Citizen Experience Design (Jess McMullin)

The public sector needs better design, from making forms, processes, and official websites easier to use to helping decision-makers understand and collaborate better when creating policy.

Design can help create better experiences for citizens, more effective service delivery for government, and create better outcomes and more efficient use of government resources.

This talk will share the need and opportunity for UX designers to help create better citizen experiences, offer some principles and examples, and invite the audience to discuss how citizen experience fits in the Indian context.

Transcript

1. Jess McMullin, UXINDIA13 Conference Presentation
2. CITIZEN EXPERIENCE DESIGN Jess McMullin | The Centre for Citizen Experience | @jessmcmullin #citx Examples, Challenges and Opportunities for Improving the Citizen Experience UX India 2013 | October 26, 2013 | Bangalore #uxindia13
3. THANK YOU SO MUCH FOR INVITING ME…
6. YOU HAVE OUTSTANDING TALENT AND EVEN GREATER POTENTIAL…
8. WHY I’M HERE TODAY
9. MAP
12. START MY OWN FIRM FORTUNE 500 SILICON VALLEY PITCH AGAINST THE BEST WIN BURN OUT REBOOT.
14. GOVERNMENT FACES REAL CHALLENGES http://www.flickr.com/photos/vincealongi/2790464608
15. UNFORTUNATELY, IT’S GOING TO GET EVEN HARDER.
16. Increasing Demand for Services Shrinking Revenue and Resources in Government THE SERVICE PARADOX THAT WILL DEFINE THE NEXT DECADES. HOW DO WE CLOSE THIS SERVICE GAP?
17. WE NEED TO REDESIGN GOVERNMENT http://www.flickr.com/photos/whalt/175352360
18. HOW?
19. ONE PIECE OF THE PUZZLE
20. CUSTOMER EXPERIENCE TRANSFORMATION http://www.flickr.com/photos/mr_t_in_dc/2415124094
21. APPLE
22. CUSTOMER EXPERIENCE
23. EXPERIENCE CITIZEN
24. PONDER ON YOUR OWN CITIZEN EXPERIENCE FOR A MOMENT…
25. WHERE’S YOUR ‘I — GOVT?’ T-SHIRT? http://www.flickr.com/photos/omaromar/4961643547 —
26. SO HOW DO WE CHANGE THE CITIZEN EXPERIENCE?
27. EXPERIENCE DESIGN CUSTOMER
28. EXPERIENCE DESIGN CITIZEN
29. CITIZEN EXPERIENCE DESIGN: THE APPLICATION OF DESIGN TO GENERATE INNOVATIONS THAT HELP GOVERNMENT WORK BETTER FOR PEOPLE.
30. DESIGN FOR CHANGE
31. THREE THINGS WE NEED SO THAT DESIGN DRIVES CHANGE
32. DESIGN AS A PROCESS
33. DESIGN AS A CAPABILITY
34. DESIGN AS A CULTURE
35. DESIGN AS A PROCESS FOR UNDERSTANDING, DEFINING, AND SOLVING PROBLEMS AND OPPORTUNITIES.
36. PEOPLE ZOOM
39. discover define design develop define the right problem or opportunity create the right solution Based on UK Design Council Double Diamond process
41. The Squiggle | Damien Newman, Central | CC:BY ND
42. THE POWER OF POSSIBILITY http://www.flickr.com/photos/jurvetson/2542450115
43. THE POWER OF REAL WORLD OBSERVATION http://www.flickr.com/photos/artcriminal/3669455518
44. THE POWER OF SEEING SYSTEMS http://www.flickr.com/photos/ethanhein/2272885283
45. THE POWER OF VISUALIZING & MAKING http://citizenexperience.com
46. THE POWER OF ITERATION http://www.flickr.com/photos/robinkearney
47. THE POWER OF CODESIGN http://www.flickr.com/photos/edublogger/5663869738
48. POWER TO MAKE MEANING FOR PEOPLE http://www.flickr.com/photos/eileendelhi/144335765
49. DESIGN AS A CAPABILITY THE TALENT, TIME, BUDGET, AND TRAINING TO APPLY DESIGN TO UNDERSTANDING, DEFINING, AND SOLVING PROBLEMS AND OPPORTUNITIES
50. DESIGN EXPANDS YOUR TOOLBOX
51. WITH SOME NEW TOOLS
52. BUT WE HAVE TO HAVE THE CAPABILITY TO USE THOSE TOOLS
54. DESIGN AS A CULTURE THE ORGANIZATIONAL DESIGN MATURITY TO APPLY DESIGN TO THE HEART OF THE BUSINESS.
55. DESIGN AS A CULTURE THE ORGANIZATIONAL DESIGN MATURITY TO APPLY DESIGN TO THE HEART OF THE BUSINESS. (START SMALL)
57. 4+ YEARS (AND ONGOING) FOR B.C.
58. PROCESS + CAPABILITY + CULTURE = RESULTS
59. REDUCE SERVICE FAILURE+ INCREASE VALUE http://www.flickr.com/photos/cloneofsnake/2825436246
60. Improved outcomes for stakeholders & government Service Delivery Costs THE KEY PROMISE: CITIZEN EXPERIENCE DESIGN CAN HELP LOWER COSTS AND IMPROVE OUTCOMES
61. CHALLENGES
62. IT’S EASY TO TALK ABOUT CITIZEN EXPERIENCE
63. AS YOU MAY EXPECT, IT CAN BE A BIT HARDER TO ACTUALLY DO SOMETHING ABOUT IT.
64. ALL THE TYPICAL CHALLENGES OF ANY CHANGE IN ANY ORGANIZATION…
65. RECOGNIZING CHALLENGES IS FIRST STEP TO OVERCOMING THEM http://www.flickr.com/photos/tambako/3948318155/
66. THESE IN PARTICULAR 3 3
67. TOP 3 CHALLENGES FOR CITIZEN EXPERIENCE DESIGN 1. SERVICE MONOPOLY IN GOVERNMENT 2. COMPETING INTERESTS & TRADEOFFS 3. SCALE
68. 1. SERVICE MONOPOLY IN GOVERNMENT * A note for Cam Lane and every other wonderful public servant: I believe the overall legacy of government is overwhelmingly positive.
69. 2. COMPETING INTERESTS
70. 3. SCALE
71. BUT I AM WILDLY OPTIMISTIC WE WILL MEET THE CHALLENGE…
72. WILDLY OPTIMISTIC BECAUSE OF THE AMAZING TALENT HERE AT UX INDIA
73. I AM COUNTING ON YOU TO FIGHT THE CROCODILES http://www.flickr.com/photos/tambako/3948318155/
75. STORIES
76. TEXTIZEN & CITY OF PHILADELPHIA Photos & Screens Courtesy of Textizen
78. TEXTIZEN
79. THE SAME 20 PEOPLE PROBLEM
80. THE OBVIOUS ANSWER: SOCIAL APP!
81. 80 50% Smartphone adoption across the United States
82. 81 85% Text message adoption across the United States
84. Focusing on text messaging lets Textizen bring citizen engagement to the same place and time as the experience itself.
85. TEXTIZEN ENABLES A CONVERSATION
87. CROSSCHANNEL IN GUADALAJARA
91. DON IVESON & THE CITY OF EDMONTON Video courtesy Councilor Don Iveson and the City of Edmonton. Project photos by yours truly.
92. MEET COUNCILOR IVESON
97. UK GOVERNMENT DIGITAL SERVICE
98. http://www.flickr.com/photos/benterrett/8576183560
99. OPPORTUNITIES
100. SO WHAT CAN YOU DO?
101. THE OPPORTUNITY IN INDIA
102. Finding Opportunity Learning to Walk Crocodiles
103. 1. WE RECOGNIZE THAT DESIGN HELPS MORE THAN STARTUPS, OUTSOURCING, AND ENTERPRISE SOFTWARE. DESIGN MAKES A DIFFERENCE.
104. YOU MAKE A DIFFERENCE
105. 2. UNDERSTAND THE VALUE OF DESIGN…
107. YOU CAN USE AN ERASER ON THE DRAFTING BOARD OR A SLEDGEHAMMER ON THE CONSTRUCTION SITE. - FRANK LLOYD WRIGHT
108. 3. MAKE CONNECTIONS, SHARE SUCCESS
109. FIND WHERE YOU CAN CONNECCT
110. PARTNER PILOT(PROTOTYPE) PUBLICIZE
111. YOU ARE GOING TO HELP THIS SHIFT HAPPEN SOONER THAN LATER. THE PEOPLE IN THIS ROOM ARE ON THE LEADING EDGE OF A PROFOUND TRANSFORMATION FOR INDIAN DESIGN AND INNOVATION…
112. TWO LAST STORIES
113. THE STORY OF CITIZEN EXPERIENCE
114. CITIZEN EXPERIENCE IS A FOCUS http://www.flickr.com/photos/wwworks/4073469817
115. CITIZEN EXPERIENCE IS A BRIDGE http://www.flickr.com/photos/gilderic/5774989553
116. CITIZEN EXPERIENCE IS A COMPASS http://www.flickr.com/photos/kahunna/421255212
117. YOU CAN HELP
118. PUT DESIGN TO WORK http://citizenexperience.com
119. HELP REIMAGINE GOVERNMENT http://www.flickr.com/photos/althouse/269601063
120. AND CREATE A CULTURE OF OPPORTUNITY http://www.flickr.com/photos/libertinus/3501511323
121. I NEED YOUR HELP FOR THIS LAST STORY
122. IT’S THE STORY OF STARTING SOMETHING HERE…ABOUT PLANTING SEEDS THAT WILL GROW INTO STARS
124. 1 2 3
126. IT’S THE STORY OF DESIGN IN INDIA. AND I SEE STARS… I SEE STARS… Photo courtesy Sreelakshmi Menon @slvmenon
127. YOU WILL GIVE LIGHT TO NOT ONLY TO INDIA, BUT THE WHOLE WORLD… I HOPE YOU CONSIDER SHINING SOME OF THAT LIGHT ON THE CITIZEN EXPERIENCE.
128. ध"यवाद THANK YOU.
129. Keep in touch! Jess McMullin The Centre for Citizen Experience @jessmcmullin jess AT ctzn DOT ca http://citizenexperience.com (.org coming soon)
130. 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 Citizens’ Services and Open Government »  John Fetterman, Braddock, PA, & Levi Strauss »  Code for America, Textizen, and Civic Industries »  Consumer Financial Protection Bureau »  Government of Alberta »  UK Government Digital Service »  MindLab »  Heather McMullin, Harry Max, Kes Sampanthar, Laura Wesley »  Vibhanshu Sharma, Bapu Kaladhar »  All the great Flickr users who share Creative Commons photos ACKNOWLEDGEMENTS