Whether they are websites, town hall meetings, or customer service counters, designing interfaces to government to work for real people requires both deep empathy and acute analytic skills. This session dives into some of the ways that local governments are starting to integrate a user-centered approach to delivering services — and what becomes possible when they do so. Watch the video online: http://www.youtube.com/watch?v=ZbdzGoiVku8&index=53&list=PL65XgbSILalWFStqV0z0N9pvftstJ8AAh Get involved with Code for America: www.codeforamerica.org/action

2. DESIGNING
FOR AND
WITH PEOPLE
JAY ANDERSON
Citizen Experience Manager
City of Colorado Springs !
KAREN BOYD
Citywide Communications Director
City of Oakland !
FRANCES BERRIMAN
Senior Engineer and Designer
Code for America !
JESS MCMULLIN
Principal
Centre for Citizen Experience
Moderator: Cyd Harrell

3. Start with needs.
• GDS Design Principle #1
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

4. Design with data.
• GDS Design Principle #3
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

5. Do the hard work
to make it simple.
• GDS Design Principle #4
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

6. Understand what
people need.
• USDS Digital Playbook, Play #1
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

7. Address the whole
experience from start
to finish.
• USDS Digital Playbook, Play #2
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

8. Make it simple and
intuitive.
• USDS Digital Playbook, Play #3
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

9. THEY DO SEEM LIKE GOOD WORDS.
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

10. How do we actually
integrate these
principles and plays
into software
development in local
government?
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

11. How do we actually
DO THIS? !
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

12. Where do we start? !
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

13. How do we make the
change last? !
CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL

14. Jay Anderson, City of Colorado Springs
@THE_JAY_CO

15. Karen Boyd, City of Oakland
Frances Berriman, Code for America
@KARENBOYD @PHAE

16. Jess McMullin,
Centre for Citizen Experience
@JESSMCMULLIN

17. CYD HARRELL, UX EVANGELIST | CODE FOR AMERICA | @CYDHARRELL