How Citizen Experience Can Transform Public Sector Service Delivery and Policymaking through the Power of Design. TEDxPennQuarter talk Oct. 18, 2011 in Washington, DC

1. REINVENTING GOVERNMENT
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin
citizenexperience.com

2. WHY I’M HERE
TODAY

3. THE STATE OF GOVERNMENT TODAY
http://www.flickr.com/photos/vgm8383/2034624215

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

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

6. WE HAVE NO ALTERNATIVE BUT TO REINVENT
http://www.flickr.com/photos/whalt/175352360

7. HOW?

8. ONE PIECE OF THE PUZZLE

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

10. CITIZEN
EXPERIENCE

11. SO, WHAT IS
CITIZEN
EXPERIENCE?

12. THE CITIZEN EXPERIENCE BELL CURVE

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

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

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

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

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

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

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

20. SO HOW DO WE CHANGE
THE CITIZEN EXPERIENCE?

21. CUSTOMER
EXPERIENCE
DESIGN

22. CITIZEN
EXPERIENCE
DESIGN

23. WHAT IS DESIGN?

24. FRAMING-REDEFINING THE PROBLEM

25. CITIZEN EXPERIENCE DESIGN
IMPROVES BOTH SERVICE DELIVERY & POLICYMAKING
USING STYLE, FORM & FUNCTION, PROBLEM SOLVING &
FRAMING.

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

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

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

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

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

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

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

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

34. CITIZEN EXPERIENCE DESIGN
CREATES COMMON GROUND FOR
GROUP DECISIONS, THE DECISIONS
WE NEED TO MAKE TOGETHER
TO REINVENT GOVERNMENT.

35. YOU CAN TAP INTO THE
POWER OF DESIGN,
YOURSELF.

36. AND SO CAN
THE PUBLIC SECTOR.

37. TODAY I’M GOING TO SHOW
YOU SIX SIMPLE WAYS OF
WORKING THAT UNLOCK THE
POWER OF DESIGN.

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

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

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

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

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

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

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

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

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

47. THREE STORIES

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

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

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

56. BEYOND THE EVENING OPENHOUSE

57. GO WHERE PEOPLE ARE
Session with Stanley King, Co-Design Group

58. DESIGNING TOGETHER

59. DON IVESON & THE CITY OF EDMONTON
Video courtesy Councilor Don Iveson and the City of Edmonton

60. MEET COUNCILOR IVESON

76. ONE MORE STORY

77. THE STORY OF
CITIZEN
EXPERIENCE

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

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

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

81. YOU CAN HELP

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

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

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

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

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

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

88. HELP REINVENT GOVERNMENT, YOURSELF
http://www.flickr.com/photos/althouse/269601063

89. CITIZEN EXPERIENCE CAN HELP
http://www.flickr.com/photos/libertinus/3501511323

90. THANK YOU.

91. 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.
» Heather McMullin, Harry Max, Victor Lombardi, Ashley Casovan
and Kes Sampanthar
» All the great Flickr users who shared Creative Commons photos!
ACKNOWLEDGEMENTS

92. Keep in Touch!
Jess McMullin
The Centre for Citizen Experience
http://citizenexperience.com
jess AT ctzn DOT ca
http://twitter.com/jessmcmullin