Jess has worked in design and user experience since 1996. He realized early on that to make the biggest impact he needed to consider the entire system, from service delivery to organizational change.
He has worked with Fortune 500s, startups, and innovative public sector organizations. Along the way, he also co-founded the IA Institute and the Overlap innovation retreat, co-chaired the IA Summit (twice!), and started one of Canada’s leading UX firms.
He now brings his experience to transforming public sector service design and policymaking through his new consultancy, the Centre for Citizen Experience.
Nothing makes a bigger difference to getting a service right than making it tangible early in the design process.
You don’t need a warehouse full of foamcore or amazing sketching skills to quickly prototype services with your clients and users. Business origami is a rapid paper prototyping method for service codesign. It lets you work with people to understand current service experiences and explore new service futures.
Prototyping services is a challenge—but business origami makes it easier with a set vocabulary and grammar for visualizing the service landscape and interactions that support a service experience.
Working on a tangible service model together with customers, frontline staff, or executives helps you throughout the design process. You can:
• discover the experience and perception of current services,
• make asking “what if” as easy as moving a piece of paper,
• fuel other service design artifacts such as experience maps, storyboards, blueprints, and richer prototypes.
• and build shared understanding, vision, and buy-in with your team and stakeholders,
In this hands-on workshop, you will take away:
• Fun, hands-on experience with business origami.
• How to run a business origami workshop of your own.
• How to integrate business origami with your overall design process.
Many governments are dealing with today’s challenges using tools from the last century. UX design (and designers) can help meet those challenges and make a difference in our communities, in our nations, and in the daily lives of regular people.The public sector needs better design, from making forms, processes, and official websites easier to use to helping decision-makers understand and collaborate better when creating policy.
Design can help create better experiences for citizens, more effective service delivery for government, and create better outcomes and more efficient use of scarce resources.
This talk will share the need and opportunity for UX designers to help create better citizen experiences, offer some principles and examples, and invite the audience to discuss how citizen experience fits in the European context.