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 or abusive trauma report alcohol use disorders."

"Civic design as we know it really only began back in 2013 when the Office of Personnel Management launched the Lab at OPM."

"Community-centered design is about shifting decision-making power to those most impacted by policies and services."

"Involving voices of people with disabilities ensures that you're designing with empathy and understanding."

"Imagine a world where the government prototypes and iterates all the time"

"The brilliance of the DDN was that it shortened the network distance between randomly selected government staff."

"When we started, very few administrations knew precisely how significant the risk of exclusion was."

"This lack of meaningful participation creates an imbalance of power where the public's perspectives are disempowered."

"Civic design is challenging because it’s about more than just managing change."

"We are all working towards a shared vision of an accessible, equitable future."

"When we think about personas, we often forget that users have complex identities."

"If you really think this is a thing for you, seek a place where you don’t do this alone."

"We want our government to serve all people and respect the privacy of those we serve."

"I humbly put forth this recommendation for us all to adhere to page limits."

"If it doesn't work for you, it doesn't work."

"Designers have power; we get to decide who gets heard and who gets excluded."

"There was a big push to embrace new technologies or become irrelevant."

"As a screen reader user, I need to navigate by heading levels to quickly skim a web page."

"Service design tends to focus on public-facing interventions, often neglecting the underlying policies and protocols."

"Trust is made up by four different variables: credibility, reliability, intimacy, and the absence of self-orientation."

"To spark a service excellence mindset, we must find the narrative hidden beneath the surface."

"We focused on the top things the community has asked for in our research."

"It's amazing to see how design can be applied in substantial ways to create social impact."

"Our mission is to do the greatest good for the greatest number of people."

"Technology generates as many new problems as new solutions."

"Public sector experiences are unique and not linear like typical buyer experiences."

"Assistive technology is a skill; it has to be learned and takes considerable adjustment."

"My young mind wondered, how was this possible?"

"Without community members present, decision-making power resides in the spaces between workshops led by designers."

"Trauma isn't just about sharp shocks; it relates deeply to belief systems and our connection to events."

"What role do you want to play in helping save us and our beautiful planet from ourselves?"

"We began two days ago exploring the state of civic design."