A ‘design-thinking’ approach to governing the future

Curated on Posted on by Stefaan Verhulst

Bronwyn van der Merwe at The Hill: “…Government organizations are starting to realize the benefits of digital transformation to reinvent the citizen experience in the form of digital services tailored to individual needs. However, public service leaders are finding that as they move further into the digital age, they need to re-orient their internal organizations around this paradigm shift, or their investments in digital are likely to fail. This is where Design Thinking comes into play.

Design Thinking has become a proven approach to reimagining complex service or organizational issues in the private sector. This approach of user research, rapid prototyping, constant feedback and experimentation is starting to take hold in leading business, like Citrix Systems, Ebay and Google, and is slowly spilling over into government bodies.

Challenges to Adopting a Design-Led Approach

Success in implementing Design Thinking depends on disrupting embedded organizational beliefs and practices, including cultural shifts, changing attitudes toward risk and failure, and encouraging openness and collaboration. Specifically, government bodies need to consider:

  • Top to bottom support – any change as wide-ranging as the shift to Design Thinking requires support from the top. Those at the top of design-led organizations need to be experimenters, improvisers and networkers who lead by example and set the tone for change on the ground.
  • Design skills gap – talent to execute innovation is in short supply and few governments are in a financial position to outbid private sector firms on pay. But the public sector does have something to offer that private companies most often do not: the ability to do meaningful work for the public good. Public sector bodies also need to upskill their current employees – at times partnering with outside design experts.
  • No risk, no reward – for government agencies, it can be challenging to embrace a culture of trial and error. But Design Thinking is useless without Design Doing. Agencies need to recognize the benefits of agile prototyping, iterating and optimizing processes, and that failings early on can save millions while costing little.

What Can Government Bodies Do to Change?

Digital has paved the way for governments and the private sector to occasionally partner to solve thorny challenges. For instance, the White House brought together the U.N. Refugee Agency and crowdfunding platform Kickstarter to raise money for the Syrian relief effort. The weeklong partnership raised nearly $1.8 million for more than 7,000 people in need.

But to effectively communicate with today’s digitally-enabled citizens, there are several key principals government bodies must follow:

  • Plain and simple – use simple language focused on content, structure, navigation, grouping and completion. Strip away the bureaucratic, government-speak and be transparent.
  • Take an outside-in design approach – by considering the entire ecosystem, and using research to uncover insights, service design reveals an outside-in view of the people in the entire ecosystem.
  • Be sensitive – too many government services, tools and processes are opaque and cumbersome when dealing with sensitive issues, such as immigration, making a tax submission, or adopting a child. Fjord recently took a human-centered design framework to the State of Michigan by designing a system that allowed caseworkers to convey the fairness of a child support order, while delivering excellent customer service and increasing transparency and accuracy to families in the midst of an emotionally-charged separation.
  • Work to digitize processes and services across departments – Governments should look to organize their digital services around the needs of the people – whether they are starting a business, retiring or having a child – rather than around their own departmental structures.
  • Address privacy concerns – The assurance of privacy and security is a critical step to encourage adoption of digital channels….(More)”

Design for policy and public services

Curated on Posted on by Stefaan Verhulst

The Centre for Public Impact: “Traditional approaches to policymaking have left policymakers and citizens looking for alternative solutions. Despite the best of intentions, the standard model of dispassionate expert analysis and subsequent implementation by a professional bureaucracy has, generally, led to siloed solutions and outcomes for citizens that fall short of what might be possible.

The discipline of design may well provide an answer to this problem by offering a collection of methods which allow civil servants to generate insights based on citizens’ needs, aspirations and behaviours. In doing so, it changes the view of citizens from seeing them as anonymous entities to complex humans with complex needs to match. The potential of this new approach is already becoming clear – just ask the medical teams and patients at Norway’s Oslo University Hospital. Women with a heightened risk of developing breast cancer had previously been forced to wait up to three months before receiving an appointment for examination and diagnosis. A redesign reduced this wait to just three days.

In-depth user research identified the principal issues and pinpointed the lack of information about the referral process as a critical problem. The designers also interviewed 40 hospital employees of all levels to find out about their daily schedules and processes. Governments have always drawn inspiration from fields such as sociology and economics. Design methods are not (yet) part of the policymaking canon, but such examples help explain why this may be about to change….(More)”Screen Shot 2016-03-07 at 8.52.52 AM

Sticky-note strategy: How federal innovation labs borrow from Silicon Valley

Curated on Posted on by Stefaan Verhulst

Carten Cordell in the Federal Times: “The framework for an integrated security solution in the Philippines is built on a bedrock of sticky notes. So is the strategy for combating piracy in East Africa and a handful of other plans that Zvika Krieger is crafting in a cauldron of collaboration within the State Department.

More specifically, Krieger, a senior adviser for strategy within the department’s Bureau of Political-Military Affairs, is working in the bureau’s Strategy Lab, just one pocket of federal government where a Silicon Valley-playbook for innovation is being used to develop policy solutions….

Krieger and a host of other policy thinkers learned a new way to channel innovation for policy solutions called human-centered design, or design thinking. While arguably new in government, the framework has long been in use by the tech sector to design products that will serve the needs of their customers. The strategy of group thinking towards a policy — which is more what these innovation labs seek to achieve — has been used before as well….Where the government has started to use HCD is in developing new policy solutions within a multifaceted group of stakeholders that can contribute a well-rounded slate of expertise. The product is a strategy that is developed from the creative thoughts of a team of experts, rather than a single specialized source….

The core tenet of HCD is to establish a meritocracy of ideas that is both empathetic of thought and immune to hierarchy. In order to get innovative solutions for a complex problem, Krieger forms a team of experts and stakeholders. He then mixes in outside thought leaders he calls “wild cards” to give the group outside perspective.

The delicate balance opens discussion and the mix of ideas ultimately form a strategy for handling the problem. That strategy might involve a technology; but it could also be a new partnership, a new function within an office, or a new acquisition program. Because the team is comprised of multiple experts, it can navigate the complexity more thoroughly, and the wild cards can offer their expertise to provide solutions the stakeholders may not have considered….

Human-centered design has been working its way through pockets of the federal government for a few years now. The Office of Personnel Management opened its Innovation Lab in 2012 and was tasked with improving the USAJobs website. The Department of Health and Human Services opened the IDEA Lab in 2013 to address innovation in its mission. The Department of Veteran Affairs has a Center of Innovation to identify new approaches to meet the current and future needs of veterans, and the departments of Defense and State both have innovation labs tackling policy solutions.

The concept is gaining momentum. This fall, the Obama administration released a strategy report calling for a network of innovation labs throughout federal agencies to develop new policy solutions through HCD.

“I think the word is spreading. It’s kind of like a whisper campaign, in the most positive way,” said an administration official with knowledge of innovation labs and HCD strategies, who was not authorized to speak to the press. “I think, again, the only constraint here is that we don’t have enough of them to be able to imbue this knowledge across government. We need many more people.”

A March 2014 GAO report said that the OPM Innovation Lab had not developed consistent performance targets that would allow it to assess the success of its projects. The report recommended more consistent milestones to assess progress, which the agency addressed through a series of pilot programs….

In the State Department’s Bureau of Educational and Cultural Affairs, an innovation lab called the Collaboratory is in its second year of existence, using HCD strategies to improve projects like the Fulbright program and other educational diplomacy efforts.

The Education Diplomacy initiative, for example, used HCD to devise ways to increase education access abroad using State resources. Defining U.S. embassies as the end user, the Collaboratory then analyzed the areas of need at the installations and began crafting policies.

“We identified a couple of area where we thought we could make substantial gains quite quickly and in a budget neutral way,” Collaboratory Deputy Director Paul Kruchoski said. The process allowed multiple stakeholders like the U.S. Agency for International Development, Peace Corps and the Department of Education to help craft the policy and create what Kruchoski called “feedback loops” to refine throughout the embassies…(More)”

 

‘Design thinking’ is changing the way we approach problems

Curated on Posted on by Stefaan Verhulst

Tim Johnson in University Affairs on “Why researchers in various disciplines are using the principles of design to solve problems big and small” : “A product of the same trends and philosophies that gave us smartphones, laptop computers and internet search engines, design thinking is changing the way some academics approach teaching and research, the way architects design classrooms and how leaders seek to solve the world’s most persistent problems.

Cameron Norman is a long-time supporter of design thinking (or DT) and an adjunct lecturer at the University of Toronto’s Dalla Lana School of Public Health. He notes that designers, especially product designers, are typically experts in conceptualizing problems and solving them– ideal skills for tackling a wide range of issues, from building a better kitchen table to mapping out the plans on a large building. “The field of design is the discipline of innovation,” he says. “[Design thinking] is about taking these methods, tools and ideas, and applying them in other areas.”

Design thinking centres on the free flow of ideas – far-out concepts aren’t summarily dismissed – and an unusually enthusiastic embrace of failure. “Design thinkers try to figure out what the key problem is – they look around and try to understand what’s going on, and come up with some wild ideas, thinking big and bold, on how to solve it,” Dr. Norman says. “They assume they’re not going to get it right the first time.”

If you were looking to build a better mousetrap, you’d prototype a model, test it for weaknesses, then either trash it and start again, or identify the problems and seek to correct them. DT does the same thing, but in an increasingly broad array of areas, from social policy to healthcare to business.

Deborah Shackleton, dean of design and dynamic media at Emily Carr University of Art + Design in Vancouver, was an early adopter of DT. “Design thinking is a mindset. You can use it as a tool or a technique. It’s very adaptable,” she says.

In 2005, ECUAD revamped much of its curriculum in design and dynamic media, looking to shift the focus from more traditional methods of research, like literature reviews, to something called “generative research.” “It’s the idea that you would invite the participants – for whom the design is intended – to be part of the creation process,” Dr. Shackleton says. She adds that various tools, like “co-creation kits” (which include a range of activities to engage people on a variety of cognitive and emotional levels) and ethnographic and cultural probes (activities which help participants demonstrate details about their private lives to their design partners), prove very useful in this area.

Collaboration among various fields is an important part of the design thinking process. At the University of Alberta, Aidan Rowe, an associate professor in design studies, is using design thinking to help the City of Edmonton improve services for people who are homeless. “Design is a truly interdisciplinary discipline,” says Dr. Rowe. “We always need someone to design with and for. We don’t design for ourselves.”….

Design thinkers often speak of “human-centered design” and “social innovation,” concepts that flow from DT’s assertion that no single person has the answer to a complex problem. Instead, it focuses on collective goals and places a premium on sustainability, community, culture and the empowerment of people, says Greg Van Alstyne, director of research and co-founder of the Strategic Innovation Lab, or sLab, at OCAD University. “It means you go about your problem-solving in a more holistic way. We can say ‘human-centered,’ but it’s actually ‘life-centered,’” Mr. Van Alstyne explains. “Our brand of design thinking is amenable to working within social systems and improving the lot of communities.”

 

Design thinking is also transforming university campuses in a tangible way. One example is at the University of Calgary’s Taylor Institute for Teaching and Learning, which is undergoing a $40-million renovation. “The whole space is designed to help students connect, communicate, collaborate and create knowledge,” says Lynn Taylor, vice-provost, teaching and learning. “Traditional learning was focused on the facts and concepts and procedures of a discipline, and we’re moving toward the goal of having students think far more deeply about their learning.”

To create this new space within a two-floor, 4,000-square-metre building that formerly served as an art museum, the university turned to Diamond Schmitt Architects, who have designed similar spaces at a number of other Canadian campuses. The new space, scheduled to open in February, prioritizes flexibility, with movable walls and collapsible furniture, and the seamless integration of technology.

Lead architect Don Schmitt observes that in a traditional campus building, which usually contains a long corridor and individual classrooms, conversation tends to gravitate to the only true public space: the hallway. “There’s a sense that more learning probably happens outside the classroom or between the classrooms, than happens inside the classroom,” he says.

Gone is the old-model lecture hall, with fixed podium and chairs. They’ve been replaced by a much more malleable space, which in a single day can act as a dance studio, movie theatre, lecture space, or just a big area for students to get together. “It’s about individual learning happening informally, quiet study, gregarious social activity, group study, group projects, flexible studio environments, changeable, ‘hack-able’ spaces and lots of flexibility to use different places in different ways,” Mr. Schmitt explains….(More)”

Toward WSIS 3.0: Adopting Next-Gen Governance Solutions for Tomorrow’s Information Society

Curated on Posted on by Stefaan Verhulst

Lea Kaspar  & Stefaan G. Verhulst at CircleID: “… Collectively, this process has been known as the “World Summit on the Information Society” (WSIS). During December 2015 in New York, twelve years after that first meeting in Geneva and with more than 3 billion people now online, member states of the United Nations unanimously adopted the final outcome document of the WSIS ten-year Review process.

The document (known as the WSIS+10 document) reflects on the progress made over the past decade and outlines a set of recommendations for shaping the information society in coming years. Among other things, it acknowledges the role of different stakeholders in achieving the WSIS vision, reaffirms the centrality of human rights, and calls for a number of measures to ensure effective follow-up.

For many, these represent significant achievements, leading observers to proclaim the outcome a diplomatic victory. However, as is the case with most non-binding international agreements, the WSIS+10 document will remain little more than a hollow guidepost until it is translated into practice. Ultimately, it is up to the national policy-makers, relevant international agencies, and the WSIS community as a whole to deliver meaningful progress towards achieving the WSIS vision.

Unfortunately, the WSIS+10 document provides little actual guidance for practitioners. What is even more striking, it reveals little progress in its understanding of emerging governance trends and methods since Geneva and Tunis, or how these could be leveraged in our efforts to harness the benefits of information and communication technologies (ICT).

As such, the WSIS remains a 20th-century approach to 21st-century challenges. In particular, the document fails to seek ways to make WSIS post 2015:

  • evidence-based in how to make decisions;
  • collaborative in how to measure progress; and
  • innovative in how to solve challenges.

Three approaches toward WSIS 3.0

Drawing on lessons in the field of governance innovation, we suggest in what follows three approaches, accompanied by practical recommendations, that could allow the WSIS to address the challenges raised by the information society in a more evidence-based, innovative and participatory way:

1. Adopt an evidence-based approach to WSIS policy making and implementation.

Since 2003, we have had massive experimentation in both developed and developing countries in a number of efforts to increase access to the Internet. We have seen some failures and some successes; above all, we have gained insight into what works, what doesn’t, and why. Unfortunately, much of the evidence remains scattered and ad-hoc, poorly translated into actionable guidance that would be effective across regions; nor is there any reflection on what we don’t know, and how we can galvanize the research and funding community to address information gaps. A few practical steps we could take to address this:….

2. Measure progress towards WSIS goals in a more open, collaborative way, founded on metrics and data developed through a bottom-up approach

The current WSIS+10 document has many lofty goals, many of which will remain effectively meaningless unless we are able to measure progress in concrete and specific terms. This requires the development of clear metrics, a process which is inevitably subjective and value-laden. Metrics and indicators must therefore be chosen with great care, particularly as they become points of reference for important decisions and policies. Having legitimate, widely-accepted indicators is critical. The best way to do this is to develop a participatory process that engages those actors who will be affected by WSIS-related actions and decisions. …These could include:…

3. Experiment with governance innovations to achieve WSIS objectives.

Over the last few years, we have seen a variety of innovations in governance that have provided new and often improved ways to solve problems and make decisions. They include, for instance:

  • The use of open and big data to generate new insights in both the problem and the solution space. We live in the age of abundant data — why aren’t we using it to inform our decision making? Data on the current landscape and the potential implications of policies could make our predictions and correlations more accurate.
  • The adoption of design thinking, agile development and user-focused research in developing more targeted and effective interventions. A linear approach to policy making with a fixed set of objectives and milestones allows little room for dealing with unforeseen or changing circumstances, making it difficult to adapt and change course. Applying lessons from software engineering — including the importance of feedback loops, continuous learning, and agile approach to project design — would allow policies to become more flexible and solutions more robust.
  • The application of behavioral sciences — for example, the concept of ‘nudging’ individuals to act in their own best interest or adopt behaviors that benefit society. How choices (e.g. to use new technologies) are presented and designed can be more powerful in informing adoption than laws, rules or technical standards.
  • The use of prizes and challenges to tap into the wisdom of the crowd to solve complex problems and identify new ideas. Resource constraints can be addressed by creating avenues for people/volunteers to act as resource in creating solutions, rather than being only their passive benefactors….(More)

Robots Will Make Leeds the First Self-Repairing City

Curated on Posted on by Stefaan Verhulst

Emiko Jozuka at Motherboard: “Researchers in Britain want to make the first “self-repairing” city by 2035. How will they do this? By creating autonomous repair robots that patrol the streets and drainage systems, making sure your car doesn’t dip into a pothole, and that you don’t experience any gas leaks.

“The idea is to create a city that behaves almost like a living organism,” said Raul Fuentes, a researcher at the School of Civil Engineering at Leeds University, who is working on the project. “The robots will act like white cells that are able to identify bacteria or viruses and attack them. It’s kind of like an immune system.”

The £4.2 million ($6.4 million) national infrastructure project is in collaboration with Leeds City Council and the UK Collaboration for Research in Infrastructures and Cities (UKCRIC). The aim is to create a fleet of robot repair workers who will live in Leeds city, spot problems, and sort them out before they become even bigger ones by 2035, said Fuentes. The project is set to launch officially in January 2016, he added.

For their five-year project—which has a vision that extends until 2050—the researchers will develop robot designs and technologies that focus on three main areas. The first is to create drones that can perch on high structures and repair things like street lamps; the second is to develop drones that can autonomously spot when a pothole is about to form and zone in and patch that up before it worsens; and the third is to develop robots that will live in utility pipes so they can inspect, repair, and report back to humans when they spot an issue.

“The robots will be living permanently in the city, and they’ll be able to identify issues before they become real problems,” explained Fuentes. The researchers are working on making the robots autonomous, and want them to be living in swarms or packs where they can communicate with one another on how best they could get the repair job done….(More)

Can Human-Centered Design “Fix” Humanitarian Aid?

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Carnegie Council: “Design thinking has emerged as a new tool in humanitarianism. Proponents of the trend believe it can solve the problem long plaguing the aid community: that great ideas fail to be adopted in poor communities because they don’t always take context into account. But are design’s more inclusive methods still a kind of neo-imperialism? Is there a different way?

In this episode of Carnegie Council’s podcast Impact: Where Business and Ethics Meet, host Julia Taylor-Kennedy interviews Debbie Aung Din Taylor,Bruce Nussbaum, Susan Eve Oguya, and Jocelyn Wyatt….

With the rise of social enterprise and corporate social responsibility in the business world, and more efficiency and impact measurements in the non-profit world, one of the trends we’re tracking on the podcast is how global business and global society borrow ideas and methods from one another. This week, we’re looking at an approach that was developed in the business world that’s proving hugely effective in humanitarian work. It’s called human-centered design. And some say it might work even better in the social sector than it did in large corporations. We’ll get back to that later….(More)”

 

Testing governance: the laboratory lives and methods of policy innovation labs

Curated on Posted on by Stefaan Verhulst

Ben Williamson at Code Acts in Education: “Digital technologies are increasingly playing a significant role in techniques of governance in sectors such as education as well as healthcare, urban management, and in government innovation and citizen engagement in government services. But these technologies need to be sponsored and advocated by particular individuals and groups before they are embedded in these settings.

Testing governance cover

I have produced a working paper entitled Testing governance: the laboratory lives and methods of policy innovation labs which examines the role of innovation labs as sponsors of new digital technologies of governance. By combining resources and practices from politics, data analysis, media, design, and digital innovation, labs act as experimental R&D labs and practical ideas organizations for solving social and public problems, located in the borderlands between sectors, fields and disciplinary methodologies. Labs are making methods such as data analytics, design thinking and experimentation into a powerful set of governing resources.They are, in other words, making digital methods into key techniques for understanding social and public issues, and in the creation and circulation of solutions to the problems of contemporary governance–in education and elsewhere.

The working paper analyses the key methods and messages of the labs field, in particular by investigating the documentary history of Futurelab, a prototypical lab for education research and innovation that operated in Bristol, UK, between 2002 and 2010, and tracing methodological continuities through the current wave of lab development. Centrally, the working paper explores Futurelab’s contribution to the production and stabilization of a ‘sociotechnical imaginary’ of the future of education specifically, and to the future of public services more generally. It offers some preliminary analysis of how such an imaginary was embedded in the ‘laboratory life’ of Futurelab, established through its organizational networks, and operationalized in its digital methods of research and development as well as its modes of communication….(More)”

DIY ‘Public Service Design’ manual

Curated on Posted on by Stefaan Verhulst

The Spider Project: “Service design is a method for inventing or improving services. It is an interdisciplinary method that makes use of ‘design thinking’. Service design helps with designing services from the perspective of the user.

Not by guessing what these users might want, but by truly co-creating relevant, effective and efficient services in collaboration with them. The basic principles of service design are that the designed service should be user- friendly and desired, and must respond to the needs and motivations of customers and citizens.

This manual guides civil servants in tendering, evaluating and managing, and shows the added value of design professionals when bringing their skills, knowledge and experience to the table.

This practical guide is filled with examples and case studies that will enable public organisations to obtain enough insights and confidence in service design in order to start working with it themselves.

Download a copy of Public Service Design“