How do we address increasing amounts of information created through government transparency, innovation, and open government? This talk shares 3 specific approaches to help public servants, open government hackers, and civic designers help get the most value from our information investments. Opening address at the 2nd International Conference on Transparency and Digital Innovation hosted by ITEI Jalisco in Guadalajara Mexico.

1. THE EXPERIENCE OF INFORMATION
2º Congreso Internacional de Transparencia 2013 | December 5, 2013 | Guadalajara, Mexico
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin | jess AT ctzn DOT ca

2. MUCHAS GRACIAS!

3. WE ARE SEEING MORE SUCCESSES
IN OPEN GOVERNMENT,
TRANSPARENCY, & INNOVATION

4. BRITISH COLUMBIA

5. USA

6. CANADA

7. UK

8. ITEI

9. MEXICO

10. CAMPUS PARTY TECH FESTIVAL (BRASIL)
Photo: National Post Photo http://news.nationalpost.com/2013/01/31/hackers-and-geeks-camp-en-masse-at-a-hackaton-and-tech-festival-in-brazil/

11. COMING TO ZAPOPAN IN 2014!
Photo: National Post Photo http://news.nationalpost.com/2013/01/31/hackers-and-geeks-camp-en-masse-at-a-hackaton-and-tech-festival-in-brazil/

12. THE OPEN DATA CENSUS

13. INNOVATION
TRANSPARENCY
OPEN GOVERNMENT

14. SUCCESS!
Photo: Sebastien Wiertz CC:BY http://www.flickr.com/photos/wiertz/5624281846

16. INFORMATION

17. INFORMATION
Iceberg Photo: Rita Willaert CC:BY http://www.flickr.com/photos/rietje/76566707
Iceberg Illustration: Dassault Systemes http://www.wired.com/wiredscience/2011/08/iceberg-towing-drinking-water/

18. CONGRATULATIONS!

19. THE CHALLENGE OF SUCCESS

20. HOW DOES ALL
THIS INFORMATION
FEEL TO USERS?

21. A BRIEF
DEMONSTRATION

23. Photo: Ian Murphy C:BY http://www.flickr.com/photos/malico/2917576750

24. Photo: Ian Murphy C:BY http://www.flickr.com/photos/malico/2917576250

25. OVERLOAD CAUSES CONFUSION AND FRUSTRATION

26. WEBSITE REDUCTION

27. INFORMATION OVERLOAD
REDUCES THE VALUE OF INFORMATION,
BECAUSE IT REDUCES THE USE OF
INFORMATION.

28. SO
HOW DO WE GET MORE
VALUE FROM OUR
INFORMATION
INVESTMENTS?

29. VALUE
CENTRED
DESIGN

30. Information
Value
Use

31. KEY PRINCIPLE:
UNDERSTAND
EXPERIENCE TO
GENERATE VALUE

32. WE NEED TO DESIGN FOR THE
EXPERIENCE OF INFORMATION
IN BOTH POLICY & IMPLEMENTATION

33. THREE
THINGS

34. 1. UNDERSTAND PEOPLE
2. CREATE STRUCTURE
3. SHOW CONTEXT

35. UNDERSTAND PEOPLE
TO UNDERSTAND VALUE AND PRIORITIES

36. HUMAN-CENTRED
DESIGN

37. FOCUS ON
PEOPLE
TO FIND
FOCUS
FOR YOUR
INFORMATION

38. WHO, WHAT, AND WHY
MARKET & DESIGN RESEARCH
CREATE COMMON GROUND

39. WHO, WHAT, WHY

41. WHAT MATTERS?
Photo: Jorge Franganillo CC:BY http://www.flickr.com/photos/franganillo/3554010670

42. Photo Reilly Butler CC:BY SA http://www.flickr.com/photos/r-butler/5037662197
GAINING INSIGHT

43. MARKET RESEARCH
Photo: City of Seattle Community Tech CC:BY http://www.flickr.com/photos/67840815@N05/8744059137

44. SURVEYS

45. VS. DESIGN RESEARCH

46. JUNGLE
OR ZOO?

47. Photo: Tambako the Jaguar CC:BY ND http://www.flickr.com/photos/tambako/634249708

48. Photo: Steve Wilson CC:BY http://www.flickr.com/photos/pokerbrit/9156072460

49. WELCOME TO THE JUNGLE

50. THERE’S A JUNGLE INSIDE OUR ORGANIZATIONS TOO

51. WHAT PEOPLE SAY VS. WHAT PEOPLE DO
Photo: Lizzi279 CC:BY http://www.flickr.com/photos/73458457@N07/9343739675

52. ID

53. ID

54. EMPLOYEE INTRANET

55. TRANSIT

56. CODESIGN

57. CREATE COMMON GROUND

58. TOUCHSTONE

59. FINDING PATTERNS

60. PROFILES

61. PROFILE

62. MAP THE CITIZEN JOURNEY

63. CLIENT JOURNEY MAP

64. MENTAL MODEL

66. POLICY CONFLICT

67. POLICY ALIGNMENT

68. POLICY CONNECTION

69. ALIGNING POLICY TO SERVICE DELIVERY

70. Service Delivery
Drives Outcomes
ALIGNING SERVICES TO OUTCOMES

71. 1
» Who, What, Why
» Gain Insight: Go Beyond
Market Research to
understand behaviour
and expectations
» Model Needs to create
clear policy connection
UNDERSTANDING PEOPLE

72. CREATE STRUCTURE
TO CREATE CONFIDENCE

73. CONFIDENCE COMES FROM REALITY ALIGNING WITH
OUR PREDICTIONS ABOUT THE WORLD…

74. THREE KINDS OF STRUCTURE

75. INFORMATION+METADATA
INFORMATION+NAVIGATION
INFORMATION AS A SERVICE

76. METADATA

77. METADATA
Photo: xmacex CC:BY SA http://www.flickr.com/photos/xmacex/8262079465

79. MACHINE READABLE API

80. INFORMATION ARCHITECTURE
Photo: INPIVIC CC:BY http://www.flickr.com/photos/inpivic/5205918163

81. NAVIGATION
Photo: Kevin Cole CC:BY http://www.flickr.com/photos/kevcole/3008821023

82. NAVIGATION FOR PEOPLE
Photo: Bruce McAdam CC:BY SA http://www.flickr.com/photos/bruce_mcadam/2912761765

83. NAVIGATING COMPLEX INFORMATION

84. NOT ONLY NAVIGATING DIGITAL
INFORMATION, BUT THE OVERALL
SYSTEM OF GOVERNMENT

85. INFORMATION AS A SERVICE

90. PROVIDE STRUCTURE ACROSS CHANNELS

91. WORLD
CLASS
SERVICE
DESIGN

92. 2
» Metadata
» Navigation
» Information as a Service
CREATE STRUCTURE

93. SHOW CONTEXT
TO MAKE MEANING
3

94. IT IS CONTEXT THAT
HELPS US UNDERSTAND
AND DEFINE MEANING

96. EXPLAIN POLICY PRIORITIES
USE VISUALIZATION
TELL STORIES

97. SHOW CLEAR PRIORITIES

98. IF YOU HAVE A PREFERENCE, TELL PEOPLE

99. Photo: Mike Baird CC:BY http://www.flickr.com/photos/mikebaird/3898808431

100. Phtoo: Chauncey Davis 818 CC:BY http://www.flickr.com/photos/chaunceydavis/2325831058

101. VISUAL THINKING

102. IDEAS
NOT ART

103. INFOGRAPHICS

104. DATA VISUALIZATION
Visualization: Jon Gosier CC:BY http://www.flickr.com/photos/ww4f/4592947558

105. TELL STORIES

106. BLIGHTSTATUS & CITY OF NEW ORLEANS
Photos Courtesy of Civic Industries.

108. BLIGHT IS A PROBLEM IN MANY AREAS

110. CITIZENS ARE IDENTIFYING BLIGHT

111. AND THE CITY IS WORKING TO CLEAN UP

112. CITY HALL KNEW WHAT IT WANTED

114. THE TEAM WENT TO NOLA NEIGHBORHOODS

115. COMMUNITIES MAPPED BLIGHT THEMSELVES

116. ?
THE REAL PROBLEM WAS FEEDBACK

117. USER RESEARCH UNLOCKED INSIGHTS

124. 3
SHOW CONTEXT
» Explain Policy Priorities
» Use Visualization
» Tell Stories

125. UNDERSTAND PEOPLE
CREATE STRUCTURE
SHOW CONTEXT

126. Information
Value
+
Meaning
Use

127. MANAGE THE INFORMATION FLOOD
Photo: Perry McKenna CC:BY http://www.flickr.com/photos/63567936@N00/4181042889

128. WHO WILL HELP NAVIGATE?
Photo: Bruce McAdam CC:BY SA http://www.flickr.com/photos/bruce_mcadam/2913601494

129. I NEED YOUR HELP FOR
THIS LAST STORY…

130. PLEASE GET OUT YOUR MOBILE PHONE

132. 1… 2… 3…

134. Photo: Nimish Gogri CC:BY http://www.flickr.com/photos/gogri/7927333264

135. THANK YOU! MUCHAS GRACIAS!

136. Jess McMullin
Centre for Citizen Experience
Jess AT ctzn DOT ca
citizenexperience.com (.org coming soon!)
twitter.com/jessmcmullin

137. Many thanks to the following great folks who
helped make this talk better
» ITEI, Sandra Elisa de Dios & Francisco Garcia Gallegos, LDCG
» Cyd Harrel, Code for America, Alex Pandel, and Civic Industries
» Alex MacLennan, Blair Neufeld, Dominique Bohn, Ashley Johnston,
Rommel Agbay and the rest of the BC team. You rock.
» Lou Rosenfeld and the Rosenfeld Media Experts
» The IA Institute, with special props to Andrea Resmini
» All the great Flickr users who shared Creative Commons photos!
ACKNOWLEDGEMENTS

138. IA INSTITUTE

139. SERVICE DESIGN NETWORK