Slide 1
Slide 1 text
The Wrong Users?
SWUX - 18th April 2017
@jukesie
Slide 2
Slide 2 text
No content
Slide 3
Slide 3 text
My first job working as a ‘web’
professional was in 1998.
#swux
Slide 4
Slide 4 text
Under no circumstances should I be
mistaken for a designer of any ilk.
#swux
Slide 5
Slide 5 text
I have been a ______ manager.
#swux
Slide 6
Slide 6 text
I have been a project manager.
#swux
Slide 7
Slide 7 text
I have been a intranet manager.
#swux
Slide 8
Slide 8 text
I have been a website manager.
#swux
Slide 9
Slide 9 text
I have been a programme manager.
#swux
Slide 10
Slide 10 text
I have been a social media manager.
#swux
Slide 11
Slide 11 text
I have been a service manager.
#swux
Slide 12
Slide 12 text
I am mainly a product manager.
#swux
Slide 13
Slide 13 text
The internet of public service.
#swux
Slide 14
Slide 14 text
Civic tech is any technology that is used to
empower citizens or help make government
more accessible, efficient, and effective.
Omidyar Network
#swux
Slide 15
Slide 15 text
No content
Slide 16
Slide 16 text
Our mission
We build the digital tools that give
people power to get things changed.
#swux
Slide 17
Slide 17 text
Our mission
We build the digital tools that give
people power to get things changed.
#swux
Slide 18
Slide 18 text
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
Slide 19
Slide 19 text
44 countries worldwide
#swux
Slide 20
Slide 20 text
Three practice areas
#swux
Slide 21
Slide 21 text
What is FixMyStreet?
Slide 22
Slide 22 text
FixMyStreet.com
#swux
Slide 23
Slide 23 text
FixMyStreet.com
Turned 10 in February
#swux
Slide 24
Slide 24 text
FixMyStreet.com
1 million reports
#swux
Slide 25
Slide 25 text
MakeMyIsland Maldives FiksGataMi Norway
#swux
Slide 26
Slide 26 text
FixMyStreet on GitHub
#swux
Slide 27
Slide 27 text
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
Slide 28
Slide 28 text
Report pothole on my street.
Jobs to be done
#swux
Slide 29
Slide 29 text
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
Slide 30
Slide 30 text
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
Slide 31
Slide 31 text
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
Slide 32
Slide 32 text
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
Slide 33
Slide 33 text
FixMyStreet challenges.
Slide 34
Slide 34 text
Ten years is a long time in
internet years.
#swux
Slide 35
Slide 35 text
No content
Slide 36
Slide 36 text
Developer led product that
has always been distrustful of
‘native apps’.
#swux
Slide 37
Slide 37 text
Driven by needs of open
source community installing
platform internationally for
many years.
#swux
Slide 38
Slide 38 text
Minimal ‘design’ input in that
decade.
#swux
Slide 39
Slide 39 text
Even if Jared Spool is right
and everybody is a designer.
#swux
Slide 40
Slide 40 text
Despite challenges we
still make it much
easier to complain to
your Council.
#swux
Slide 41
Slide 41 text
No content
Slide 42
Slide 42 text
Reliable fault-reporting and case management
for councils, based on the nation’s most popular
street reporting service, FixMyStreet.com
Slide 43
Slide 43 text
poacher turned gamekeeper:
someone who now protects the interests
they previously attacked.
#swux
Slide 44
Slide 44 text
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
Slide 45
Slide 45 text
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
Slide 46
Slide 46 text
The Council cares..
#swux
Slide 47
Slide 47 text
The Council cares..
because the press do
#swux
Slide 48
Slide 48 text
The Council cares..
because voters do
#swux
Slide 49
Slide 49 text
The Council cares..
because their insurers do
#swux
Slide 50
Slide 50 text
The Council cares..
because Westminster does
#swux
Slide 51
Slide 51 text
The Council cares..
because most Council
workers just do.
#swux
Slide 52
Slide 52 text
The only way to meet the
user need is for the Council to
efficiently respond to
reports.
First challenge
#swux
Slide 53
Slide 53 text
Reports from FMS increase
every year and every year
Councils face more cuts.
First challenge
#swux
Slide 54
Slide 54 text
Who uses FixMyStreet?
Slide 55
Slide 55 text
#swux
Slide 56
Slide 56 text
FixMyStreet
#swux
Slide 57
Slide 57 text
Our users
#swux
Slide 58
Slide 58 text
#swux
Slide 59
Slide 59 text
#swux
Slide 60
Slide 60 text
51 is average age of MPs
69% of MPs are male
94% of MPs are white
Parliament
#swux
Slide 61
Slide 61 text
Second challenge
#swux
Slide 62
Slide 62 text
Second challenge
#swux
Slide 63
Slide 63 text
#swux
Slide 64
Slide 64 text
No content
Slide 65
Slide 65 text
#swux
Slide 66
Slide 66 text
#swux
Slide 67
Slide 67 text
Vicious circle in more
deprived neighbourhoods.
Third challenge
#swux
Slide 68
Slide 68 text
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
Slide 69
Slide 69 text
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
Slide 70
Slide 70 text
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
Slide 71
Slide 71 text
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
Slide 72
Slide 72 text
Any ideas?
#swux
Slide 73
Slide 73 text
Ask me anything
(within reason)