVICE GAP? DECADES. Aging Population = More Demand For Services
- 9. WE NEED TO REDESIGN GOVERNMENT http://www.flickr.com/photos/whalt/175352360
- 10. HOW?
- 11. ONE PIECE OF THE PUZZLE
- 16. THE CITIZEN EXPERIENCE BELL CURVE
- 18. COMMUNITY & CIVIC INVOLVEMENT http://www.flickr.com/photos/jypsygen/2367693922
- 22. PONDER ON YOUR OWN CITIZEN EXPERIENCE FOR A MOMENT…
- 23. ♥ WHERE’S YOUR ‘I ♥ THE DMV?’ T-SHIRT? http://www.flickr.com/photos/omaromar/4961643547
- 24. SO HOW DO WE CHANGE THE CITIZEN EXPERIENCE?
- 27. WHAT DO I MEAN BY DESIGN?
- 28. STYLE
- 29. STYLE
- 30. FUNCTION
- 35. FRAMING & POLICY
- 37. “Our consumer tax business also faces significant competition from the public sector, where we face the risk of federal and state taxing authorities developing software or other systems to facilitate tax return preparation and electronic filing at no charge to taxpayers. !These or similar programs may be introduced or expanded in the future, which may cause us to lose customers and revenue. For example, during tax season 2010, the federal government introduced a prepaid debit card program to facilitate the refund process. Our consumer and professional tax businesses provide this service as well. INTUIT’S 2010 INVESTOR REPORT Via http://www.republicreport.org/2012/corruption-taxes-fivemins See http://www.nytimes.com/2010/01/24/business/24digi.html
- 38. POLICY IS THE DECISION DNA OF ORGS http://www.flickr.com/photos/wheatfields/2073336603
- 39. YOU CAN’T CHANGE THE WORLD WITHOUT CHANGING THAT DECISION DNA…
- 40. CITIZEN EXPERIENCE DESIGN IMPROVES BOTH SERVICE DELIVERY & POLICYMAKING
- 41. REDUCE FAILURE DEMAND + INCREASE VALUE http://www.flickr.com/photos/cloneofsnake/2825436246
- 42. SO HOW CAN DESIGN DO THAT FOR US? WHAT IS THE POWER OF DESIGN?
- 43. CONFIDENCE IN THE FACE OF UNCERTAINTY http://www.flickr.com/photos/athoshun/5153870261
- 44. MAKE THE RIGHT DECISIONS FASTER http://www.flickr.com/photos/zawtowers/3757810372
- 46. SIMULATIONS USING OUR OWN REALITY MAP http://www.flickr.com/photos/vitroids/2647573395
- 47. BUT EVERYONE HAS A DIFFERENT MAP http://www.flickr.com/photos/gadl/456185679
- 48. COMMON MAPS MAKE COMMON GROUND http://www.flickr.com/photos/chrisjl/5623346982
- 49. CITIZEN EXPERIENCE DESIGN CREATES COMMON MAPS FOR GROUP DECISIONS
- 50. AS A DESIGNER, YOU CAN HELP SHAPE THE DECISIONS THAT AFFECT THE DAILY EXPERIENCES OF CITIZENS.
- 51. TODAY I’M GOING TO SHOW YOU SIX SIMPLE WAYS OF WORKING THAT UNLOCK THE POWER OF DESIGN FOR THE PUBLIC SECTOR.
- 52. MORE THAN NEW WAYS OF WORKING, THESE ARE NEW WAYS OF THINKING…
- 53. DESIGN THINKING (CULTIVATING A DESIGN MINDSET AND DESIGN LOGIC) COMES FROM ONGOING DESIGN PRACTICE.
- 54. NEW WAYS OF THINKING CAN CREATE A NEW CULTURE
- 55. 6 WAYS TO CHANGE A CULTURE…
- 56. THE POWER OF POSSIBILITY: WHAT IF? http://www.flickr.com/photos/jurvetson/2542450115
- 57. THE POWER OF REAL WORLD OBSERVATION http://www.flickr.com/photos/artcriminal/3669455518
- 58. THE POWER OF SEEING SYSTEMS http://www.flickr.com/photos/ethanhein/2272885283
- 59. THE POWER OF VISUALIZING & MAKING http://citizenexperience.com
- 60. THE POWER OF ITERATION http://www.flickr.com/photos/robinkearney
- 61. THE POWER OF CODESIGN http://www.flickr.com/photos/edublogger/5663869738
- 62. ONE BONUS SUPERPOWER: MAKE MEANING FOR PEOPLE http://www.flickr.com/photos/eileendelhi/144335765
- 63. THREE STORIES
- 64. BC PUBLIC SERVICE “DRAGON’S DEN” Photos courtesy Ministry of Citizens’ Services and Open Government
- 71. CITY OF VANCOUVER TRANSPORTATION 2040 Photos & drawings courtesy Transportation Planning, City of Vancouver
- 72. BEYOND THE EVENING OPENHOUSE
- 73. IMAGINING THE FUTURE OF TRANSPORT Session with Stanley King, Co-Design Group
- 76. DON IVESON & THE CITY OF EDMONTON Video courtesy Councilor Don Iveson and the City of Edmonton. Photos by yours truly.
- 78. » Don Iveson Lego Campaign video http://www.youtube.com/watch?v=r8yHPoxU-Bs
- 79. » Edmonton Lego Contest video http://www.youtube.com/watch?v=FGo6l5iphTQ
- 86. CITIZEN EXPERIENCE IS A FOCUS http://www.flickr.com/photos/wwworks/4073469817
- 87. CITIZEN EXPERIENCE IS A BRIDGE http://www.flickr.com/photos/gilderic/5774989553
- 88. CITIZEN EXPERIENCE IS A COMPASS http://www.flickr.com/photos/kahunna/421255212
- 89. YOU CAN HELP
- 93. PUT DESIGN TO WORK http://citizenexperience.com
- 94. MAKE THE RIGHT DECISIONS FASTER http://www.flickr.com/photos/st-stev/790464904
- 95. FIND CONFIDENCE TO FACE UNCERTAINTY http://www.flickr.com/photos/davedehetre/5857947661
- 97. HELP REDISCOVER A CULTURE OF OPPORTUNITY http://www.flickr.com/photos/libertinus/3501511323
- 99. JOHN FETTERMAN
- 100. BRADDOCK, PA
- 101. Braddock, PA video with Levi Strauss http://www.youtube.com/watch?v=635XItRDU7g
- 102. CITIZEN EXPERIENCE DESIGN IS A NEW FRONTIER…GO THERE…
- 103. THANK YOU.
- 104. Keep in touch! Jess McMullin The Centre for Citizen Experience @jessmcmullin Jess AT ctzn.ca http://citizenexperience.com
- 105. Many thanks to the following great folks who helped make this talk better. » Councilor Don Iveson, his staff & the City of Edmonton » City of Vancouver, Transportation Planning » Government of British Columbia, Ministry of Labour, Citizens’ Services and Open Government, Citizen Engagement Branch. » Peter Kageyama, John Fetterman, Braddock, PA, & Levi Strauss » Heather McMullin, Harry Max, Victor Lombardi, Ashley Casovan and Kes Sampanthar » All the great Flickr users who shared Creative Commons photos! ACKNOWLEDGEMENTS