When designing human services solutions used by millions of international users, the project team becomes increasingly complex, requiring the designer's role to adapt throughout the product lifecycle. Charlyne Lefebvre-Paillé will share the collaborative journey of her design team at IBM Watson Health to deliver a sustainable and adaptable solution for government agencies, supporting their millions of citizens to apply for and manage their social programs and benefits. Become a member! https://www.service-design-network.org Follow us on Twitter: https://twitter.com/sdnetwork Or on LinkedIn: https://www.linkedin.com/company/2933277 Like us on Facebook: https://www.facebook.com/ServiceDesignNetwork/ Behind-the-scenes on Instagram: https://www.instagram.com/servicedesignnetwork/

1. Allô!
Hi!
–

2. IBM Watson / © 2019 IBM Corporation
64M
972
1950+
In GovHHS, at IBM Watson Health
Government Agencies
Citizens
Countries
Social Programs

3. Case Study: Access HRA
Proving an easier access
to food stamps and cash
assistance in NYC
–

4. IBM Watson / © 2019 IBM Corporation
3M
40K30K
SNAP applications
every month
New Yorkers served
SNAP
Recertifications
every month

5. Co-Design Workshop
DSS HRA, IBM, Accenture and Diona,
Summer 2017

6. IBM Watson / © 2019 IBM Corporation
Fail fast
Fail often

7. IBM Watson / © 2019 IBM Corporation
Failure
is not
an option
Fail fast
Fail often

8. The Public-Private Partnership
Client
Vendor 2
Vendor 4
Agency 1
Vendor 3
In-person XP
Software Solution
Customisation and
Implementation
Vendor 1 (You are here)
Quality Assurance
The new experience: In-person, on paper and online

9. IBM Watson / © 2019 IBM Corporation
?How can we align everyone
when the service design
is fragmented between
multiple agencies and vendors?

10. IBM Watson / © 2019 IBM Corporation
?How can we align everyone
when the service design
is fragmented between
multiple agencies and vendors?
Align with measurable HILLS,
Based on everyone’s
Key Business Results.
WHO
WHAT
WOW (Measurable)
A New Yorker
can find, apply for and manage
social programs from any devices,
anytime, anywhere.
Who
What
Wow
!

11. to Components Library
Templates
Monolith
Design System
based offering
Design and Coding
Rationale & Guidelines

12. Shadowing users at SNAP Center,
Brooklyn, NYC, July 2019
User
Research
40+ Users Shadowed
10+ Interviews
20+ Scenario Testing

13. IBM Watson / © 2019 IBM Corporation
!
Needs and Issues
solved by IBM before first
release to NYC HRA
116

14. IBM Watson / © 2019 IBM Corporation
!
Needs and Issues
solved by IBM before first
release to NYC HRA
WHO
WHAT
WOW (Measurable)
116
Source: Systems Sciences Institute at IBM
Research
and Design
Development
and Testing
Post-Release
Maintenance
1$
15$ 100$
Relative cost of fixing
defects

15. Prototype testing session with Outreach
Workers, NYC, October 2017
Design
Thinking
Iterative Approach
Co-Design Workshops
Prototyping, etc.

16. IBM Watson / © 2019 IBM Corporation
Support vulnerable
New Yorkers
+ Move to digital
Reduce foot traffic in centers
+ Move to digital
Online applications
and recertifications
40,198
33,421
2019
2018
In-person center visits
54%From
Last year
Support vulnerable
New Yorkers
+ Move to digital
Case closures due to non
submission of periodic
report.
50%From
Last year

17. Access HRA
NYC DSS Administration
Lauren Aaronson, Deputy
Commissioner Rebecca Kirchheimer,
IBM Watson Health, Accenture, Diona & KPMG
ISM, APHSA, 2019
“Best Use of Technology for Customers”

18. IBM Watson / © 2019 IBM Corporation
WHO
WHAT
WOW (Measurable)
humbly making an impact on
the life of millions of users.
investing your time and
creativity on a good cause.

19. Merci!
Thank you!
–
Charlyne Lefebvre-Paillé
@charlefpai