I’m delighted to be giving the opening address of the upcoming Customer Experience for the Public Sector Summit. The CX Public Sector Summit brings two days of outstanding practical sessions for public sector executives, managers, and teams who are improving service delivery and customer experience in government, healthcare, and education. Leaders in the field of public sector customer experience will share their work and ...
Posts By: Jess McMullin
University of Canberra hosts Design Thinking Session on Citizen-Centric Governance
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Posted by Jess McMullin on Research |
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ANZSOG Institute for Governance’s (ANZSIG) Parliamentary Seminar at The Lobby on February 1, 2012. ANZSIG brought together a group of leading international and national design thinkers on citizen-centric governance in an interactive interview format to help address questions such as: What do we mean then by citizen-centric governance? Where is best practice to be found? What happens when citizens decide? ...
Design for Policymaking chapter in upcoming Usability for Government Systems book
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Posted by Jess McMullin on Advocacy, Writing |
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Last fall I wrote a chapter on Design for Policymaking in the upcoming book Usability in Government Systems: UX Design for Citizens and Public Servants edited by Elizabeth Buie and Dianne Murray.
The chapter underscores the fundamental reality that to improve services, we have to work at a policy level in order to design for better experiences for citizens and other stakeholders. I’ll be sharing ...
Reinventing Government – TEDxPennQuarter Talk
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Posted by Jess McMullin on Advocacy, Events |
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I spoke at TEDxPennQuarter in Washington, D.C. on October 17, 2011. The theme was “Reinventing”, and I spoke about the potential for citizen experience design to help reinvent government. You can catch the 14 minute video below…I’d love to hear your thoughts or questions.
Business Origami Workshop at UX Week 2011
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Posted by Jess McMullin on Events, Methods |
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I had the great pleasure of teaching a business origami workshop at Adaptive Path’s 2011 UX Week conference.
Business origami is a paper prototyping method for complex systems invented by the Hitachi Design Center, but reverse engineered by myself after a dinner conversation with a visiting Japanese researcher. Any flaws in how I present or use the method are entirely my own.
That comes to the forefront ...
Citizen Experience and Reinventing Government
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Posted by Jess McMullin on Advocacy |
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I wrote this to help explain the importance of citizen experience to some American friends. It’s not so much a post as an early prototype for a talk, or at least the introduction to one. I thought I’d share it here too.
I’d like to tell you why I think paying attention to the citizen experience is so important, and why citizen experience design can help ...
Lending a Hand with Edmonton CityCamp
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Posted by Jess McMullin on Events, Gov 2.0 |
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I was super excited to be invited to help out planning Edmonton CityCamp, an event that’s going to explore the value of open government for municipalities. My biggest contribution so far: getting us away from the unconference sinkhole of spending all our time sitting around in a circle and talking.
I’m hoping to see more sketching and making for participants as they work to discover and ...
Citizen Experience at the 2011 IA Summit
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Posted by Jess McMullin on Events, News |
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I’ll be speaking at the upcoming Information Architecture Summit March 30-April 3rd in Denver, Colorado. I’m thrilled to be working with the ever-talented Samantha Starmer as my co-conspirator for a service design workshop Beyond Digital: Designing for the Cross-Channel Future. We’re also putting on a Beyond Digital panel with Priyanka Kakar and Andrea Resmini during the main conference.
Both of those sessions will have plenty ...
Free Toronto & Ottawa Workshops Nov 25th & 26th
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Posted by Jess McMullin on Events, Methods |
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I’ll be sharing a two hour session with public servants in both Toronto and Ottawa this week. As part of the mission to increase public sector design competency, there is no charge for the sessions. Here’s the session description…love to hear your thoughts and feedback. I’ll be posting slides later.
Putting the Citizen Back Into Citizen-Centric: How Service Design Can Save You Headaches & Delight the ...
UXCamp Ottawa November 27th
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Posted by Jess McMullin on Events, News |
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I’ve been working with a fantastic group of folks from Ottawa on creating a UXCamp event November 27th. I’ll be heading out East for it, and am excited about what looks like a great day coming together.
While the full website is a few days away from launching, you can sign up to be notified when it goes live and get all the details if you ...