{"id":7001,"date":"2019-05-13T21:09:47","date_gmt":"2019-05-14T01:09:47","guid":{"rendered":"https:\/\/toutlemonde-ux.com\/?p=7001"},"modified":"2020-03-08T10:21:21","modified_gmt":"2020-03-08T14:21:21","slug":"boston","status":"publish","type":"post","link":"https:\/\/toutlemonde-ux.com\/?p=7001","title":{"rendered":"Boston\u2019s journey to rethinking the public service experience"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00a0\u00bb1&Prime; fullwidth=\u00a0\u00bbon\u00a0\u00bb _builder_version=\u00a0\u00bb3.22.3&Prime; collapsed=\u00a0\u00bboff\u00a0\u00bb][et_pb_fullwidth_image src=\u00a0\u00bbhttps:\/\/toutlemonde-ux.com\/wp-content\/uploads\/2019\/05\/Boston2-1024&#215;317.png\u00a0\u00bb _builder_version=\u00a0\u00bb3.22.7&Prime;][\/et_pb_fullwidth_image][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; _builder_version=\u00a0\u00bb3.22.3&Prime; collapsed=\u00a0\u00bboff\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb3.22.3&Prime; background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.0.47&Prime;][et_pb_text admin_label=\u00a0\u00bbTexte\u00a0\u00bb _builder_version=\u00a0\u00bb3.22.7&Prime; background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb]<\/p>\n<h1>Boston\u2019s journey to rethinking the public service experience<\/h1>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.22.3&Prime; background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.0.47&Prime;][et_pb_text admin_label=\u00a0\u00bbTexte\u00a0\u00bb _builder_version=\u00a0\u00bb3.22.7&Prime; background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb]<\/p>\n<p>Boston&rsquo;s new website, and associated new designs, launched in 2016 and it marked a pivotal shift in working for the digital public experience. There was a new team on the org chart, a \u00ab\u00a0Digital\u00a0\u00bb Team. What did all this mean for user experience and design thinking at the City? While the launch of the new Boston.gov has led to tremendous improvements, our work here is never done.\u00a0Where are we now?\u00a0Where has the new digital brand grown, and where has it stagnated? When can rebranding be a catalyst for change, and when is it not enough? What is the purpose of a modern design framework in public service? Come to learn, discuss, and reflect on this case study of the public service experience.<\/p>\n<p>La pr\u00e9sentation de la conf\u00e9renci\u00e8re en <strong><a href=\"https:\/\/toutlemonde-ux.com\/wp-content\/uploads\/2019\/05\/Jeanethe-Falvey.pdf\">format PDF<\/a><\/strong><\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb3.0.47&Prime;][et_pb_code _builder_version=\u00a0\u00bb3.22.7&Prime;]<iframe loading=\"lazy\" src=\"https:\/\/www.facebook.com\/plugins\/video.php?href=https%3A%2F%2Fwww.facebook.com%2Ftoutlemondeux%2Fvideos%2F439904626800282%2F&#038;show_text=0&#038;width=560\" width=\"560\" height=\"315\" style=\"border:none;overflow:hidden\" scrolling=\"no\" frameborder=\"0\" allowTransparency=\"true\" allowFullScreen=\"true\"><\/iframe>[\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.22.3&Prime;][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.0.47&Prime;][et_pb_team_member name=\u00a0\u00bbJeanethe Falvey\u00a0\u00bb position=\u00a0\u00bbBoston\u2019s Chief Digital Officer\u00a0\u00bb image_url=\u00a0\u00bbhttps:\/\/toutlemonde-ux.com\/wp-content\/uploads\/2019\/05\/jea.jpg\u00a0\u00bb _builder_version=\u00a0\u00bb3.22.7&Prime;]<\/p>\n<p>Jeanethe Falvey is Boston\u2019s Chief Digital Officer, heading the team responsible for the look, feel, and function of Boston.gov and @CityofBoston social media. Jeanethe brings more than 10 years of experience in digital engagement strategy to the City. Prior to joining Boston in 2017, she served as the Director of Digital Strategy for National Geographic Society and led the creation of nationalgeographic.org following the transition with National Geographic Partners.<br \/>Her start at the U.S. EPA, working with communities facing environmental damages and working on crisis communications for responses to local and regional emergencies such as Hurricane Sandy and Deepwater Horizon, shaped her deep, personal mission to improve the civic digital experience.<\/p>\n<p>[\/et_pb_team_member][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb3.22.3&Prime;][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb3.0.47&Prime;][et_pb_text _builder_version=\u00a0\u00bb3.19.15&Prime;]<\/p>\n<h2>Commanditaires<\/h2>\n<p>Tout le monde UX aimerait remercier ses partenaires qui rendent nos \u00e9v\u00e9nements possibles: Valtech Canada, Havas Montr\u00e9al, ErgoWeb, UX Recherche, READi Design Lab, Tink, Kryzalid, StratWeb Inc, Kaliop et Nventive.[\/et_pb_text][et_pb_gallery gallery_ids=\u00a0\u00bb6686,6682,6722,6725,6717,6714,6736,6800,6730,6685,6704,6741&Prime; posts_number=\u00a0\u00bb14&Prime; show_title_and_caption=\u00a0\u00bboff\u00a0\u00bb show_pagination=\u00a0\u00bboff\u00a0\u00bb _builder_version=\u00a0\u00bb3.19.15&Prime; border_width_all_image=\u00a0\u00bb30px\u00a0\u00bb border_color_all_image=\u00a0\u00bb#ffffff\u00a0\u00bb][\/et_pb_gallery][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Boston\u2019s journey to rethinking the public service experienceBoston&rsquo;s new website, and associated new designs, launched in 2016 and it marked a pivotal shift in working for the digital public experience. There was a new team on the org chart, a \u00ab\u00a0Digital\u00a0\u00bb Team. What did all this mean for user experience and design thinking at the [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":7017,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"<h1><b>L'exp\u00e9rience client: son \u00e9volution, 10 principes et les derni\u00e8res tendances pr\u00e9sent\u00e9es \u00e0 SXSW<\/b><\/h1><p>Une conf\u00e9rence donn\u00e9 par Daniel Lafreni\u00e8re, conseiller, auteur et conf\u00e9rencier en CX (Customer Experience) et UX (User Experience) (Voir ci-dessous)<\/p><p>L\u2019exp\u00e9rience client est au coeur des pr\u00e9occupations des entreprises, qu\u2019elles soient B2C ou B2B. Pour plusieurs, leur survie en d\u00e9pend. Pendant la 1ere partie de la pr\u00e9sentation, il abordera l\u2019\u00e9volution de la pratique du design, de l\u2019interaction personne-machine \u00e0 l\u2019exp\u00e9rience client. Il pr\u00e9sentera par la suite 10 principes pour orienter la conception de toute exp\u00e9rience client, qu\u2019elle soit physique ou num\u00e9rique.<\/p><p>Dans la 2e partie de la pr\u00e9sentation, il sera question des derni\u00e8res tendances en UX et CX pr\u00e9sent\u00e9es en mars pendant la conf\u00e9rence SWSX \u00e0 laquelle il a assist\u00e9. il parlera notamment d\u2019interfaces conversationnelles, de design exp\u00e9rientiel, et de l\u2019avenir du commerce de d\u00e9tail.<\/p><p><span style=\"font-weight: 400;\">Fort d\u2019une expertise d\u00e9velopp\u00e9e sur une trentaine d\u2019ann\u00e9es, Daniel Lafreni\u00e8re est conseiller, auteur et conf\u00e9rencier en CX (Customer Experience) et UX (User Experience).<\/span><\/p><p><span style=\"font-weight: 400;\">Il a offert des formations et des conf\u00e9rences au Canada, aux \u00c9tats-Unis et en Europe. De 1993 \u00e0 2006, il a enseign\u00e9 aux 1er et 2e cycles \u00e0 l\u2019Universit\u00e9 Laval. Il a aussi \u00e9t\u00e9 professeur invit\u00e9 \u00e0 l\u2019Universit\u00e9 de Montr\u00e9al et \u00e0 l\u2019Universit\u00e9 de Lyon en France. <\/span><\/p><p><span style=\"font-weight: 400;\">Il est l\u2019auteur de six livres dont De kess\u00e9 l\u2019exp\u00e9rience client? (2017), Le petit guide de la grande exp\u00e9rience client (2012), Talk to me \u2013 Get personal. Get relevant. Get more customers! (2010) et Le design Web raisonn\u00e9: 3 \u00e9tapes pour concevoir l\u2019exp\u00e9rience client (2005).<\/span><\/p><p><span style=\"font-weight: 400;\">Daniel r\u00e9dige aussi un blogue sur l'exp\u00e9rience client pour le journal les Affaires.<\/span><\/p><div class=\"vcex-icon-box clr vcex-icon-box-two aligncenter\"><div class=\"vcex-icon-box-content clr\"><p>D\u00e9couvrez la vid\u00e9o et le <a href=\"https:\/\/toutlemonde-ux.com\/ux-et-cx-avec-daniel-lafreniere-recapitulatif\/\">r\u00e9capitulatif de la soir\u00e9e<\/a>.<\/p><\/div><\/div>","_et_gb_content_width":"","_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[61,67],"tags":[],"class_list":["post-7001","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-conference","category-conferences-passees"],"_links":{"self":[{"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=\/wp\/v2\/posts\/7001","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=7001"}],"version-history":[{"count":13,"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=\/wp\/v2\/posts\/7001\/revisions"}],"predecessor-version":[{"id":7148,"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=\/wp\/v2\/posts\/7001\/revisions\/7148"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=\/wp\/v2\/media\/7017"}],"wp:attachment":[{"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=7001"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=7001"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/toutlemonde-ux.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=7001"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}