UXCamp Ottawa 2012 talk about citizen experience design.

1. CITIZEN EXPERIENCE DESIGN
…and You!
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin

2. WHY I’M HERE
TODAY

3. THIS IS A STORY
ABOUT LOSING
SOMETHING…

4. AND FINDING
SOMETHING…

5. START MY OWN FIRM
FORTUNE 500
SILICON VALLEY
PITCH AGAINST BIG FIRMS
WIN
BURN OUT
REBOOT.

6. THE STATE OF GOVERNMENT TODAY
http://www.flickr.com/photos/vincealongi/2790464608

7. UNFORTUNATELY, IT’S GOING TO
GET EVEN HARDER.

8. Rising Retirement = Smaller Workforce
THE DEMOGRAPHIC HOW DO WE
PARADOX THAT WILL CLOSE
DEFINE THE NEXT THIS SERVICE
GAP?
DECADES.
Aging Population = More Demand For Services

9. WE NEED TO REDESIGN GOVERNMENT
http://www.flickr.com/photos/whalt/175352360

10. HOW?

11. ONE PIECE OF THE PUZZLE

12. CUSTOMER EXPERIENCE TRANSFORMATION
http://www.flickr.com/photos/mr_t_in_dc/2415124094

13. CUSTOMER
EXPERIENCE

14. CITIZEN
EXPERIENCE

15. SO, WHAT IS
CITIZEN
EXPERIENCE?

16. THE CITIZEN EXPERIENCE BELL CURVE

17. POLITICS & VOTING
http://www.flickr.com/photos/financialaidpodcast/3002765922

18. COMMUNITY & CIVIC INVOLVEMENT
http://www.flickr.com/photos/jypsygen/2367693922

19. PROGRAMS & SERVICES
http://www.flickr.com/photos/nj_dodge/68549080

20. FAILURE DEMAND
http://www.flickr.com/photos/cloneofsnake/2825436246

21. CIVIC ACTION
http://www.flickr.com/photos/brecav/6182719980

22. PONDER ON YOUR OWN
CITIZEN EXPERIENCE
FOR A MOMENT…

23. ♥
WHERE’S YOUR ‘I ♥ THE DMV?’ T-SHIRT?
http://www.flickr.com/photos/omaromar/4961643547

24. SO HOW DO WE
CHANGE THE CITIZEN
EXPERIENCE?

25. CUSTOMER
EXPERIENCE
DESIGN

26. CITIZEN
EXPERIENCE
DESIGN

27. WHAT DO I MEAN
BY DESIGN?

28. STYLE

29. STYLE

30. FUNCTION

31. PROBLEM SOLVING
http://www.flickr.com/photos/akc77/4114250064

32. PROBLEM SOLVING
http://www.flickr.com/photos/14636434@N02

33. FRAMING-REDEFINING THE PROBLEM

34. FRAMING
http://www.programs.alberta.ca/Contacts/Map.aspx?
id=3277

35. FRAMING & POLICY

36. CALIFORNIA STATE READYRETURN

37. “Our consumer tax business also faces significant
competition from the public sector, where we face
the risk of federal and state taxing authorities
developing software or other systems to facilitate
tax return preparation and electronic filing at no
charge to taxpayers. !These or similar programs may
be introduced or expanded in the future, which may
cause us to lose customers and revenue. For example,
during tax season 2010, the federal government
introduced a prepaid debit card program to facilitate
the refund process. Our consumer and professional tax
businesses provide this service as well.
INTUIT’S 2010 INVESTOR REPORT
Via http://www.republicreport.org/2012/corruption-taxes-fivemins
See http://www.nytimes.com/2010/01/24/business/24digi.html

38. POLICY IS THE DECISION DNA OF ORGS
http://www.flickr.com/photos/wheatfields/2073336603

39. YOU CAN’T CHANGE THE
WORLD WITHOUT
CHANGING THAT
DECISION DNA…

40. CITIZEN EXPERIENCE DESIGN
IMPROVES BOTH SERVICE DELIVERY & POLICYMAKING

41. REDUCE FAILURE DEMAND + INCREASE VALUE
http://www.flickr.com/photos/cloneofsnake/2825436246

42. SO HOW CAN DESIGN DO THAT FOR US?
WHAT IS THE POWER OF
DESIGN?

43. CONFIDENCE IN THE FACE OF UNCERTAINTY
http://www.flickr.com/photos/athoshun/5153870261

44. MAKE THE RIGHT DECISIONS FASTER
http://www.flickr.com/photos/zawtowers/3757810372

45. UNDERSTANDING DECISION MAKING
http://www.flickr.com/photos/piper/22584430

46. SIMULATIONS USING OUR OWN REALITY MAP
http://www.flickr.com/photos/vitroids/2647573395

47. BUT EVERYONE HAS A DIFFERENT MAP
http://www.flickr.com/photos/gadl/456185679

48. COMMON MAPS MAKE COMMON GROUND
http://www.flickr.com/photos/chrisjl/5623346982

49. CITIZEN EXPERIENCE DESIGN
CREATES COMMON MAPS
FOR GROUP DECISIONS

50. AS A DESIGNER, YOU CAN
HELP SHAPE THE DECISIONS
THAT AFFECT THE DAILY
EXPERIENCES OF CITIZENS.

51. TODAY I’M GOING TO SHOW
YOU SIX SIMPLE WAYS OF
WORKING THAT UNLOCK THE
POWER OF DESIGN FOR THE
PUBLIC SECTOR.

52. MORE THAN NEW WAYS
OF WORKING, THESE
ARE NEW WAYS OF
THINKING…

53. DESIGN THINKING
(CULTIVATING A DESIGN
MINDSET AND DESIGN LOGIC)
COMES FROM ONGOING
DESIGN PRACTICE.

54. NEW WAYS OF
THINKING CAN CREATE
A NEW CULTURE

55. 6 WAYS TO CHANGE A
CULTURE…

56. THE POWER OF POSSIBILITY: WHAT IF?
http://www.flickr.com/photos/jurvetson/2542450115

57. THE POWER OF REAL WORLD OBSERVATION
http://www.flickr.com/photos/artcriminal/3669455518

58. THE POWER OF SEEING SYSTEMS
http://www.flickr.com/photos/ethanhein/2272885283

59. THE POWER OF VISUALIZING & MAKING
http://citizenexperience.com

60. THE POWER OF ITERATION
http://www.flickr.com/photos/robinkearney

61. THE POWER OF CODESIGN
http://www.flickr.com/photos/edublogger/5663869738

62. ONE BONUS SUPERPOWER:
MAKE MEANING FOR PEOPLE
http://www.flickr.com/photos/eileendelhi/144335765

63. THREE STORIES

64. BC PUBLIC SERVICE “DRAGON’S DEN”
Photos courtesy Ministry of Citizens’ Services and Open Government

70. http://www.flickr.com/photos/xeeliz/5560086459

71. CITY OF VANCOUVER TRANSPORTATION 2040
Photos & drawings courtesy Transportation Planning, City of Vancouver

72. BEYOND THE EVENING OPENHOUSE

73. IMAGINING THE FUTURE OF TRANSPORT
Session with Stanley King, Co-Design Group

74. DESIGNING TOGETHER

76. DON IVESON & THE CITY OF EDMONTON
Video courtesy Councilor Don Iveson and the City of Edmonton. Photos by yours truly.

77. MEET COUNCILOR IVESON

78. » Don Iveson Lego Campaign video
http://www.youtube.com/watch?v=r8yHPoxU-Bs

79. » Edmonton Lego Contest video
http://www.youtube.com/watch?v=FGo6l5iphTQ

84. TWO LAST STORIES…

85. THE STORY OF
CITIZEN
EXPERIENCE

86. CITIZEN EXPERIENCE IS A FOCUS
http://www.flickr.com/photos/wwworks/4073469817

87. CITIZEN EXPERIENCE IS A BRIDGE
http://www.flickr.com/photos/gilderic/5774989553

88. CITIZEN EXPERIENCE IS A COMPASS
http://www.flickr.com/photos/kahunna/421255212

89. YOU CAN HELP

90. IN YOUR COMMUNITY
http://www.flickr.com/photos/ennuiislife/4061620293

91. WITH YOUR GOVERNMENT
http://www.flickr.com/photos/jypsygen/2367693922

92. IN EVERYDAY CONVERSATION
http://www.flickr.com/photos/chrisjl/3847317985

93. PUT DESIGN TO WORK
http://citizenexperience.com

94. MAKE THE RIGHT DECISIONS FASTER
http://www.flickr.com/photos/st-stev/790464904

95. FIND CONFIDENCE TO FACE UNCERTAINTY
http://www.flickr.com/photos/davedehetre/5857947661

96. HELP REDESIGN GOVERNMENT
http://www.flickr.com/photos/althouse/269601063

97. HELP REDISCOVER A CULTURE OF OPPORTUNITY
http://www.flickr.com/photos/libertinus/3501511323

98. FINDING THAT OPPORTUNITY

99. JOHN FETTERMAN

100. BRADDOCK, PA

101. Braddock, PA video with Levi Strauss
http://www.youtube.com/watch?v=635XItRDU7g

102. CITIZEN EXPERIENCE
DESIGN IS A NEW
FRONTIER…GO THERE…

103. THANK YOU.

104. Keep in touch!
Jess McMullin
The Centre for Citizen Experience
@jessmcmullin
Jess AT ctzn.ca
http://citizenexperience.com

105. 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 Labour,
Citizens’ Services and Open Government, Citizen
Engagement Branch.
» Peter Kageyama, John Fetterman, Braddock, PA, & Levi
Strauss
» Heather McMullin, Harry Max, Victor Lombardi, Ashley
Casovan and Kes Sampanthar
» All the great Flickr users who shared Creative Commons
photos!
ACKNOWLEDGEMENTS