Civic design is a creative approach to solving problems that affect communities. It engages citizens as co-creators of solutions and is rooted in empathy. Civic designers assemble a multidisciplinary design team of city leaders, residents, and community partners to design solutions in their cities. They work across silos to gather insights, prototype solutions, and test ideas.

As public servants, you are a force for civic good. You serve as the bridge between your neighbors and the critical services that provide them with the quality of life that they deserve. You serve on the front lines to meet the needs of citizens. This course on civic design will layer on critical tools to enhance the work you already do. It will help you emerge as a leader of innovation and an agent of change in your city. 

Civic design allows public servants to:

1. Create programs + solutions that work. The core of civic design is considering the challenge from your user’s point of view. When you understand their problem and design from a place of empathy, you create solutions that actually work.
2. Build the tools to continuously improve. Operating with a design thinking mindset will allow you and your teams to continuously gather insights that fuel innovative solutions. We are always learning, questioning, and building.
3. Build a trusting relationship with your community. When organizations invite their users in as co-creators, it establishes a bond over common purpose. Together, you’ll create solutions that will go much further than anything created in silos.

Why aren't we doing this now?

Our current system "works." Even if a process is complicated, bureaucratic, and inefficient, citizens eventually figure it out to get what they need. We have all had a frustrating experience at DMV and grimaced at the task of changing our utilities over to a new address. We, as citizens, are so used to enduring sub-par systems in government that we have accepted them as basic fact of life. The expectations of citizens are low, so there is accountability to iterate and improve.

Consider this example. If you are dissatisfied with the service of your cell phone carrier, you will likely switch to another company. If you are dissatisfied with the service of your government, you are very unlikely to move.

Innovation

Innovation can be a buzzword in public service. Many mayoral offices now have innovation teams or Chief Innovation Officers. These individuals are tasked with identifying opportunities to solve problems and designing solutions. While these teams are doing important work, it is critical that these problem solving skills are disseminated to every team member. In an evolved and sophisticated state of innovation, it becomes an embedded mindset - not just a routine practice. Team members are empowered to be creatives and innovation is rewarded.

There are many different definitions of innovation. The one that is most relevant to this course comes from the Journal of Education for Business: "Innovation is the application of better solutions that meet new requirements, unarticulated needs, or existing market needs." As public servants, we know that the requirements of citizens are constantly changing. The effects of global shifts in the economy, environment, and society almost always trickle down to our local communities. When it does, you are tasked with developing responses to these shifts.

Developing your skills as a civic designer will allow you to see these needs more clearly and create better solutions that evolve with the needs of your community.

What does success look like?

Civic design is about tapping into your humanity to solve problems. In an ideal state, all public servants are trained to identify and solve problems alongside the citizens they serve. Government becomes highly adaptable and creates effective solutions to new needs just as quickly as they arise. Innovation is embedded as a cultural norm.

Throughout this course, you will see many examples of civic design at work in public institutions. You will also see examples of broken systems that need repair. Both ends of the spectrum are valuable for learning and training your eye to recognize opportunities for innovation.

Use the comment section below to discuss this lesson with your fellow civic designers.