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Jess McMullin is a Canadian-based management consultant who uses human-centred design and innovation to tackle the most valuable problems his clients face – from new kinds of government ID to new business models for social income assistance.

He is the founder of Situ Strategy, a human-centred management consultancy, and the Centre for Citizen Experience, an action, education, and advocacy initiative that helps the public sector work better for people. 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.

He has worked in design and user experience since the late nineties, and is active in the user experience, design and innovation communities having co-founded the IA Institute, the Overlap innovation retreat, Canux, the Canadian User Experience Workshop and serving as co-chair for the IA Summit in 2011 and 2012. Today he trains, coaches, and consults with leaders and teams to grow their own internal capability and culture for tackling complex challenges.

His latest interests in supporting this design-driven transformation are resiliency design, documenting lean service design practices, simplifying business fluency, and inventing analogue tools for innovators.

Jess believes deeply in the power of design for social good, working mostly with public sector clients. He speaks and teaches around the world.

Event role
Workshop leader

'Lean Service Design'

How can service designers deliver value faster? Enterprises, startups, nonprofits, and governments are all asking for results in record time. In response, service design is shifting to a leaner, faster practice with closer ties to both transformation and delivery. Jeff Gothelf and Jess McMullin work together with Service Design Days to compile a special full-day workshop that is offered as an add-on to the SDD2020 program more >

Thursday, September 10, 14:00 - 17:30 (part 1)
Friday, September 11, 14:00 - 17:30 (part 2)

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