Adam

Adam, 44, has been overseeing the country’s mental health services for over 10 years and is now director for an even larger team. He is an avid runner and uses twitter to share his running updates. He cares deeply about designing patient-centered services. He has a PA and a very busy schedule. He is involved with service design at a policy level and is connected to a few key players in the UK design sector.

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Director for Health & Social Care Integration Scottish Government

“My goal is to rework government health operations to that there are feedback loops to help us lean more about patient need. I am securing a budget and the political good will to get this approach implemented.”

@redjotter // @lulumickelson // #SDGC15

Melody

Melody, 23, is passionate about taking on the world’s big problems. She is an avid chef and loves going to the local farmers’ market with her black lab, Lola. Melody took a design thinking class in college and thinks that some of the tools could help improve the very apparent problems in her agency. Melody’s boss is tentatively supportive of new ideas, but also thinks Melody should focus on her current duties.

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Fellow with the Department of Education California State Government

“It feels risky brining in fresh ideas as a new government employee. Often, I need to prep designers before they take a meeting at my office to ensure they don’t use jargon that alienates my supervisor.”

@redjotter // @lulumickelson // #SDGC15

Veronica

Veronica, 55, is a mother of four with an almost lifelong career in the public sector. She has participated in successful, high-level initiatives, but has also witnessed projects fall victim to bureaucracy and shifting priorities. Veronica was recently appointed to an exciting leadership role and is looking for methods to improve the services she oversees. She is wary of taking big risks and likes using data to solve problems.

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Deputy Commissioner for TransportationNew York City Government

“There are always new philosophies for how to make government work better, but I am looking for real results. Before I embrace a new approach, I need to know it really works.”

@redjotter // @lulumickelson // #SDGC15

Pria

Pria, 28, went to graduate school for design and has worked at her firm for three years. She is an avid photographer and helps instruct art at a local school. Pria has been instrumental in setting up a project with the firm’s first public sector client. She is under a lot pressure to ensure that the venture succeeds but is also getting instructions from her bosses to put the firm’s finances and reputation first.

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ERJunior DesignerSmall Private Design Firm

“I believe that design has a huge role to play in government, but at times I am not sure that government is ready. There is so much red tape and compromise. It can be really frustrating.”

@redjotter // @lulumickelson // #SDGC15

Jason

Jason, 63, has grown his design firm over many decades. He travels often for work but tries to spend his Sundays gardening at home. His firm has advised governments across the globe on user design and service delivery methods, but he is very familiar with how challenging it can be to make a lasting impact on both high-level policy and on-the-ground service delivery.

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EROwner & Lead DesignerLarge Private Design Firm

“I enjoy grappling with government challenges, but I only get involved as an advisor. I know that many of the projects I assist with never get implemented, but I hope I can at least introduce a new way of thinking.”

@redjotter // @lulumickelson // #SDGC15

Sean

Sean, 32, is an established service designer with a great idea for a new service delivery approach for local government. But he is struggling to gain traction with his contacts in the public sector and does not have a strong grasp of how government operates. Sean is glued to his phone and loves connecting with people online. He recently published an opinion piece outlining his new idea and is finally making some headway.

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ERService DesignerFreelance

“As a citizen and a designer, I want to help make my city better. It is so ridiculous that it has taken me almost a year to get a meeting with the right person in government.”

@redjotter // @lulumickelson // #SDGC15

Designer, you give the keynote at a conference to a packed room of government officials. They are inspired and enthused by the stories and approaches you’ve shared. When it comes to the Q&A, a member of the audience raises their hand and asks you this question… “Where is the quantitative evidence that this approach works. Can you tell us about your most successful return on investment?” Now, you’re talking one-on-one with the government official who asked that question following the conference.

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1Designer, you receive this email:

Now, you’re having an initial meeting with this government official about potential opportunities.

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@redjotter // @lulumickelson // #SDGC15

You were recommended as a mover and shaker in the field of design. I have recently been recruited to oversee a strategic reorganization of our agency. It was suggested, that at the very early stages of this project, it might be useful to make contact to get a greater sense of the approach and offer from your agency. I am having similar conversations with existing organizational relationships, but am extending my reach. I appreciate that you may be very busy but if you could find some time to meet, I prefer face to face, then that would be excellent.

In a group of three, please act out each of the following scenarios, where one person is a designer, one a government employee, and one an active listener. Rotate roles for each scenario.

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Designer, you receive this email after a long chain of correspondence, hours of effort, and four meetings over the course of one year:

Thank you for your proposal and discussing these approaches with us. I’ve raised this with my colleague but at the moment we do not have a work specification or business need for what you are proposing.

As you are aware, we have a transformation program which is looking at our internal process-es, culture and strategy. This work has been in development over the past year and we have a team working on embedding this in the Council. I will forward your proposal to them for their view and we will get back to you if the approach fits with our existing program. As explained when we met, if a business need is identified then a work specification would need to be prepared which would go through our procurement process. Should this happen, we will let you know. If you check our website there might be opportunities for service specific projects similar to

other projects your agency has happened.

Now, you are meeting with this government official with the hopes of better understanding why the project fell apart.

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@redjotter // @lulumickelson // #SDGC15

Thank you for your proposal and discussing these approaches with us. I’ve raised this with my colleague but at the moment we do not have a work specification or business need for what you are proposing.

As you are aware, we have a transformation program which is looking at our internal processes, culture and strategy. This work has been in development over the past year and we have a team working on embedding this in the Council. I will forward your proposal to them for their view and we will get back to you if the approach fits with our existing program. As explained when we met, if a business need is identified then a work specification would need to be prepared which would go through our procurement process. Should this happen, we will let you know. If you check our website there might be opportunities for service specific projects like other projects your agency has worked on.