The Wrong Users?

Talk at SWUX 18/04/2017

Transcript

1. The Wrong Users? SWUX - 18th April 2017 @jukesie
3. My first job working as a ‘web’ professional was in 1998. #swux
4. Under no circumstances should I be mistaken for a designer of any ilk. #swux
5. I have been a ______ manager. #swux
6. I have been a project manager. #swux
7. I have been a intranet manager. #swux
8. I have been a website manager. #swux
9. I have been a programme manager. #swux
10. I have been a social media manager. #swux
11. I have been a service manager. #swux
12. I am mainly a product manager. #swux
13. The internet of public service. #swux
14. Civic tech is any technology that is used to empower citizens or help make government more accessible, efficient, and effective. Omidyar Network #swux
16. Our mission We build the digital tools that give people power to get things changed.​ #swux
17. Our mission We build the digital tools that give people power to get things changed.​ #swux
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
19. 44 countries worldwide #swux
20. Three practice areas #swux
21. What is FixMyStreet?
22. FixMyStreet.com #swux
23. FixMyStreet.com Turned 10 in February #swux
24. FixMyStreet.com 1 million reports #swux
25. MakeMyIsland Maldives FiksGataMi Norway #swux
26. FixMyStreet on GitHub #swux
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
28. Report pothole on my street. Jobs to be done #swux
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
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
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
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
33. FixMyStreet challenges.
34. Ten years is a long time in internet years. #swux
36. Developer led product that has always been distrustful of ‘native apps’. #swux
37. Driven by needs of open source community installing platform internationally for many years. #swux
38. Minimal ‘design’ input in that decade. #swux
39. Even if Jared Spool is right and everybody is a designer. #swux
40. Despite challenges we still make it much easier to complain to your Council. #swux
42. Reliable fault-reporting and case management for councils, based on the nation’s most popular street reporting service, FixMyStreet.com
43. poacher turned gamekeeper: someone who now protects the interests they previously attacked. #swux
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
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
46. The Council cares.. #swux
47. The Council cares.. because the press do #swux
48. The Council cares.. because voters do #swux
49. The Council cares.. because their insurers do #swux
50. The Council cares.. because Westminster does #swux
51. The Council cares.. because most Council workers just do. #swux
52. The only way to meet the user need is for the Council to efficiently respond to reports. First challenge #swux
53. Reports from FMS increase every year and every year Councils face more cuts. First challenge #swux
54. Who uses FixMyStreet?
55. #swux
56. FixMyStreet #swux
57. Our users #swux
58. #swux
59. #swux
60. 51 is average age of MPs 69% of MPs are male 94% of MPs are white Parliament #swux
61. Second challenge #swux
62. Second challenge #swux
63. #swux
65. #swux
66. #swux
67. Vicious circle in more deprived neighbourhoods. Third challenge #swux
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
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
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
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
72. Any ideas? #swux
73. Ask me anything (within reason)