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The Wrong Users?

The Wrong Users?

Talk at SWUX 18/04/2017

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Matt Jukes

April 18, 2017
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Transcript

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

  2. None
  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
  15. None
  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

  35. None
  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
  41. None
  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

  64. None
  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)