Summary
In this talk, the speaker shares the experiences and insights gained from working on the Homestat initiative, launched by Mayor de Blasio in winter 2016. The initiative aims to confront street homelessness by placing vulnerable individuals at the center of service delivery. The speaker emphasizes the importance of empathy and dignity, advocating for a unified approach to designing services that breaks down silos within government structures. Through fieldwork, the team was able to connect with various stakeholders, including both service providers and those experiencing homelessness, which informed the creation of detailed journey maps depicting the complexities of service delivery. The talk highlights the transformation of internal relationships among agencies, the role of design in policy-making, and the emphasis on building design capacity within the government to improve public services. Ultimately, the speaker underscores the mission of making public services more effective, accessible, and user-centered, providing practical insights on fostering a design culture in large organizations.
Key Insights
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Empathy should be at the forefront of public service design.
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Service delivery must be centered on the needs of the citizens served.
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Interaction with various stakeholders is crucial for understanding service complexities.
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Journey mapping helps visualize the service process and identify bottlenecks.
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Building relationships of trust with service providers enhances collaboration.
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Design research can directly inform policy changes.
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Public-facing dashboards can improve transparency and public engagement.
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Fostering design culture within large organizations requires setting clear missions and principles.
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The toolkit approach empowers public servants to apply design methods in their roles.
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Measuring impact is vital for assessing the effectiveness of design initiatives.
Notable Quotes
"Our team heads out in the freezing cold to connect with vulnerable residents."
"It can take hundreds of contacts before they start to trust us."
"We must put our citizens at the center of every service."
"We knew we needed to get out there and start talking to more people."
"This photo shows Jose sharing feedback with his peers."
"These people spend their days responding to emergencies."
"We hosted a workshop where stakeholders reflected on the journey map."
"It includes the voices of many people we talked to."
"I take that as the highest compliment."
"We helped move 690 people into housing last year."
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