Citizen Experience Design (Jess McMullin)

D7424ff0e1dc983d898de62c7496c321?s=47 uxindia
October 26, 2013

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.

D7424ff0e1dc983d898de62c7496c321?s=128

uxindia

October 26, 2013
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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…

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  6. YOU HAVE OUTSTANDING TALENT AND EVEN GREATER POTENTIAL…

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  8. WHY I’M HERE TODAY

  9. MAP

  10. 1996

  11. 2003

  12. START MY OWN FIRM FORTUNE 500 SILICON VALLEY PITCH AGAINST

    THE BEST WIN BURN OUT REBOOT.
  13. 2009

  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

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  39. discover define design develop define the right problem or opportunity

    create the right solution Based on UK Design Council Double Diamond process
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  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
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  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)
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  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/

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  75. STORIES

  76. TEXTIZEN & CITY OF PHILADELPHIA Photos & Screens Courtesy of

    Textizen
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  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

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  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

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  87. CROSSCHANNEL IN GUADALAJARA

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  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

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  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…

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  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
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  124. 1 2 3

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  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