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 Under Category: Featured
Welcome to the Centre for Citizen Experience
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Posted by Jess McMullin on Featured, News |
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It’s been five months in the making, but it’s finally time to start raising the public profile of the Centre for Citizen Experience. As the founder, I’m thrilled to finally be sharing more about the vision and mission for the Centre, start conversations about how we can help organizations, and most of all to ...
Guiding Principles for Citizen Experience [BETA]
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Posted by Jess McMullin on Advocacy, Featured |
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Understanding these principles is the beginning of great citizen experiences. Of course, this version is just the start. I’d love to hear your thoughts and input as we iterate over the coming weeks.
- Citizen experience is about people.
- It’s about the relationship between citizens and government. The citizen experience is the foundation of that relationship.
- It’s ...
IA Summit 2010 Presentations
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Posted by Jess McMullin on Events, Featured, Methods |
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I had the pleasure of attending the 11th annual Information Architecture Summit in Phoenix, Arizona. I’ve been attending the Summit since 2003, and find that it’s an amazing group of people and a place where leading edge ideas emerge.
I also had the opportunity to share two workshops and a talk session:
- Thinking ...
Business Origami
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Posted by Jess McMullin on Featured, Methods |
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Business origami is paper prototyping for systems design. It uses simple paper cutouts to represent the different parts of a system: the people, the locations, the channels used and the specific touchpoints where interactions occur and value is exchanged as a particular scenario unfolds. These cutouts are arranged on a horizontal ...