Jess McMullin

Transformer of the citizen experience

Jess McMullin cutout

Jess is the founder of The Centre for Citizen Experience, a consultancy dedicated to helping the public sector solve problems better.

Jess works with private and public sector clients to design services, systems, and policies that make a difference in the daily lives of citizens. He also pursues design advocacy opportunities to … [full biography]

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    Visible Strategy and Policy

    I help you decide faster by making the elements that shape strategy and policy visible and concrete. Instead of everyone working from their own internal model of the world, I work with your team to create visible artifacts and touchstones that bring teams and organizations together with a shared understanding. Visible strategy tools include customer field research, facilitated codesign sessions, infographics, and rapid system and service prototyping to explore future opportunities.

    Service Design Coaching

    I build capability with your team by working together to tackle service design challenges. We will use codesign and field research to help you understand your current offerings and find new revenue opportunities. I work with you to map touchpoints, customer journeys, help visualize your market, and help craft service architecture and blueprints to realize new business value.

    Public Sector Experience Design

    I work with governments, education, and healthcare to adopt experience design methods and mindsets that improve service delivery and policymaking. I work with public sector teams and executives to help establish the value of UX and service design, choose appropriate methods, build internal capability, and shift culture.

  • Have Jess McMullin teach your team
  • Jess's Biography

    Jess Mcmullin

    Jess is the founder of The Centre for Citizen Experience, a consultancy dedicated to helping the public sector solve problems better.

    Jess works with private and public sector clients to design services, systems, 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. Jess works with private sector clients in order to bring new learning, ideas, and experiences from industry to public service.

    Jess has worked in design and user experience since 1996 and is active in the user experience, design, and innovation communities. He co-founded the IA Institute, the Overlap innovation retreat, Canux: the Canadian User Experience Workshop, and served as co-chair for the IA Summit in 2011 and 2012. The Financial Times and BusinessWeek have both covered his work, and he has recently contributed a chapter on design for policymaking to the 2012 book Usability in Government Systems: UX Design for Citizens and Public Servants.

    When he’s not helping organizations solve problems better, Jess can usually be found with a book or camera in hand or on a family outing, preferably in the Canadian Rockies. You can follow Jess and his work here.