2 goals  

-human or citizen standard for adoping things, whether will be better

-what are tools and methods to do this

-How people think changes slower then technology changes

-Marginalization via Tech

oWhat is experience like as a citizen, not just if you have an iphone

oTerminology distinction between resident and citizen

§Citizen might be used incorrectly, but that relation should be for residents -> more inclusive

§Experience with government should be considered for not just citizens or residents

·How can I interact with government if I don’t speak the language?

·Digital Divide -> in some communities, information presented only in ways that one or few demographics can understand

·Language, literacy, access

oParticipation as marker of experience

-Perception and assumption of identity of experience

-Expectations of government

o“vending machine government” -> money in, services out

oChanging how people seek response from government

-Participation must be safe

oIf participation is not safe, ie someone is shot down or have a bad experience, then may not be as willing to participate again

oWhat does participation mean?

§Not just talking to representatives, but to go out and do things

·How do we get this story out there, get people involved

§Worry that government already has an idea, and participation is just an afterthought, or does it impact design of the system

-Place, Purpose

-Who are the elders in different communities?Are there people with that social role?

oTo do good experience design, you have to have a good buy in from stakeholder

§Whoever is in charge, they have to want to create a better experience

§To engage people in the how, must tell people what their part is and how it matters -> Joint Purpose

·Is role of government to tell what purpose is, or is it citizens to be bringing to government what the role is

·We are people who vote people in, and we can express to them our viewpoints

-How does the city communicate how it achieves it goals?

oShow citizens the stories of what’s happening at the grassroots

oInform and influence people

oSome citizens feel removed from policy discussion, and how to shift from top-down to participatory government

§Stakeholder vs. customer

§Co-design / co- creation dialogue

§How do we do government?How do we elect, make them responsible?

·What is our goal?

oResponsiveness to policy important

§People feel lack of responsiveness

§How do we create a channel so that people feel that they’re heard

oCity Project plans always miss the communication

§Divide between responses in and responses out

-Jess doesn’t do focus groups unless requested

oInstead, look at stories

§Why do you care about that?

oFocus on behaviour and end goals