Designing Public Experiences

TRAINING COURSE

Designing Public Experiences provides participants with the latest thinking in public design, and the practical tools to turn theory into delivery. It is intended for participants who are involved in the design of public sector policy and operational solutions to wickedly complex problems that have social, health, economic, environmental or security dimensions.

About the Course

This course will give participants an intense experience. It will expose you to the latest theory about the design of public experiences, show you domestic and international case studies that demonstrate practices that succeed and fail, and provide you with the fundamentals of a practical toolkit to help you put this knowledge to use.

Key facts

• Duration: 2 days
• Cost: $2900 including GST
• Next date: Monday 21 November – Tuesday 22 November
• Group size: Groups will be limited to 16 participants, to optimise people’s ability to go beyond hearing, and spend time interacting and participating.

What Designing Public Services is about

The context

The public’s experience of government exists on many levels. It can be about what happens when someone walks into a Government shopfront, completes a form, or visits a website. In short, it can be about a particular interaction.

In reality, it is much deeper than any one interaction. Over the course of people’s lives and work, they will interact – sometimes directly, sometimes indirectly, with a range of social and technical systems that Government sets up to achieve outcomes for the community.

Across the world, and increasingly in Australia, Governments are recognising that when they implement new initiatives, they are not just designing a set of products and processes that sit in isolation. Rather, they are creating or changing complex and highly integrated systems.

Millions of people will experience these systems, and their experience will shape not only their emotional response, but also hard, measurable outcomes like compliance rates, health patterns, economic productivity or domestic security.

The big questions

Because of this, Governments are grappling with questions like:

• How do I involve the community in the design of services, but still work inside the constraints of strategy, policy and limited resources?
• How can I deliver regulatory compliance and yet reduce the burden on business and individuals?
• How do I implement complex change in a way that will get the right outcome without unintended consequences?
• Will my initiative work for the Government and the community?

Where the course fits in

Designing Public Experiences brings the latest theory and innovations together with practical tools to help you answer these types of intractable questions.
It will help you to create experiences for people and businesses that turn into the outcomes that Government is pursuing and the community expects. And it will show you how to do this by making the public into a design partner as well as a service recipient.

What you will learn

• Working definitions of important Big Design concepts like wicked problems and the four orders of design
• How to better understand the public environment into which major initiatives are delivered
• How to design from a strategic and a systemic perspective
• How to design from a public perspective
• Techniques to engage the community in the design process
• Techniques to represent complex designs for the purposes of communication and collaborative design
• Techniques to prototype public experiences

Who are you?

To get the most out of this course, you will most likely be:

• A senior manager in a Government agency, or in an organisation that works in close partnership with the Government to deliver services to the public
• A program or project manager, working to deliver novel or high-impact government services to people, communities and/or the private sector
• A policy advisor, involved in the design of policy that will affect significant populations in the Australian community.

Find out more

To find out about Designing Public Experiences or our other public design classes, get in touch through any of the following channels:

Phone: +61 2 6282 8852
Email: education@thinkplace.com.au
Twitter: @thinkplace