GROWING GOVERNMENT DESIGN CAPABILITY Jess McMullin | The Centre for Citizen Experience | @jessmcmullin | jess@ctzn.ca

Code for America Summit | September 25th, 2014 | San Francisco

UX SINCE 1996

2003

2009

A QUESTION

WHAT HAPPENS IF WE THINK ABOUT CITIZEN EXPERIENCE WITH THE SAME DESIGN TOOLS WE USE FOR CUSTOMER EXPERIENCE? WHERE WOULD THAT TAKE US?

I’M INCREDIBLY LUCKY TO WORK CLOSELY WITH THE CENTRAL SERVICE DESIGN TEAM INSIDE THE GOVERNMENT OF BRITISH COLUMBIA.

THE BC PUBLIC SERVICE IS DOING AMAZING, INNOVATIVE THINGS WITH DESIGN IN GOVERNMENT.

BC SERVICES CARD

FIELD RESEARCH

FINDING PATTERNS

CODESIGN WORKSHOPS

EXPLORE NEW SERVICE CONCEPTS

PROTOTYPE NEW SERVICE CONCEPTS

DOCUMENTING SERVICE CONCEPTS

DIGITAL SERVICES CONSULTATION

“ That means government must carefully consider how to design services that truly add value for people...Simply having a digital service does not equal efficiency.""Understanding and delivering value to the public is where we must begin.”

DIGITAL SERVICES CONSULTATION

NOW HUNDREDS OF THOUSANDS OF CITIZENS HAVE THE NEW CARD

AND NEW KINDS OF SERVICE INNOVATION ARE POSSIBLE.

THREE LESSONS

1. BUILD FROM THE CORE 2. INVEST IN SKILLS

3. DESIGN BEYOND DIGITAL

BUILD FROM THE CORE START SMALL 1

SMALL TEAM

WITH PARTNERS (INSIDE AND OUTSIDE THE ORG)

EXECUTIVE MANDATE

CITIZENS @ THE CENTRE

BUILD ON SMALL SUCCESSES

STEPPING STONES Photo: CC: BY Pauli Carmody

https://www.flickr.com/photos/-macjasp/14100376082

» Small Team+Partners » Executive Mandate » Start Small and Build on

Successes

BUILD FROM THE CORE

1

INVEST IN SKILLS 2 FOR THE REST OF THE ORGANIZATION

RESOURCES

A UX LIBRARY FOR ALL DEPARTMENTS

BC UX TOOLBOX

PROVIDE DIRECTION

BC DIGITAL SERVICES STRATEGY @admaclennan

TRAINING

PROJECTS

» Resources » Provide Direction » Training » Projects 2

INVEST IN SKILLS

DESIGN BEYOND DIGITAL 3 FROM PIXELS TO POLICY

There’s more to government innovation than digital.

THE HEART OF PUBLIC INNOVATION: TRANSLATE CITIZEN NEEDS

INTO GOVERNMENT CAPABILITIES.

THE SERVICE ARCHITECTURE FRAMEWORK

ALEX MACLENNAN (LAST 2 YEARS)

5 LAYERS

Service Architecture Framework (Early Draft)

USE DIGITAL AS AN ON-RAMP

SOME EXAMPLES » Domestic Violence Policy » Landlord / Tenant Disputes » Business Case for Common Payment

» Service Architecture » From Experience to

Interface to Operations & Infrastructure to Policy & Legislation

» Use Digital as On-Ramp 3 DESIGN BEYOND DIGITAL

1. BUILD FROM THE CORE 2. INVEST IN SKILLS

3. DESIGN BEYOND DIGITAL

TRANSFORM THE CITIZEN EXPERIENCE

THANK YOU!

Jess McMullin Centre for Citizen Experience jess AT ctzn DOT ca www.citizenexperience.org twitter.com/jessmcmullin

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, Dan Willis and all

the other citizen experience pioneers. Keep up the fight!

ACKNOWLEDGEMENTS