From online services like Netflix and Facebook, to chatbots on our phones and in our homes like Siri and Alexa, we are beginning to interact with artificial intelligence (AI) on a near daily basis. AI is the programming or training of a computer to do tasks typically reserved for human intelligence, whether it is recommending which movie to watch next or answering technical questions. Soon, AI will permeate the ways we interact with our government, too. From small cities in the US to countries like Japan, government agencies are looking to AI to improve citizen services. This paper explores the various types of AI applications, and current and future uses of AI in government delivery of citizen services, with a focus on citizen inquiries and information. It also offers strategies for governments as they consider implementing AI. Read my report here.
We often talk about design thinking in terms of generating creative and user-centered insights and solutions. Less often do we talk about design thinking as a way to align and empower teams and individual contributors. Despite best intentions, teams can revert to hierarchies and groupthink, instead of enabling equal participation and representation of people and ideas around the table. Avoiding these traps is possible through thoughtful facilitation and setting of expectations.
Here’s three ways you can use design thinking to make your team more democratic. (more…)
Everyone can be a designer, but not everyone is a Designer. What’s the difference, and why should you care?
Design thinking is everywhere. Corporations are tripping over each other trying to adopt it; consulting firms are in a race to acquire design shops;universities are adding it to coursework; and the Facebook group I moderate that started as a few people interested in social innovation design floods my notifications with activity and join requests.
On one end of the design spectrum are the students, innovators, and entrepreneurs reading about this design race, and attending online courses, in-person bootcamps, and design sprints. They’re trying to figure out how to apply design thinking to their work, or how to get a job in it.
On the other end of the spectrum, there’s the trained Designers. They’ve dedicated long careers to visual, experience, industrial, product, and other forms of design. They have MFAs and BAs in a Design discipline. The thing everyone else is scrambling to learn more about and do, they live and breathe every day, and they don’t add “thinking” or “human-centered” to it to make it real. And no, their job is not just about making things look good. (more…)
In April, I was invited to speak on a panel for the Digital Technologies and Development event at Columbia SIPA. Below is an edited version of my remarks.
Since this panel is on “making digital technologies work for people and businesses,” I want to briefly discuss why we need to keep the human factor in mind when we think about making digital technologies work for everyone. To do this, I’ll share three examples focused on human-centered design in technology and civic innovation.(more…)
Over on Forbes, I wrote about the new civic movement of participatory budgeting, and how youth are making decisions about how to spend city budgets to improve their communities. I interviewed fellow UChicago alumna and SIPA professor Hollie Russon Gilman for the piece; she’s the author of a new book on the subject, Democracy Reinvented.
Photo by Jeff Sheldon via Unsplash.com. It’s on the resource list!
“Design thinking,” “human-centered design,” or just “design” is becoming so popular we can’t keep up. A few years ago, I had to explain why design is important; now, there’s non-stop questions about how to learn more. There’s so many great courses, toolkits, readings, and online tools for design that we decided to mobilize the collaborative power of the Internet to consolidate them into one master list. Whether you’ve just heard about this whole design thing, or you’re a design master looking for some new exercises or visual tools, this Google doc is a great place to start. And it’s open, so please add your favorite resources!
I left my California beach town vacation early to return to frozen New York for the democratic tradition and right of jury duty. For two days, I sat in a stale room with intermittent wifi with over 100 citizens from across socio-economic backgrounds. Unfortunately, what should’ve been a privileged and proud citizen experience turned out to be a futile, inefficient, and outdated process. I say this not to diminish the importance of diverse citizen juries, but to acknowledge the frustration I saw and heard from my fellow citizens in the room, and experienced myself. At the end of the second day, my peers and I cheered and sighed in relief as we heard that we are free from serving on a jury for the next several years. I was at once thrilled that I was done with what was a dreaded and annoying process, and saddened that most citizens would leave the court house with even less confidence or interest in their government.
“As a country, we haven’t invested in or changed the ways we engage with democracy; we’re interacting with 20th century institutions in the 21st century.”
A graduate student in public policy, I’ve been involved with government since high school. What struck me as I sat in the jury room is that while I’ve interacted with the government in many ways as an employee, student, and engaged citizen, for many in the room, this is one of the only times they’ll interact with the government this year, and they were left sorely disappointed in how it functions. (more…)