1) The document discusses using design thinking and citizen experience design to transform government. It argues that applying the tools used in customer experience design to citizen experience can improve public services and policymaking.
2) It outlines six ways of working that unlock the power of design: possibility, observation, systems thinking, visualization, iteration, and co-design.
3) The speaker advocates for three areas of focus: designing for service to improve public services; designing for policy to shift organizational decision-making; and designing for change to see systems and change systems through a service architecture framework.
100. “ 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.”
DIGITALSERVICES CONSULTATION
184. “ 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.”
DIGITALSERVICES CONSULTATION
220. Jess McMullin
Centre for Citizen Experience
jess AT ctzn.ca
www.citizenexperience.org
twitter.com/jessmcmullin
221. No deje de completar su evaluación online
isa.ixda.org/encuesta
¡Muchas gracias!
Designing Government
@jessmcmullin
222. Many thanks to the following great folks who
helped make this talk better.
» Councilor Don Iveson, his staff & the City of Edmonton
» City of Vancouver,Transportation Planning
» Government of British Columbia, Ministry of Citizens’ Services and Open
Government, Citizen Engagement Branch & UXBC.
» Heather McMullin, Harry Max,Victor Lombardi, Ashley Casovan,
Kes Sampanthar, Francisco Garcia
» All the great Flickr users who shared Creative Commons photos!
ACKNOWLEDGEMENTS