One of the opening keynotes for Civic Design Camp in Toronto...

1. BIG PICTURE DESIGN
SYSTEMS, STRATEGY, POLICY, DELIVERY
Jess McMullin | Situ Strategy| @jessmcmullin | jess AT situ DOT org
Civic Design Camp| June 26, 2015 | Toronto

2. STARTMYOWN FIRM
FORTUNE 500
SILICON VALLEY
PITCH AGAINSTTHE BEST
WIN
BURN OUT
REBOOT.
YES, AND… (2015)

3. THE STATE OF GOVERNMENTTODAYhttp://www.flickr.com/photos/vgm8383/2034624215

4. The rising storm of complexity.

5. COMPLEXITYIMPACTS ALLOF US
Photo: Covenant Health www.covenanthealth.ca

6. Photo: CC:BY Parker Knight www.flickr.com/photos/rocketboom/

8. MULTIPLE GLOBALLYINTERCONNECTED REASONS FOR PRICE COLLAPSE

9. “ “
NONE OF US LIVE IN
ISOLATION FROM
THE IMPACTS OF AN
INCREASINGLY
COMPLEX WORLD.

10. COMPLEXITYIS FRACTAL

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

12. Aging Population = More Demand For Services
Rising Retirement = Smaller Workforce
THE DEMOGRAPHIC
PARADOX THATWILL
DEFINETHE NEXT
DECADES.
HOW DO WE CLOSE
THIS SERVICE GAP?

13. WE HAVE NO ALTERNATIVE BUTTO REINVENThttp://www.flickr.com/photos/whalt/175352360

14. BUCHANAN’S 4 ORDERS OF DESIGN
Graphic Industrial Interaction Systems

15. DESIGN TO MAKE A DIFFERENCE

16. WHATKIND OF DIFFERENCE?

17. MEANINGFULTO USERS
VALUABLETO ORGANIZATION
ITSHIPS

18. DESIGN
HUMAN-CENTRED

19. FOCUS ON
PEOPLE
ALLELSE
WILL
FOLLOW

20. ATLEASTTHAT’S
WHATWE TELL
OURSELVES…

21. FOCUS ON
PEOPLE
ALLELSE
MIGHT
FOLLOW

22. THREE
THINGS

23. DESIGN MATURITY
SERVICE ARCHITECTURE
THE VALUE OF DESIGN

24. DESIGN MATURITY

26. STYLE

27. STYLE

28. FUNCTION

29. PROBLEM SOLVINGhttp://www.flickr.com/photos/akc77/4114250064

30. PROBLEM SOLVINGhttp://www.flickr.com/photos/14636434@N02

31. FRAMING – REDEFINING THE PROBLEM

32. FRAMING-REDEFINING THE PROBLEM

33. FRAMINGhttp://www.programs.alberta.ca/Contacts/Map.aspx?id=3277

34. REFRAMING OFTEN MEANS POLICYCHANGE

35. CALIFORNIA STATE READYRETURN

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

37. SERVICE ARCHITECTURE

38. A SIMPLE, PRACTICALTOOL

39. THE SERVICE ARCHITECTURE FRAMEWORK

40. ALEX MACLENNAN (LAST2.5 YEARS)

41. Tweet him @admaclennan
Do me a favour& give him
some love :)

42. 5 LAYERS

43. Service Architecture Framework

44. The Service
Architecture
Framework

48. CORRECTIVE LENSES FOR OUR ORGS &
OURSELVES

49. ZOOM IN AND OUT– DETAILS & BIG PICTURE

50. EXPERIENCE

51. TOUCHPOINTS

52. DELIVERY

53. FOUNDATIONS

54. MANDATE & CULTURE

55. MANDATE & CULTURE

56. Service Architecture Mapping

57. PRESTO IS GREAT, BUT…

58. HEALTHCARE.GOV

59. LANDLORDS & TENANTS

60. RESIDENTIALTENANCYACT
http://www.bclaws.ca/Recon/document/ID/freeside/00_02078_01

61. THE ACTDOESN’TSAYANYTHING ABOUTIT

62. SERVICE ARCHITECTURE
HELPS…

63. 1. ANTICIPATE
2. INFORM
3. DEFINE

64. THE VALUE OF DESIGN

65. HOW DOES DESIGN MATTER
TO THE OTHER PEOPLE YOU
WANTTO INVOLVE &
INFLUENCE?

66. YOU NEED TO UNDERSTAND
THEMJUSTLIKE YOU TRYTO
UNDERSTAND & EMPATHIZE
WITH YOUR USERS…

67. BASED ON “COSTJUSTIFYING USABILITY” 1ST EDITION BIAS & MAYHEW

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

69. THERE IS A GAP BETWEEN POLICY& DELIVERY

70. MADE UP STATISTIC
TIME…

71. 87%Of policymakers felt that their policies
were not implemented in the way that
they had envisioned or intended.

72. POLICYCONFUSION

73. POLICYALIGNMENT

74. POLICYCONNECTIONS

75. ALIGNING POLICYTO SERVICE DELIVERY

76. ALIGNING SERVICES & POLICYTO OUTCOMES
Service Delivery
Drives Outcomes

77. SO…

78. TO SUM UP:
COMPLEXITYDEMANDS CHANGE
DESIGN MATURITY ACROSS THE CONTINUUM FROM STYLE TO FRAMING
USE SERVICE ARCHITECTURE LENS TO ZOOM IN, ZOOM OUT
FOCUS ON THE VALUE OF DESIGN TO HELP CLOSE THE POLICY/DELIVERYGAP

79. FOR EVERYCOMPLEX PROBLEM,
THERE IS AN ANSWER THATIS
CLEAR, SIMPLE,
- H.L. Mencken
AND WRONG.

80. BUTBIG PICTURE DESIGN WILLHELP
YOU BE MORE RIGHT, MORE OFTEN, IN
OUR COMPLEX WORLD.

81. ITWILLHELP YOU
MAKE A BIGGER
DIFFERENCE

82. AND HELP GOVERNMENT
WORK BETTER FOR
PEOPLE

83. LET’S START
SOMETHING HERE
TODAY!

84. THANK YOU!

85. Jess McMullin
Situ Strategy
jess AT situ DOT org
citizenexperience.org | situ.org
twitter.com/jessmcmullin

86. Many thanks to the following great folks who
helped make this talk better
» Alex MacLennan, Blair Neufeld, Dominique Bohn, Ashley Johnston,
Rommel Agbay, Savannah Murphy, David Hume and all the BC team.
» Lou Rosenfeld and my fellow Rosenfeld Media Experts.
» Laura Wesley, Blaise Hébert, Sage Cram,Tanya Snook, Cornelius Rachieru
and the rest of the Ottawa crew. Long live #gcdesign
» All the great Flickr users who shared Creative Commons photos!
» Cyd Harrell, Dana Chisnell,Whitney Quesenberry, and all the other
citizen experience pioneers. Keep up the fight!
ACKNOWLEDGEMENTS