Putting Human Centered-Design to Work: Lessons Learned. #WORKCON17

Transcription

1 Putting Human Centered-Design to Work: Lessons Learned #WORKCON17

2 Government can work for the people by the people in the 21st century. Let s make it work.

3 In that spirit, what brought you here?

4 What are we talking about? - HCD defined - HCD in action - Boston Public Schools - Access to CalFresh - Workforce development journey mapping - The Pros of HCD - The Challenges of HCD - Doing HCD at home...

5 Before we go any further...

6

7

8 What we work on Code for America makes government services simple, effective, and easy to use.

9

10 Start with people Using Human Centered Design

11 How might we... assume solutions exist

12 How might we... reduce risk and commitment

13 How might we... do it together

14 Turn your problem statement into a How might we...?

15 Some examples One-stop customers How might we improve the customer experience and outcomes for our shared One-stop customers? Employers How might we put employers in the center of sector strategies and career pathway work? Out of school youth How might we design services and programs for out-of-school youth that will engage them and produce strong outcomes?

16 It gets you to build Discover Better understand your partners, users, and the challenges they face. Brainstorm Make sense of everything that you ve heard, generate tons of ideas, develop a strategy. Start building Get to prototyping, set metrics, and get it out into the wild!

17 Design research helps you focus on what matters. Observations and interviews help you observe real behaviors to surface latent and unmet needs. They often quickly disprove false assumptions and re-frame the problem.

18 HCD in action...

19 Example 1: Boston Public Schools

20

21

22 2 years, $2M

23 Example 2: Helping people access SNAP

24 This is the online CalFresh application 51 pages, over 200 questions

25 45-55 minutes to use $800M to build $80M/year to maintain

26 7 minutes to apply on a mobile phone

27 Easily upload verification documents, with the application or afterwards

28 Follow up texts to get users through the process

29 How do we get technology like this?

30 They start with systems integration Citizen Interfaces Quality degrades each step up the stack Gov t Tools Enterprise Vendors Start Here Program Databases...and get paid regardless

31 How does HCD gets a different result?

32 We flip it, starting with users... Program Databases Enterprise Vendors Start Here Build > Measure > Learn our way up the stack Gov t Tools Quality degrades each step down the stack Our Model Starts Here Citizen Interfaces...and focus on outcomes

33

34 You can use our tools GetCalFresh Alameda Contra Costa Marin Placer Santa Cruz San Diego San Francisco Solano Yolo Clear My Record Alameda Contra Costa Fresno San Francisco Solano San Diego Santa Clara Santa Cruz Santa Barbara Ventura Sonoma

35 Example 3: Workforce development service delivery journey map

36

37 The benefits of HCD...

38 The good that comes from HCD... - More (and better) insights about users Designs meet users where they are Iterative process means you don t overbuild Achieve the goal sooner possibly Likely significantly less expensive Builds trusts up, down, and across More satisfaction for users and staff

39 ...but there are challenges to HCD too.

40 HCD is hard because... - Different process than business as usual Many systems can t be changed quickly When do I have time for this? Pressure to achieve metrics while facing reductions in funding - Leadership needs to be bought in - Regulations may not be supportive - Perceived risk of not knowing final product up front

41 Bring HCD to your job center, board, agency or organization...

42 Course begins May 9th Class 1: Introduction to Human-Centered Design 1 Week Class 2: Inspiration Phase 2 Weeks Class 3: Ideation Phase (Synthesis) 1 Week Class 4: Ideation Phase (Prototyping) 2 Weeks Class 5: Implementation Phase 1 Week

43 What you will learn Equip you with the mindsets and methods of human-centered design How to experiment with low risk How to identify patterns and opportunities for concept development Inspiration to approach challenges differently Hands-on experience speaking to, prototyping for, and testing solutions with the people you re designing for

44 Register by May 23rd You ll receive an with a link to register your team after this webinar Team Lead, Alternate Lead, and 4-6 others Register your team:

45 Questions? Stay in touch:

46 What are the biggest pain points for your audience?

47 What do you wish you knew about your customers?

48 If your project is successful, then (fill in the blank).