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Big Picture Design: Systems, Strategy, Policy, Delivery

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One of the opening keynotes for Civic Design Camp in Toronto...

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Big Picture Design: Systems, Strategy, Policy, Delivery

  1. 1. BIG PICTURE DESIGN SYSTEMS, STRATEGY, POLICY, DELIVERY Jess McMullin | Situ Strategy| @jessmcmullin | jess AT situ DOT org Civic Design Camp| June 26, 2015 | Toronto
  2. 2. STARTMYOWN FIRM FORTUNE 500 SILICON VALLEY PITCH AGAINSTTHE BEST WIN BURN OUT REBOOT. YES, AND… (2015)
  3. 3. THE STATE OF GOVERNMENTTODAYhttp://www.flickr.com/photos/vgm8383/2034624215
  4. 4. The rising storm of complexity.
  5. 5. COMPLEXITYIMPACTS ALLOF US Photo: Covenant Health www.covenanthealth.ca
  6. 6. Photo: CC:BY Parker Knight www.flickr.com/photos/rocketboom/
  7. 7. MULTIPLE GLOBALLYINTERCONNECTED REASONS FOR PRICE COLLAPSE
  8. 8. “ “ NONE OF US LIVE IN ISOLATION FROM THE IMPACTS OF AN INCREASINGLY COMPLEX WORLD.
  9. 9. COMPLEXITYIS FRACTAL
  10. 10. UNFORTUNATELY, IT’S GOING TO GETEVEN HARDER.
  11. 11. Aging Population = More Demand For Services Rising Retirement = Smaller Workforce THE DEMOGRAPHIC PARADOX THATWILL DEFINETHE NEXT DECADES. HOW DO WE CLOSE THIS SERVICE GAP?
  12. 12. WE HAVE NO ALTERNATIVE BUTTO REINVENThttp://www.flickr.com/photos/whalt/175352360
  13. 13. BUCHANAN’S 4 ORDERS OF DESIGN Graphic Industrial Interaction Systems
  14. 14. DESIGN TO MAKE A DIFFERENCE
  15. 15. WHATKIND OF DIFFERENCE?
  16. 16. MEANINGFULTO USERS VALUABLETO ORGANIZATION ITSHIPS
  17. 17. DESIGN HUMAN-CENTRED
  18. 18. FOCUS ON PEOPLE ALLELSE WILL FOLLOW
  19. 19. ATLEASTTHAT’S WHATWE TELL OURSELVES…
  20. 20. FOCUS ON PEOPLE ALLELSE MIGHT FOLLOW
  21. 21. THREE THINGS
  22. 22. DESIGN MATURITY SERVICE ARCHITECTURE THE VALUE OF DESIGN
  23. 23. DESIGN MATURITY
  24. 24. STYLE
  25. 25. STYLE
  26. 26. FUNCTION
  27. 27. PROBLEM SOLVINGhttp://www.flickr.com/photos/akc77/4114250064
  28. 28. PROBLEM SOLVINGhttp://www.flickr.com/photos/14636434@N02
  29. 29. FRAMING – REDEFINING THE PROBLEM
  30. 30. FRAMING-REDEFINING THE PROBLEM
  31. 31. FRAMINGhttp://www.programs.alberta.ca/Contacts/Map.aspx?id=3277
  32. 32. REFRAMING OFTEN MEANS POLICYCHANGE
  33. 33. CALIFORNIA STATE READYRETURN
  34. 34. POLICYIS THE DECISION DNA OF ORGShttp://www.flickr.com/photos/wheatfields/2073336603
  35. 35. SERVICE ARCHITECTURE
  36. 36. A SIMPLE, PRACTICALTOOL
  37. 37. THE SERVICE ARCHITECTURE FRAMEWORK
  38. 38. ALEX MACLENNAN (LAST2.5 YEARS)
  39. 39. Tweet him @admaclennan Do me a favour& give him some love :)
  40. 40. 5 LAYERS
  41. 41. Service Architecture Framework
  42. 42. The Service Architecture Framework
  43. 43. CORRECTIVE LENSES FOR OUR ORGS & OURSELVES
  44. 44. ZOOM IN AND OUT– DETAILS & BIG PICTURE
  45. 45. EXPERIENCE
  46. 46. TOUCHPOINTS
  47. 47. DELIVERY
  48. 48. FOUNDATIONS
  49. 49. MANDATE & CULTURE
  50. 50. MANDATE & CULTURE
  51. 51. Service Architecture Mapping
  52. 52. PRESTO IS GREAT, BUT…
  53. 53. HEALTHCARE.GOV
  54. 54. LANDLORDS & TENANTS
  55. 55. RESIDENTIALTENANCYACT http://www.bclaws.ca/Recon/document/ID/freeside/00_02078_01
  56. 56. THE ACTDOESN’TSAYANYTHING ABOUTIT
  57. 57. SERVICE ARCHITECTURE HELPS…
  58. 58. 1. ANTICIPATE 2. INFORM 3. DEFINE
  59. 59. THE VALUE OF DESIGN
  60. 60. HOW DOES DESIGN MATTER TO THE OTHER PEOPLE YOU WANTTO INVOLVE & INFLUENCE?
  61. 61. YOU NEED TO UNDERSTAND THEMJUSTLIKE YOU TRYTO UNDERSTAND & EMPATHIZE WITH YOUR USERS…
  62. 62. BASED ON “COSTJUSTIFYING USABILITY” 1ST EDITION BIAS & MAYHEW
  63. 63. YOU CAN USE AN ERASER ON THE DRAFTING BOARD OR A SLEDGEHAMMER ON THE CONSTRUCTION SITE. - FRANK LLOYD WRIGHT
  64. 64. THERE IS A GAP BETWEEN POLICY& DELIVERY
  65. 65. MADE UP STATISTIC TIME…
  66. 66. 87%Of policymakers felt that their policies were not implemented in the way that they had envisioned or intended.
  67. 67. POLICYCONFUSION
  68. 68. POLICYALIGNMENT
  69. 69. POLICYCONNECTIONS
  70. 70. ALIGNING POLICYTO SERVICE DELIVERY
  71. 71. ALIGNING SERVICES & POLICYTO OUTCOMES Service Delivery Drives Outcomes
  72. 72. SO…
  73. 73. TO SUM UP: COMPLEXITYDEMANDS CHANGE DESIGN MATURITY ACROSS THE CONTINUUM FROM STYLE TO FRAMING USE SERVICE ARCHITECTURE LENS TO ZOOM IN, ZOOM OUT FOCUS ON THE VALUE OF DESIGN TO HELP CLOSE THE POLICY/DELIVERYGAP
  74. 74. FOR EVERYCOMPLEX PROBLEM, THERE IS AN ANSWER THATIS CLEAR, SIMPLE, - H.L. Mencken AND WRONG.
  75. 75. BUTBIG PICTURE DESIGN WILLHELP YOU BE MORE RIGHT, MORE OFTEN, IN OUR COMPLEX WORLD.
  76. 76. ITWILLHELP YOU MAKE A BIGGER DIFFERENCE
  77. 77. AND HELP GOVERNMENT WORK BETTER FOR PEOPLE
  78. 78. LET’S START SOMETHING HERE TODAY!
  79. 79. THANK YOU!
  80. 80. Jess McMullin Situ Strategy jess AT situ DOT org citizenexperience.org | situ.org twitter.com/jessmcmullin
  81. 81. 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, and all the other citizen experience pioneers. Keep up the fight! ACKNOWLEDGEMENTS

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