In an age where disinformation is rampant, public engagement is low, and when the needs for government services is increasing but trust in government is declining, we need to rethink the citizen experience we are designing for. Too often governments narrowly define the experience that they build for to be combinations of fast, easy, cost-effective, and legally accurate. How do we design for participation? How do we design government services so that they accurately reflect the needs of people in these often life changing moments?

Join us as Service Design expert Ryan Hum discusses these questions and more during the Master of Design 2023 Vernissage!

How can you participate? Join us in person or online by registering for the Zoom Meeting or by watching live on YouTube.

Have questions? Send them to info.4@concordia.ca  

Ryan Hum

Ryan Hum is the first ever Chief Client Experience Officer and Associate Assistant Deputy Minister of Citizen Service at Employment and Social Development Canada where his focus will be on improving the client service experience (CX). This means being a thought-leader on CX, developing organization-wide capabilities, providing CX support and guidance, and partnering with internal and external stakeholders. Previously, he was the Vice President, and Chief Data and Information Officer at the Canada Energy Regulator where he led the organization in data projects that advanced automation, open science, transparency, and reconciliation.

Ryan was also the former Chief Designer and Chief Data Scientist with the Government of Canada’s Central Innovation Hub, as well as the Director, Service Insights and Experimentation at Immigration, Refugee, and Citizenship Canada. Ryan is an expert in service design and data analytics and has taught in these fields for many years at leading universities. He’s also a father of two.