22. Epic Journey of American Voters (privileged version)
Dana Chisnell, 2017
https://medium.com/civic-designing/the-epic-journey-of-american-voters-ed07bd0e6c57
23. Epic Journey of American Voters (burdened version)
Dana Chisnell, 2017
https://medium.com/civic-designing/the-epic-journey-of-american-voters-ed07bd0e6c57
27. Municipal service use cases:
pay a parking ticket, attend a council meeting
register for summer camp, find work with the city
get a building permit, call an ambulance, street planning
renew a business permit, find swimming pools, get a library card
report a pothole, find out about parks, report trash on a sidewalk
get a parking permit, leave public comment
pay your property taxes, apply for a special event permit
request a streetlight, find the police non-emergency number
take a CPR training from the fire department
find your recycling day, call your council member
31. Research questions:
- What are city website teams prioritizing
& why?
- What does the public want?
- What does the public expect?
- How can we define a purpose for a
really general website?
37. Research questions:
- What are city website teams prioritizing & why?
- How are city staff running websites & what
barriers do they encounter?
- What does the public want?
- What does the public expect?
- How can we define a purpose for a really general
website?
40. Research methods & skills:
- Moderated interviews
- Survey design
- Map & data science
- Facilitated synthesis
- Web analytics
41. Municipal service use cases:
- Parking - pay a ticket, get a permit
- Jobs - find work with the city
- Permitting - building, planning, business, event
- Recreation - summer camp, swimming pools, libraries
- Maintenance - potholes, streetlights, parks, recycling
- Democracy - comment, meetings, property taxes
- Public safety - police, fire, ambulance
46. Research question:
What makes modern digital
practices stick within a
government entity, beyond a
single innovation project?
47. Assumptions:
- Transformation is not as risky as government
agencies may perceive it to be.
- Transformation doesn’t have an endpoint; you
work on it continually.
- Changing culture to be more open and agile
makes government services more
user-centered and builds trust.
- There’s not one right way to do this work.
48. Interview questions:
- What does digital transformation mean in
government?
- What is the goal or end-state? How do you know when
you’re done?
- What are the biggest obstacles to this work? How can
we help people get past those obstacles?
- Is there one digital transformation process or many?
- How do you make the changes last?
- What resources would be valuable for other agencies
doing this work?
56. Non-criminal case types:
- Family law - divorce, parentage, custody
- Small claims - lawsuits under $10,000
- Many restraining orders
- Probate law - estates, guardianship, conservatorship
- Civil law - lawsuits, housing, name/gender changes, more
59. Research questions:
- How do judges work with people
representing themselves?
- Which process steps trip up
self-represented litigants?
- What language do assisters use to
explain legal matters?
- What is people’s mental state at court?
65. Work out
what to ask
the court
Tell
the court
(in writing)
Share
with others
involved
Write up
get signed
& act on
This isn’t as
easy as it
sounds, & help
centers (&
attorneys)
spend quite a
bit of time on
it.
The main step
that forms,
“self help”
assistance,
online doc-
assembly
interviews,
etc, are
intended to
help with.
Service:
unfamiliar
concept for
laypeople.
Basically the
court can’t act
until it knows
that everyone
has the same
information.
There may be
action by the
user in this
step
(appearance,
evidence, etc)
but the point
is the court
does
something.
You, the user,
have to write
up your own
orders - OAH,
judgment, etc
- you’re NOT
DONE when
the judge says
something.
Multiple rounds common here
Court
decision
Agree
with or w/o
help
67. “We’re not just asking
people to be their own
lawyer. We’re asking them
to be a paralegal, legal
admin, process server, and
scheduler.” - Kyanna Williams