Rethinking “Design” in the Public Sector

Peter Jones Governance, Social Systems Design

(Edited version first published in Jan 2016 Canadian Government Executive ) Government is widely perceived as lagging and fragmented in providing integrated online services to citizens. In the meantime, people take to the Web for managing nearly every service and information requirement. We have learned to expect a high quality of customer service online, well-designed sites and experiences, and thoughtful consideration to the management of personal transactions. There is a reason why the quality of online engagement has been steadily perfected by the private sector: it is because it has put a premium on “design.” The intentional rethinking of the so-called user experience, combined with continual research into customer preferences, and evaluation of new features and design changes, has made all the difference. Amazon, Facebook, Google, and Microsoft have built their holds on the public by a constant dedication to user-centered design and service engineering. They have set a high bar for access and usability that public services must address, or risk becoming less relevant in citizen’s lives. We could say this is an emerging digital divide between customers and citizens. …

Announcing RSD5, Relating Systems Thinking to Design 5

Peter Jones Service Design, Social Systems Design, Strategic Innovation, Systemic Design

RSD5  Systemic Design for Social Complexity Relating Systems Thinking and Design 5 Symposium OCAD University      Toronto, Canada      October 13-15, 2016 The RSD series has advanced an agenda for exploring a strong integration between systems thinking and design to take on the most important challenges facing our planet today. RSD4 held in Banff, Canada September 2015 brought together nearly 200 people together from around the world to explore new dimensions in design-led systems design, transformation and research.  The keynote videos are now available, and the full proceedings are published online. Join us in the vibrant metropolis of Toronto, October 2016 for the fifth symposium hosted at OCAD University  to accelerate a convergence of design, social, and technology fields toward co-creating humanized (eco)systems. The theme of Systemic Design for Social Complexity represents our continuing focus on advanced systemic and service design for contemporary and futures-oriented societal concerns. All social systems become complex over time, developing resilience, and increasing resistance to structural change. Systemic design challenges typically face multiple dilemmas in defining successful outcomes and orientations to change. Systemic design approaches negotiate the dilemma of emergence …

Service Design for Care Workshop

Peter Jones Cultural innovation, Design for Care, Social Systems Design

We have started a quarterly series of healthcare service design workshops at OCADU for stakeholder networks, health providers and health agencies.  With an explicit focus on service design and design-led research in healthcare, we hope to raise awareness of the practices and models for service design in clinical and community care settings. Workshop 1 – Inspiring health movements in community networks:  Community network innovations Dr. Rick Botelho, Family physician and U Rochester School of Medicine   Challenge:  How can we mobilize people within their local and extended social networks to socialize health learning and experience to improve population health in the community? Description:  We address the problem of community health through the approach known as catalytic innovation, creating lightweight modes of peer learning appropriate for different types of social networks (online, neighborhood, community centres). To overcome the scarcity mindset in healthcare, patients become an integral solution to these complex problems. These peer-driven services complement professional services and build growing networks of peer learning and coaching for health improvement. The Health Coaching Buddies learning process developed by Dr. Botelho represents such a convenient, …