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.
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Citizen Experience Design, UX Lisbon
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
13. A FUNDAMENTALQUESTION:
WHATHAPPENS IF WETHINK ABOUTCITIZEN EXPERIENCE
THE WAY WETHINK ABOUTCUSTOMER EXPERIENCE?
HOW CAN DESIGN HELP THE PUBLIC SECTOR
WORK BETTER FOR PEOPLE?
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
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
67. Improved outcomes for stakeholders & government
Service Delivery Costs
THE KEYPROMISE:
CITIZEN EXPERIENCE
DESIGN CAN HELP
LOWER COSTS AND
IMPROVE OUTCOMES
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.
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…
141. YOU WILLGIVE LIGHTTO NOT ONLYTO PORTUGAL, NOTONLYTO EUROPE, BUTTHE WHOLE WORLD…
I HOPE YOU CONSIDER SHINING SOME OF THATLIGHTON THE CITIZEN EXPERIENCE.
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…