Civic Design 2021

Civic Design 2021

Videos

December 8, 2021

Wednesday, December 8, 2021 • Civic Design 2021

Human-Centered Design for Engagement: Maturing from Newsletterville to Personalized, One-to-One Messaging

Megan Nipe • Sr. Program Manager, Granicus
Lyndsay Booth • Manager, Granicus Experience Group, Granicus

Wednesday, December 8, 2021 • Civic Design 2021

Building and Sustaining Design in Government

Stephanie Wade • Founder and CEO, Ascendant

Wednesday, December 8, 2021 • Civic Design 2021

Shifting Toward Community-Led Innovation in Local Government

Ashley Cortez • Design Lead, NYC Mayor’s Office for Economic Opportunity, Service Design Studio
Devika Menon • Service Design Strategist, City of Philadelphia
Nidhi Singh Rathore • Assistant Professor of Design, Corcoran School of Arts & Design at George Washington University
Danita J. Reese • Service Design Strategist, City of Philadelphia
Mari Nakano • Director of Design, NYC Mayor’s Office for Economic Opportunity, Service Design Studio

Wednesday, December 8, 2021 • Civic Design 2021

Prototype Reviews, People With Disabilities, and You

Sam Proulx • Accessibility Evangelist, Fable

Wednesday, December 8, 2021 • Civic Design 2021

Public Policy for Jalisco's Designers to Make Design Matter

Sofía Delsordo • Programme Leader, Design Department, Ministry of Culture of the Government of Jalisco
Kassim Vera • Head of Design, Ministry of Culture of the Government of Jalisco

Wednesday, December 8, 2021 • Civic Design 2021

12 Months of COVID-19 Design and Digital Response with the British Columbia Government

Gordon Ross • Vice President and Partner, OXD

Wednesday, December 8, 2021 • Civic Design 2021

Designing for Digital Inclusion in the Belgian Government

Yalenka Mariën • Designer & Design Operations Lead, Namahn
Marie Mervaillie • Service / UX Designer, Namahn

Wednesday, December 8, 2021 • Civic Design 2021

Leveraging Civic Design to Advance Equity and Rebuild Trust in the US Federal Government

Aaron Stienstra • Senior Design Strategist, GSA
Lashanda Hodge • Managing Director of Customer Experience and Contact Center, GSA

Wednesday, December 8, 2021 • Civic Design 2021

Innovating With People: Unleashing the Potential of Civic Design

Christian Bason • CEO, Danish Design Centre

Wednesday, December 8, 2021 • Civic Design 2021

Charlotte Lee • Strategic Lead for CX and Innovation, Granicus

December 9, 2021

Thursday, December 9, 2021 • Civic Design 2021

Contexts of Use: A Framework for Connection

Lija Hogan • Principal, Customer Experience Consultant, UserTesting

Thursday, December 9, 2021 • Civic Design 2021

Pipeline to Civic Design

Charlotte Vorbeck • Senior Experience Designer, Digital Service 4 Germany
Shahzma Esmail • Public Interest Designer, Government of Ontario
Edward Alton • Senior UX Designer, Ad Hoc LLC
Sarah McArthur • Head of Innovation Practice, City of Melbourne
Ariel Kennan • Senior Fellow, Beeck Center for Social Impact + Innovation

Thursday, December 9, 2021 • Civic Design 2021

Delivering Equity: Government Services for All Ages, Languages, Sexual Orientations, and Gender Identities

Amy Paris • Product Manager, U.S. Digital Service
Danielle Thierry • Digital Service Expert, U.S. Digital Service

Thursday, December 9, 2021 • Civic Design 2021

RFPs Without Tears: Writing Inclusive RFPS that Don't Scare Away Talent

Emily Lessard • Co-Founder and Chief Strategy Officer, Bellweather Agency

Thursday, December 9, 2021 • Civic Design 2021

It Takes GRIT: Lessons from the Small, but Mighty World of Civic Usability Testing

Marisa Bernstein • User Research Specialist, Code for Canada

Thursday, December 9, 2021 • Civic Design 2021

Adopting a "Design By" Method

Jennifer Strickland • Senior Human Centered Design, Accessibility Engineer

Thursday, December 9, 2021 • Civic Design 2021

Small Wins, Big Impact: Leveraging and Elevating User Engagement

Irina Tikhonova • Manager, GXG, Granicus
Kari Dietrich • Sr. Digital Strategist, GXG, Granicus

Thursday, December 9, 2021 • Civic Design 2021

SUS: A System Unusable for Twenty Percent of the Population

Sam Proulx • Accessibility Evangelist, Fable

Thursday, December 9, 2021 • Civic Design 2021

Civic Design at Scale: Introducing the Public Policy Layer Cake

Shanti Mathew • Managing Director, Public Policy Lab
Natalie Sims • Design Director, Public Policy Lab
Natalia Radywyl • Head of Research and Capability, Today

Thursday, December 9, 2021 • Civic Design 2021

Practical People Skills for Building Trust on Teams and with Partners

Melissa Eggleston • User Experience Researcher and Designer
Maya Israni • Digital Services Expert, United States Digital Service
Florence Kasule • Director Of Procurement, United States Digital Service
Owen Seely • User Experience Researcher and Designer, United States Digital Service
Andrea Schneider • Project Manager and Lead, United States Digital Service

Thursday, December 9, 2021 • Civic Design 2021

Sparking a Service Excellence Mindset at a Government Agency

Maish Nichani • Co-founder, PebbleRoad, Ltd

Thursday, December 9, 2021 • Civic Design 2021

Ariel Kennan • Senior Fellow, Beeck Center for Social Impact + Innovation

December 10, 2021

Friday, December 10, 2021 • Civic Design 2021

Reflect and Chart Forward

Bria Alexander • DesignOps Curator
Ariel Kennan • Senior Fellow, Beeck Center for Social Impact + Innovation
Charlotte Lee • Strategic Lead for CX and Innovation, Granicus
Sarah Brooks • Human Interface Design, Apple
Emily Lessard • Co-Founder and Chief Strategy Officer, Bellweather Agency
Gordon Ross • Vice President and Partner, OXD
Joanne Dong • Life-centred Design, Systems Innovation (Si) Toronto Hub

Friday, December 10, 2021 • Civic Design 2021

Making Space for Community Knowledge-sharing in a Distributed World

Shelby Switzer • Digital Service Expert, U.S. Digital Service

Friday, December 10, 2021 • Civic Design 2021

Anticipating Risk, Regulating Tech: A Playbook for Ethical Technology Governance

Ilana Lipsett • Senior Program Manager, Institute for the Future

Friday, December 10, 2021 • Civic Design 2021

More Than Technology: Personalized Public Sector Experiences

Angy Peterson • Vice President, Granicus Experience Group, Granicus
Bob Ainsbury • Chief Product Officer, Granicus

Friday, December 10, 2021 • Civic Design 2021

Designing For Screen Readers: Understanding the Mental Models and Techniques of Real Users

Sam Proulx • Accessibility Evangelist, Fable

Friday, December 10, 2021 • Civic Design 2021

Disasters and the 21st Century

Alicia D. Johnson • Principal & CEO, Two Lynchpin Road

Friday, December 10, 2021 • Civic Design 2021

Radical Participatory Design: Decolonizing Participatory Design Processes

Victor Udoewa • Service Design Lead, CDC

Friday, December 10, 2021 • Civic Design 2021

Trauma-Responsive Design: Reimagining the Future of Design Now

Rachael Dietkus, LCSW • Digital Services Expert in Design & Social Work, United States Digital Service

Friday, December 10, 2021 • Civic Design 2021

The Next 100 Years of Civic Design: How Might We Better Rise to Meet the Challenges of Today and Tomorrow?

Meghan Hellstern • Independent Consultant
Joanne Dong • Life-centred Design, Systems Innovation (Si) Toronto Hub

Friday, December 10, 2021 • Civic Design 2021

Sarah Brooks • Human Interface Design, Apple

Speakers

Quotes

"Nearly three quarters of those surviving violent trauma report alcohol use disorders, which can lead to thoughts of suicide."

"Integrate additional innovation skills like data analytics and behavioral economics to amplify the power of design."

"Community-centered design flips the traditional script to give design power to those most impacted by policies and services."

"Screen magnification users are low vision and interact visually with prototypes, so little adaptation is needed."

"We started to see children and teenagers as users, not just audiences."

"We mapped like this for three solid days playing the map forwards, eliminating steps, mitigating risks."

"Belgian government services are still really designing with desktop use in mind, even though smartphones are more accessible."

"Equal solutions still leave some people out; tailoring based on needs actually provides equity."

"It’s a fake contradiction to say empathy and bureaucracy cannot coexist; we need bureaucracy to have empathy."

"We are not doing this because it’s fun, though it can be joyful, but because we know failure and success both bring us closer."

"Alan Cooper created personas to stop developers building features just because they're cool to build, not because users need them."

"You can make an impact by speaking the language of the people you’re talking to—using plain language instead of jargon."

"Government forms need to represent identity and respect privacy so we can better serve all people."

"Page limits will help equity and focus and level the playing field for small and large firms."

"When you test inclusively, you’re learning about the people who will be directly impacted by your work, your users."

"The establishment mindset is colonialism manifest in the design world."

"Granicus is like Lego blocks — you can create any type of engagement and experience you want."

"Screen readers let us jump from one heading to another, replicating the experience of skimming a page visually."

"Public services are a multi-layered culmination of people and products, not just a single entity."

"Trust is the sum of credibility, reliability, intimacy, divided by self-orientation."

"Narrative shapes identity and inspires action. Amazon’s Day One narrative shows how overarching stories guide hiring, projects, and failure mindset."

"One of the overwhelming requests has been how to make the case for design."

"Our job as civic designers is to bring government needs and community needs into alignment."

"Why be here if you’re not going to be here."

"We decided these would be the social norms now, and we just went for it."

"Every digital touchpoint is an opportunity to learn more about an individual’s needs, behaviors, interests, and priorities."

"The experience of using a screen reader is probably 10 times faster as you become more expert with it."

"The 10 am policy extinguished all fires by morning to protect timber but ended thousands of naturally occurring fires, intensifying disasters decades later."

"Empowerment is problematic because when we empower others, we reinforce the hierarchy we seek to subvert."

"Our ability to entice participants to share their most personal stories raises the potential to exploit them for design research."

"Is this enough? Can Civic design do more? There’s a crisis and pressing need for us to evolve our practice."

"We began exploring the state of civic design across local, state, provincial, and national levels."