Archive for the ‘Government’ Category

Tasty ways to improve customer experience

Today some of the thinkpublic team were at the Public Sector Efficiency Expo in Olympia, getting people involved in making lemonade, to demonstrate how prototyping can help create outcomes that are even tastier. Only joking, we were bringing to life the importance of using prototyping to quickly and cheaply involve communities and staff in the design and testing of new services.

The lemonade went down a storm…. To be honest I was surprised how good it tasted! Well done James for designing the stand.

Visual Camp – Meet up at Royal Festival Hall

As I previously blogged about, Visual Camp kicked off a few weeks ago with the first event. Visual Camp was an event to bring together policymakers with designers/illustrators/creatives to work out how visuals could help communicate policies and to explore how visualisation can be used in policy development. It aimed to explore how those good at using visuals could work with public services and civil society to communicate policies/issues.

The event was really fun and fast paced and we all learnt a lot about more about how policy people and designers can work together and mutually benefit one another’s work. It also sparked some creative ideas based on linking the two up. Follow #visualcamp on twitter to see some of them.

The event was run as a prototype for further work, and we learnt more about how future events could be structured and facilitated in order to get the most out of them for everyone involved. We want to bring people back together for an informal evening to carry on the conversation.

Therefore you are invited to join us at Royal Festival Hall (5th Floor) on the 16th of June between 5-7pm  for an informal Visual Camp meet-up, where we will carry on the conversations started Visual Camp and hopefully start some new ones!

New to the conversation? You don’t have to have attended visual camp to come along, please join in if the above interests you.

Look forward to seeing you there!

Illustration by Emily Wilkinson – look out for it at RFH

Visual Camp

On May 10th some of us at thinkpublic are going to be part of Visualcamp. The event aims to bring together policymakers and designers/creatives to explore how visuals could be used to help communicate often complex issues and policies to a wide audience.Visualisation is something that we use an awful lot in our work here at thinkpublic, and isn’t necessarily about shiny, highly finished communications being unveiled. Instead, we use visualisation more as as a catalyst to bring people together around a particular issue or set of issues . It is an extension of good conversations and an extremely powerful way to engage and encourage wider participation because:1. Visualisation helps make complex services/systems/ideas understandable.2. Quickly generating visuals helps participants talk through and explore ideas together.3. Visualising experiences and stories is an amazingly powerful way to begin to see patterns and connections between often abstract and conflicting ideas.4. Visualisation can help clearly communicate to the public why decisions were taken, promoting greater understanding.The team at thinkpublic and I are chuffed to be involved in this great event and to have have the chance to work with some people we really respect. We hope it will spark more conversations and future events on visualisation. It would be great to get as many  people as possible along to the event, so if you are a sculptor, artist, doodler, designer, or a policy maker interested in how visuals can improve how you work, please be sure to sign up. See you at visual camp.

Political Innovation Unconference, Edinburgh Part 2

Images via wearesnook.

As promised here is the follow up to the Political Innovation Unconference I attended last weekend. I had done a few pieces of work for Paul Evans from Political Innovation over the past few weeks in the lead up to the event so got invited up. It was a really fantastic day. There was debate, haggis, fun and beers, which all in all made for a thoroughly thought provoking and enjoyable time.

There is far too much to go into in one post but the sessions I found interesting was hearing how;

- To much focus on the method of delivery in Politics- more focus on the message not the media.

- Successes in social media campaigns so far are more about organising people who are already engaged, and getting them to traditionally campaign (door to door)

I also particularly enjoyed talking around the role of visualisation in political engagement. This topic came up throughout the day, and was more focused in a session called “making politics simple”. It was a pretty heated and lively discussion, and it’s clear that making politics simple isn’t the answer, because by its very nature it is complex and interconnected.

What I think is one of the challenges, and something that is particuarly interesting, is how you make “politics” tangible. How you can relate the day to day issues that people experience to wider political context. It has similarities with a lot of todays large social and environmental issues in that “Politics” seems so large and distant that it’s tricky to get your head around, and understand what it means for you. Making these issues tangible and relatable is something I feel is hugely important in getting debate, thinking and actions to help solve them. The word “politics” reflects something that is far away and unaffectable for many people.

We discussed  that maybe there should be a shift towards engaging people around specific issues and  allowing citizens to be involved in the discussion and debate that would accompany that. This would potentially engage people in taking more active roles on things they felt passionately about, and perhaps lead to them taking a wider interest in who stands for what they believe.

Understanding the problem you are dealing with, understanding the people you are talking about, and developing ways to engage and stimulate them are areas where design is playing a big role. Design and visual thinking has a great ability to break down complex and large issues and make them understandable, and then communicate to people effectively. This is vitally important in the field of service design and innovation as your often dealing with complex systems and relationships that are interconnected and intangible. Its really interesting and exciting to think about how that thinking can be applied in these spaces.

So, a really interesting and thought provoking event, and hopefully the start of bigger discussions.

Political Innovation Unconference, Edinburgh


This Saturday I am going to be attending the Political Innovation unconference in Edinburgh.

The Political Innovation project is a series of free-to-attend practical events at which people with ideas on political innovations can meet up with technical experts, journalists, bloggers, politicos and others with an interest in politics and public affairs. The event is to talk about innovative projects going on within politics and new emerging ideas.

I am personally really interested in the opportunities for citizens to participate and contribute in decision making, as well organising ourselves and being more politically and socially active.

I recently completed a series of personal projects looking at this area from a critical research standpoint, so I am really excited to learn more about interesting projects developing in reality. I am also glad to have the opportunity to hear from and to listen to things that are occurring internally within government. I am also looking forward to talking about the role of service design within this process and the benefits of a design focused approach.

We have been doing some work with them for the unconference designing some promotional materials and give away’s as well as Ivo Gormley submitting a paper, which you can read here.

We are excited and proud to be part of the event, and will post our thoughts and reflections after the event on Saturday 13th November.

Is documentary our social conscience?


I found myself seeking out the more uplifting stories when choosing which films I wanted to see at Sheffield DocFest this year. Despite this intention, I ended up seeing a fascinating exploration of London’s homeless in Penny Woolcock’s On the Streets, a gripping exploration of poverty in Orissa in Gemm Atwal’s Marathon Boy, an enlightening vision of life with brain damage in Jeff Malmberg’s Marwencol and a cultural exploration of impact of sperm banks in Jerry Rothwell’s Donor Unknown.

It’s very hard to avoid documentary that explores social conditions and that doesn’t provide us with an improved understanding of morality in that specific circumstance. Each of these films (which I heartily recommend by the way) provide important human evidence and understanding of complex subject matter in an entertaining form.

It seems a shame that this body of work, social documentary, is not connected more formally with the body that we entrust with guiding the moral framework for our lives – government. As I have tried to describe here, there is a great deal of potential for documentary, specifically the more ethnographic type documentary, to help shape policy.

Please watch Penny Woolcock’s documentary tonight and imagine what types of policies the people in it would design for themselves if the film was used as a starting point for a conversation between them, policy makers and service providers.

See Change – an idea for political innovation

Following our work with numerous local authorities in London, looking at their housing and benefits services, I have proposed a process called See Change which I’ve posted on Political Innovation.  I have pasted the article below but you can view the article and comments over at Slugger O’Toole. It would be great to get some feedback here too. Is this process going to be possible?

See Change – opening policy research to the public

Although Government claims to want our participation and wants us to appreciate its policies, it hides the evidence on which it bases its policies in fat documents and reports that are hard to read and only available free at special events at think-tanks around Whitehall.

If we want participation in politics in a way that goes beyond choice we need to share policy research in a way that engages people and invites their comments, ideas and understanding.

I propose that as part of the development of a white paper which is likely to result in a social impact, an ethnographic documentary exploring the lives of those who will be affected should be produced. This documentary would be based on existing research and would allow a more accessible and jargon-free way of engaging with the issue.

Following the television or web broadcast of the documentary there would be a defined period of time for public debate and feedback. The documentary and the public feedback would then be inputted to a policy design meeting at which the policy’s stakeholders could also be present.

The process would bring transparency and participation to an area of government that appears very closed.

Numerous governmental organisations, from the Department of Health to local Government, are starting to put more of an emphasis on qualitative research. Organisations are becoming aware of the importance of understanding their users and are commissioning research in order to do so. Yet still, most of this research is kept private or is not designed to be consumed by the public.

By focusing on the existing experiences of the user, or those affected, an ethnographic documentary commissioned from inside government departments, could provide a platform for informed public debate and collaboration between state and citizen in a way that would side-step party-political leanings.

The approach will both qualify and invite comment at the same time: a publicly aired exploration of the real lives of those who will be affected by a policy provides a level playing field for comment and idea generation. To an extent, it also educates viewers in the policy context and so qualifies them to comment. Crucially, it would often bring useful evidence into the process from sources that are not usually involved.

Bringing the public exploration of policy context – from the point of view of those affected – into the process of developing and proposing a new policy could have significant affect on the relationship between government and citizens.  It would allow more creative ideas to come from a wider range of sources and allow a formal and powerful opportunity for citizens to influence government. It would also help to create a mandate which may lead to faster implementation of those policies.

By inviting the public into the process of developing policies I believe we can get better policies and more efficient government.

What would you design for your MP and why?

debs Last week I was asked to respond to a new iPhone App that allows constituents and MPs to communicate more effectively with each other. After an animated brainstorming session over lunch we came up with a few radical ideas that could really help MPs understand their constituents and visa versa.

The one we went with in the end was an ‘Insights Holiday’ within their own constituency where MP’s will discover the issues affecting their constituents on the ground. Imagine if your representative could come and stay at yours for a week and genuinely see how the other half live!

Some of the other ideas that didn’t quite make the grade were:

A Policy Translator Megaphone This device would automatically convert incomprehensible policy jargon into plain English. This amazing megaphone would even explain how specific policies may impact on your life directly, although we aren’t quite sure how this will work yet!<\p>

A Window Into The Constituency This would take the form as a physical space or confessional permanently located in a public area, shopping centre or similar. This space would allow members of the public to record video messages directly to their MPs which may be viewed by the greater community live and online.

Also discussed were concepts for a sandwich board style coat which an MP could wear to relay upcoming policy decisions to the community and a pair of shoes that would help MPs to really step into the shoes of their constituents.

Look out for these ideas in your constituency soon!

How user-centered design put Barack Obama in the White House


How do you design a political campaign that creates social change? Well, Scott Thomas has some ideas after working on Obama’s presidential campaign and his speech at this years 99% conference has been posted on Vimeo.
It’s a fascinating insight into the back end of the most famous campaign of recent times and gives real insights into the process of designing for other people to make change. Not a bad case study for the benefit and importance of employing a user-centered design approach?

Here are some of my favourite quotes from the presentation:

“By putting all the assets online and being transparent we were able to activate and allow people to participate in the political process”

“It’s all about getting people involved in the process and to participate in the process”

“If we get more people involved in the process then it opens up politics for the people”

building britain’s future

working_with_people_is_best
Yesterday Deborah Szebeko, the Director of thinkpublic went to Number 10 to meet Gordon Brown and hear about the strategy for Building Britain’s Future. The event was attended by business entrepreneurs from across the UK and celebrated the successes of individuals who have started businesses in the UK and their contribution to the economy.

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