improving government with human-centered design...human-centered design key strategic driver of top...
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Improving Government with
Human-Centered Design
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OPM found a storage room
in its sub-basement...
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…and repurposed it to encourage
new ways of solving problems.
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Design is not a one-shot vaccine; it’s an ‘innovation fitness program’ that puts an organization on top of its game. It is not an ‘event’, it is a way of thinking, communicating and
doing every day.
HEATHER FRASER
THE ROTMAN SCHOOL OF BUSINESS,
UNIVERSITY OF TORONTO
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How do we help build an innovative Government?
Lead: Foster the development of a connected federal
community of creative innovators
Do: Conduct integrated design projects that result in
groundbreaking solutions
Teach: Deliver learning opportunities that
build effective teams of designers and
innovators
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The discipline of
developing innovative solutions
based on people’s needs
Human-Centered Design
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Provides a framework from which to foster innovation
• Gives your teams the tools to tame highly complex problems
• Helps you get the right solution faster rather than implementing
changes around symptoms
• Organizational change management tool that
• Re-energizes employees
• Leverages creativity and blue sky aspirations
• Promotes productive interdisciplinary collaboration
Human-Centered Design
Key strategic driver of top and bottom line growth
• Outperform the major stock indices by 200%.*
• 2.5 times more likely to grow top line revenue.*
• Lowers overall development costs and risk of big failure.**
* UK DESIGN COUNCIL
** TOM GILB
Benefits
Improved access to safe drinking water for the world’s poorest communities. GATES FOUNDATION
Helped the US Army deploy a new digital command system that increased mission efficiency by 300% and reduced training time from 14 days to 1 day—12 months ahead of schedule. Defense Advance Research Projects Agency (DARPA)
Within first year of launch, helped boost profits 5%, offered new revenue streams, and drove 130% increase in stock value. PROCTER & GAMBLE
80% of pediatric patients had to
be sedated
Costly re-tests
Rescheduling if anesthesiologist
not available
Highly anxious children and
parents
HOW WOULD YOU
SOLVE THIS?
Quantitative v Qualitative Data In
Problem Solving
Rate of sedation dropped dramatically
Patient satisfaction went up 90%
The Lab staff partnered with the USAJOBS PMO
to apply a human-centered design process that
helps us understand how we can improve the
experience people have when applying to the
Federal government
USAJOBS
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The Looking phase is based on
journalist/anthropological research
techniques that builds in-depth
understanding of the problem
context. It allows us to develop
and use empathy to understand
what a person in a situation or
context is experiencing on a
meaningful level that drives
behaviors they may not even be
aware of.
We are conducting a series of
qualitative interviews, behavioral
observation, and analogous
empathy experiences to dive into
the emotional needs people have
that ultimately influence their
behavioral responses to USAJobs.
Discover Collect Meaningful Data
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During Understanding, we will
physically externalize our research
data. This makes it possible to
identify connections within the
data that uncover meaning behind
people’s motivation and
behaviors.
Data are sorted into initial themes
of interesting and provocative
clusters that are used to generate
meaningful and provocative
insights about people’s
experiences.
The team will use these insights to
ultimately generate Design Pillars
that serve as the foundation for
ideation and prototyping.
Understand Find Meaning
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During Ideation, we will fully
engage our creative nature to
reimagine what is, and focuses
on what could be possible when
users interact with USAJobs.
Using multiple tools, this phase
of highly divergent thinking will
allow the team to rapidly develop
breakthrough ideas that address
users’ unmet needs.
Will will then quickly turn
innovative ideas into low-fidelity
prototypes to advance the
designs through user testing,
rapid iteration, and agile
development.
Create Reimagine Reality
USDA School Meal Application
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Q & A
