Design Thinking: Asking the Right Questions to Address the Five Villains of the Social Good

The American Marketing Association definition of marketing centers on the concept of offerings: “Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.” A prime design question for this blog then becomes what should public and social sector...Continue reading

Redesigning Public and Social Services: Staple Yourself to a Citizen

Government leaders should adopt the perspective of a citizen passing through the end-to-end experience of a particular process and seek to optimize the complete journey. This quote from a recent McKinsey survey is simultaneously obvious and revolutionary. Of course government leaders should optimize citizen services. But most government processes seem so cumbersome and plodding that...Continue reading

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