Venue : Indian Institute of Management (IIMB) at Bangalore, India on 24, 25 & 26th Oct'13

Help line:, ph:+91-8099946699
Jess McMullin

Jess McMullin

Centre for Citizen Experience, Canada

Jess is the founder of the Centre for Citizen Experience, a consultancy dedicated to helping the public sector work better for people by growing design capability.

Jess works with private and public sector clients to design services, strategies, and policies that make a difference in the daily lives of citizens. He also pursues design advocacy opportunities to improve design competency, change organizational culture and promote design as a key for reinventing service delivery and organizational policy.

He has worked in design and user experience since 1996, and is active in the user experience, design and innovation communities having co-founded the Information Architecture Institute, the Overlap innovation retreat, Canux, the Canadian User Experience Workshop and serving as co-chair for the IA Summit in 2011 and 2012.

The Financial Times, Fast Company, CNET, and BusinessWeek blogs have covered his work. He has also recently contributed a chapter on design for policymaking to the 2012 book Usability in Government Systems: UX Design for Citizens and Public Servants and co-authored a 2013 paper on connecting service design practice and government policymaking for Touchpoint, the service design journal.

You can find out more about Jess and his work at

Service Design Workshop: Mapping the Whole Experience

Half Day Workshop

UX Designers are becoming more involved in service design—the application of design across different channels, like mobile, the web, and expanding to paper forms, call centres, and face-to-face service at counters or in retail. Service design considers the whole experience, from initial needs to final satisfaction. It works to make services easier to use, more enjoyable, effective, and profitable.

In this workshop attendees will learn the core concepts of service design, and then explore three specific tools for understanding and mapping the service experience. We will finish the workshop by discussing how UX designers can adopt service design tools into their current practice today.

Citizen Experience Design

Invited Talk (30min)

The public sector needs better design, from making forms, processes, and official websites easier to use to helping decision-makers understand and collaborate better when creating policy.

Design can help create better experiences for citizens, more effective service delivery for government, and create better outcomes and more efficient use of government resources.

This talk will share the need and opportunity for UX designers to help create better citizen experiences, offer some principles and examples, and invite the audience to discuss how citizen experience fits in the Indian context.