The Wrong Users?

Talk at SWUX 18/04/2017

Transcript

1. The Wrong Users?
   SWUX - 18th April 2017
   @jukesie
   

   View Slide

2. View Slide

3. My first job working as a ‘web’
   professional was in 1998.
   #swux
   

   View Slide

4. Under no circumstances should I be
   mistaken for a designer of any ilk.
   #swux
   

   View Slide

5. I have been a ______ manager.
   #swux
   

   View Slide

6. I have been a project manager.
   #swux
   

   View Slide

7. I have been a intranet manager.
   #swux
   

   View Slide

8. I have been a website manager.
   #swux
   

   View Slide

9. I have been a programme manager.
   #swux
   

   View Slide

10. I have been a social media manager.
    #swux
    

    View Slide

11. I have been a service manager.
    #swux
    

    View Slide

12. I am mainly a product manager.
    #swux
    

    View Slide

13. The internet of public service.
    #swux
    

    View Slide

14. Civic tech is any technology that is used to
    empower citizens or help make government
    more accessible, efficient, and effective.
    Omidyar Network
    #swux
    

    View Slide

15. View Slide

16. Our mission
    We build the digital tools that give
    people power to get things changed.​
    #swux
    

    View Slide

17. Our mission
    We build the digital tools that give
    people power to get things changed.​
    #swux
    

    View Slide

18. We help citizens to;
    1. Understand who has power and how they use it
    2. Give them the tools to influence those with power
    3. Use that influence to create change within their own communities
    #swux
    

    View Slide

19. 44 countries worldwide
    #swux
    

    View Slide

20. Three practice areas
    #swux
    

    View Slide

21. What is FixMyStreet?
    

    View Slide

22. FixMyStreet.com
    #swux
    

    View Slide

23. FixMyStreet.com
    Turned 10 in February
    #swux
    

    View Slide

24. FixMyStreet.com
    1 million reports
    #swux
    

    View Slide

25. MakeMyIsland Maldives FiksGataMi Norway
    #swux
    

    View Slide

26. FixMyStreet on GitHub
    #swux
    

    View Slide

27. As a resident I need to report
    the fly-tipping on my street
    so that the Council cleans it
    up in a timely manner.
    User story
    #swux
    

    View Slide

28. Report pothole on my street.
    Jobs to be done
    #swux
    

    View Slide

29. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux
    

    View Slide

30. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux
    

    View Slide

31. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux
    

    View Slide

32. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux
    

    View Slide

33. FixMyStreet challenges.
    

    View Slide

34. Ten years is a long time in
    internet years.
    #swux
    

    View Slide

35. View Slide

36. Developer led product that
    has always been distrustful of
    ‘native apps’.
    #swux
    

    View Slide

37. Driven by needs of open
    source community installing
    platform internationally for
    many years.
    #swux
    

    View Slide

38. Minimal ‘design’ input in that
    decade.
    #swux
    

    View Slide

39. Even if Jared Spool is right
    and everybody is a designer.
    #swux
    

    View Slide

40. Despite challenges we
    still make it much
    easier to complain to
    your Council.
    #swux
    

    View Slide

41. View Slide

42. Reliable fault-reporting and case management
    for councils, based on the nation’s most popular
    street reporting service, FixMyStreet.com
    

    View Slide

43. poacher turned gamekeeper:
    someone who now protects the interests
    they previously attacked.
    #swux
    

    View Slide

44. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux
    

    View Slide

45. As a resident I need to report
    the fly-tipping on my street
    so that the Council cleans it
    up in a timely manner.
    User story
    #swux
    

    View Slide

46. The Council cares..
    #swux
    

    View Slide

47. The Council cares..
    because the press do
    #swux
    

    View Slide

48. The Council cares..
    because voters do
    #swux
    

    View Slide

49. The Council cares..
    because their insurers do
    #swux
    

    View Slide

50. The Council cares..
    because Westminster does
    #swux
    

    View Slide

51. The Council cares..
    because most Council
    workers just do.
    #swux
    

    View Slide

52. The only way to meet the
    user need is for the Council to
    efficiently respond to
    reports.
    First challenge
    #swux
    

    View Slide

53. Reports from FMS increase
    every year and every year
    Councils face more cuts.
    First challenge
    #swux
    

    View Slide

54. Who uses FixMyStreet?
    

    View Slide

55. #swux
    

    View Slide

56. FixMyStreet
    #swux
    

    View Slide

57. Our users
    #swux
    

    View Slide

58. #swux
    

    View Slide

59. #swux
    

    View Slide

60. 51 is average age of MPs
    69% of MPs are male
    94% of MPs are white
    Parliament
    #swux
    

    View Slide

61. Second challenge
    #swux
    

    View Slide

62. Second challenge
    #swux
    

    View Slide

63. #swux
    

    View Slide

64. View Slide

65. #swux
    

    View Slide

66. #swux
    

    View Slide

67. Vicious circle in more
    deprived neighbourhoods.
    Third challenge
    #swux
    

    View Slide

68. Residents don’t believe issues will
    get fixed > so don’t report issues > so
    things don’t get fixed > and so on.
    Third challenge
    #swux
    

    View Slide

69. We help citizens to;
    1. Understand who has power and how they use it
    2. Give them the tools to influence those with power
    3. Use that influence to create change within their own communities
    #swux
    

    View Slide

70. We help citizens to;
    1. Understand who has power and how they use it
    2. Give them the tools to influence those with power
    3. Use that influence to create change within their own communities
    Educated, White, middle aged, men from good neighbourhoods
    #swux
    

    View Slide

71. Questions we need to keep asking
    Who are the
    people we really
    help?
    What impact do
    we actually
    have?
    How do
    we reach more
    people?
    #swux
    

    View Slide

72. Any ideas?
    #swux
    

    View Slide

73. Ask me anything
    (within reason)
    

    View Slide