Talk about the need for design in government, and the opportunity for UX and design professionals to make a difference by helping the public sector work better for people.

1. CITIZEN EXPERIENCE DESIGN
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin
@jessmcmullin
Examples, Challenges and Opportunities for Improving the Citizen Experience
UX Lisbon | June 6, 2014 | Lisboa, Portugal

2. #CITX
#UXLX

3. THANK YOU SO MUCH
FOR INVITING ME…

4. WHATAN AMAZING
COMMUNITY HERE AT
UX LISBON

5. YOU HAVE OUTSTANDING
TALENTAND EVEN
GREATER POTENTIAL…

7. WHYI’M HERE
TODAY

9. 1996

10. 2003

11. START MY OWN FIRM
FORTUNE 500
SILICON VALLEY
PITCH AGAINSTTHE BEST
WIN
BURN OUT
REBOOT.

12. 2009

13. A FUNDAMENTALQUESTION:
WHATHAPPENS IF WETHINK ABOUTCITIZEN EXPERIENCE
THE WAY WETHINK ABOUTCUSTOMER EXPERIENCE?
HOW CAN DESIGN HELP THE PUBLIC SECTOR
WORK BETTER FOR PEOPLE?

14. GOVERNMENTFACES REALCHALLENGES
http://www.flickr.com/photos/vincealongi/2790464608

15. UNFORTUNATELY, IT’S GOING TO
GETEVEN HARDER.

16. Increasing Demand for Services
Shrinking Revenue and Resources in Government
THE SERVICE
PARADOX THATWILL
DEFINETHE NEXT
DECADES.
HOW DO WE
CLOSE
THIS SERVICE
GAP?

17. WE NEED TO REDESIGN GOVERNMENT
Photo:Wikipedia http://en.wikipedia.org/wiki/C%C3%A2mara_Municipal

18. HOW?

19. ONE PIECE OF THE PUZZLE

20. CUSTOMER EXPERIENCETRANSFORMATION
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
CHANGETHE CITIZEN
EXPERIENCE?

27. EXPERIENCE
DESIGN
CUSTOMER

28. EXPERIENCE
DESIGN
CITIZEN

29. CITIZEN EXPERIENCE DESIGN:
THE APPLICATION OF DESIGN TO GENERATE INNOVATIONS
THATHELP GOVERNMENTWORK BETTER FOR PEOPLE.

30. #CIVICDESIGN
#GGOVJAM
#PSILABS
#GOV30

31. WHATDO I MEAN
BYDESIGN?

32. DESIGN MATURITY:
FLUKE
FASHION
FUNCTION
FIXING PROBLEMS
FRAMING

33. FLUKE, RANDOM, OR DEFAULT

34. FASHION

35. FASHION

36. FUNCTION

37. FIXING PROBLEMS
http://www.flickr.com/photos/akc77/4114250064

38. FIXING PROBLEMS
http://www.flickr.com/photos/14636434@N02

39. FRAMING-REDEFINING THE PROBLEM

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

41. POLICYIS THE DECISION DNA OF ORGShttp://www.flickr.com/photos/wheatfields/2073336603

42. YOU CAN’TCHANGETHE
WORLD WITHOUT
CHANGING THAT
DECISION DNA…

43. DESIGN FOR
CHANGE

44. THREETHINGS WE
NEED SO THAT
DESIGN DRIVES CHANGE

45. DESIGN AS A PROCESS

46. DESIGN AS A CAPABILITY

47. DESIGN AS A CULTURE

48. DESIGN AS A PROCESS
FOR UNDERSTANDING, DEFINING, AND
SOLVING PROBLEMS, AND REALIZING
OPPORTUNITIES.

49. discover define design develop
define the right
problem or
opportunity
create the
right solution
Based on UK Design Council Double Diamond process

50. The Squiggle | Damien Newman, Central | CC:BY ND

53. DESIGN AS A CAPABILITY
WHAT DESIGN DOES FOR THE ORGANIZATION,
GIVEN THETALENT, TIME, BUDGET, AND
TRAINING TO APPLYDESIGN TO
UNDERSTANDING, DEFINING, AND SOLVING
PROBLEMS, AND REALIZING OPPORTUNITIES

54. WHATIS
THE POWER OF DESIGN?

55. THE POWER OF POSSIBILITY
http://www.flickr.com/photos/jurvetson/2542450115

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

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

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

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

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

61. POWER TO MAKE MEANING FOR PEOPLEhttp://www.flickr.com/photos/eileendelhi/144335765

62. DESIGN AS A CULTURE
THE INTERNALDESIGN MATURITYTO APPLY
DESIGN TO THE HEARTOF THE
ORGANIZATION.

63. DESIGN AS A CULTURE
THE INTERNALDESIGN MATURITYTO APPLY
DESIGN TO THE HEARTOF THE
ORGANIZATION. (STARTSMALL)

64. 4+ YEARS (AND ONGOING) FOR B.C.
@admaclennan leading BC Digital Service Strategy

65. PROCESS + CAPABILITY+ CULTURE = RESULTS

66. REDUCE SERVICE FAILURE+ INCREASE VALUE
http://www.flickr.com/photos/cloneofsnake/2825436246

67. Improved outcomes for stakeholders & government
Service Delivery Costs
THE KEYPROMISE:
CITIZEN EXPERIENCE
DESIGN CAN HELP
LOWER COSTS AND
IMPROVE OUTCOMES

68. CHALLENGES

69. IT’S EASYTO TALK
ABOUTCITIZEN
EXPERIENCE

70. AS YOU MAY EXPECT, ITCAN BE A
BIT HARDER TO ACTUALLYDO
SOMETHING ABOUTIT.

71. ALLTHETYPICAL
CHALLENGES OF ANY
CHANGE IN ANY
ORGANIZATION…

72. RECOGNIZING CHALLENGES IS FIRSTSTEP TO OVERCOMING THEM
http://www.flickr.com/photos/tambako/3948318155/

73. THESE IN
PARTICULAR
33

74. TOP 3 CHALLENGES FOR
CITIZEN EXPERIENCE DESIGN
1. SERVICE MONOPOLYIN GOVERNMENT
2. COMPETING INTERESTS & TRADEOFFS
3. SCALE

75. 1. SERVICE MONOPOLYIN GOVERNMENT
* A note for Cam Lane and every other wonderful public servant:
I believe the overall legacy of government is overwhelmingly positive.

76. 2. COMPETING INTERESTS

77. 3. SCALE

78. BUTI AM WILDLY
OPTIMISTIC WE
WILLMEETTHE
CHALLENGE…

79. WILDLYOPTIMISTIC
BECAUSE OF THE
AMAZING TALENT
HERE ATUX LISBON

80. I AM COUNTING ON YOU TO FIGHTTHE CROCODILES
http://www.flickr.com/photos/tambako/3948318155/

82. STORIES

83. CROSSCHANNELIN GUADALAJARA

84. MEET RODRIGO HERRERA

85. MUNICIPALITYOF ZAPOPAN

86. FOUR FACETO FACE
LOCATIONS, SOME A
2 HOUR DRIVE AWAY

87. GOVERNMENT
INTERACTIONS
REQUIRED TAKING A
DAYOFF OF WORK

92. 90% OF POPULATION
(OF 1.1 MILLION PEOPLE)
WITHIN 3KM OF KIOSK

93. DON IVESON & THE CITYOF EDMONTON
Video courtesy Councilor Don Iveson and the City of Edmonton. Project photos by yours truly.

94. MEET COUNCILOR
(NOW MAYOR) IVESON

101. GOVERNMENTOF BRITISH COLUMBIA

102. DOMESTIC VIOLENCE POLICYDESIGN

103. CHALLENGES WITH RESTRAINING ORDERS

104. FIELD RESEARCH 60+ PARTICIPANTS

105. GROUP ANALYSIS

106. PATTERNS, PRINCIPLES, CONNECTIONS

108. CODESIGNING POLICYOPTIONS

109. UK GOVERNMENTDIGITALSERVICE

110. @GDSTEAM

112. @LEISA

113. http://www.flickr.com/photos/benterrett/8576183560

114. OPPORTUNITIES

115. SO WHATCAN YOU DO?

116. THE OPPORTUNITYIN EUROPE

117. EUROPE IS LEADING THE WORLD IN
PUBLIC DESIGN AND INNOVATION

118. 1. WE RECOGNIZETHATDESIGN
HELPS MORETHAN STARTUPS,
OUTSOURCING, AND ENTERPRISE
SOFTWARE. DESIGN MAKES A
DIFFERENCE.

119. YOU MAKE A DIFFERENCE

120. 2. UNDERSTAND
THE VALUE OF
DESIGN…

122. YOU CAN USE AN ERASER ON THE DRAFTING BOARD
OR A SLEDGEHAMMER ON THE CONSTRUCTION SITE.
- FRANK LLOYD WRIGHT

123. 3. MAKE
CONNECTIONS,
SHARE SUCCESS

124. FIND WHERE YOU CAN CONNECT
@PolicyLabUK @OpenPolicyUK

125. PARTNER
PILOT(PROTOTYPE)
PUBLICIZE

126. YOU ARE GOING TO HELP THIS SHIFTHAPPEN
SOONER THAN LATER. THE PEOPLE IN THIS
ROOM CAN BE ON THE LEADING EDGE OF A
PROFOUND TRANSFORMATION FOR PUBLIC
DESIGN AND INNOVATION…

127. TWO LASTSTORIES

128. THE STORYOF
CITIZEN
EXPERIENCE

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

130. CITIZEN EXPERIENCE IS A BRIDGEhttp://www.flickr.com/photos/gilderic/5774989553

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

132. YOU CAN HELP

133. PUTDESIGN TO WORK
http://citizenexperience.com

134. HELP REIMAGINE GOVERNMENT
http://www.flickr.com/photos/althouse/269601063

135. AND CREATE A CULTURE OF OPPORTUNITY
http://www.flickr.com/photos/libertinus/3501511323

136. I NEED YOUR HELP FOR THIS LASTSTORY

137. IT’S THE STORYOF STARTING
SOMETHING HERE…ABOUTPLANTING
SEEDS THATWILLGROW INTO STARS

139. 123

140. Thanks @raqsilvestre

141. YOU WILLGIVE LIGHTTO NOT ONLYTO PORTUGAL, NOTONLYTO EUROPE, BUTTHE WHOLE WORLD…
I HOPE YOU CONSIDER SHINING SOME OF THATLIGHTON THE CITIZEN EXPERIENCE.

142. OBRIGADO
MERCI BIEN
GRACIAS
DZIĘKUJĘ
DANKE
THANK YOU.

143. Keep in touch!
Jess McMullin
The Centre for Citizen Experience
@jessmcmullin
jess AT ctzn DOT ca
http://citizenexperience.org

144. Many thanks to the following great folks
who helped make this talk better.
» Mayor 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
» Municipality of Zapopan
» All the great Flickr users who share Creative Commons photos
ACKNOWLEDGEMENTS

145. Usability in Government Systems: UX Design for Citizens & Public Servants
P.S.
There’s a book about UX & Government
And I wrote a chapter in it…