UXCamp Ottawa 2013 talk sharing how to do design that makes a difference, especially in government and the public sector. Introduces service architecture framework to help designers and public servants think about larger service delivery system beyond the direct service experience.

1. THE 5 LAYERS OF SERVICE ARCHITECTURE
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin | jess@ctzn.ca

3. DESIGN TO MAKE A DIFFERENCE:
BEYOND UX UNICORNS
Jess McMullin | The Centre for Citizen Experience | @jessmcmullin | jess@ctzn.ca

4. THANKS FOR HAVING ME BACK :)!

5. COOL THINGS ARE HAPPENING!

6. THREE
THINGS

7. DESIGN TO MAKE A DIFFERENCE
BEYOND UX UNICORNS
A SIMPLE, PRACTICAL TOOL

8. DESIGN TO MAKE A DIFFERENCE

9. WHAT KIND OF DIFFERENCE?

10. MEANINGFUL TO USERS
VALUABLE TO ORGANIZATION
IT SHIPS

11. HUMAN-CENTRED
DESIGN

12. FOCUS ON
PEOPLE
ALL ELSE
WILL
FOLLOW

13. FOCUS ON
PEOPLE
ALL ELSE
MIGHT
FOLLOW

14. SO MAYBE WE NEED MORE THAN UX.
MAYBE WE NEED TO BECOME UX UNICORNS…

15. OR MAYBE NOT…

16. BEYOND UX UNICORNS

17. WHAT’S A UX UNICORN?

18. WHO IS A UX UNICORN?

19. Thanks Steve Truong!
@estebanated

21. Org
Product
Strategy Management
UX ?
Sphinx
UX
Design
Develop
UX Unicorn

22. DESIGN SPECIALISTS

23. +
DESIGN SPECIALISTS
Photo Ahmed Essmat CC:BY http://www.flickr.com/photos/ahmed_essmat/5673205089
Photo topher618 CC:BY http://www.flickr.com/photos/chrisrsnyder/2375219110

24. HOW CAN WE
THINK LIKE A
SPHINX?

26. BUSINESS
FLUENCY

27. CONCEPTUAL
FLUENCY

28. CULTURAL
FLUENCY

29. A SIMPLE, PRACTICAL TOOL

30. THE SERVICE ARCHITECTURE FRAMEWORK

31. ALEX MACLENNAN (LAST 18 MONTHS)

32. BLAISE HEBERT (FRIDAY!)

33. 5 LAYERS

34. Service Architecture Framework

35. Photo: Paul Stevenson CC:BY http://www.flickr.com/photos/pss/4876189045

36. INTERFACE

37. OPERATIONS

38. POLICY+STRATEGY

39. ORG STRUCTURE+INCENTIVES

40. LEGISLATION & REGULATION

41. Service Architecture Framework

42. Service Architecture Mapping

43. PRESTO IS GREAT, BUT…

44. HEALTHCARE.GOV

45. LANDLORDS & TENANTS

46. RESIDENTIAL TENANCY ACT
http://www.bclaws.ca/Recon/document/ID/freeside/00_02078_01

47. THE ACT DOESN’T SAY ANYTHING ABOUT IT

48. POLICY CONFUSION

49. SERVICE ARCHITECTURE ALIGNMENT

50. SERVICE ARCHITECTURE CONNECTIONS

51. ALIGNING POLICY TO SERVICE DELIVERY

52. Service Delivery
Drives Outcomes
ALIGNING SERVICES & POLICY TO OUTCOMES

53. SO…

54. DIFFERENCE MEANS
CHANGE…

55. THIS NEEDS UX SPHINXES

56. SERVICE ARCHITECTURE
HELPS…

57. NAVIGATE CHANGE
Photo: Kevin Cole CC:BY http://www.flickr.com/photos/kevcole/3008821023

58. FINDING SPHINXES…

61. WHERE ARE THE SPHINXES
IN GOVERNMENT?

64. I NEED YOUR HELP FOR
THIS LAST STORY…

65. PLEASE GET OUT YOUR MOBILE PHONE

67. 1… 2… 3…

68. Thanks @brendamontreal for the great photo of a great moment!

69. Photo: Nimish Gogri CC:BY http://www.flickr.com/photos/gogri/7927333264

70. THANK YOU! MERCI BEAUCOUP!

71. Jess McMullin
Centre for Citizen Experience
Jess AT ctzn DOT ca
citizenexperience.com (.org coming soon!)
twitter.com/jessmcmullin

72. Many thanks to the following great folks who
helped make this talk better.
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Alex MacLennan
Blaise Hebert
Laura Wesley
Russ Unger & Shay Howe
Cornelius Rachieru & Tanya Snook & the UXCamp Crew!
All the great Flickr users who shared Creative Commons photos!
ACKNOWLEDGEMENTS