This session is about the design of services. We commonly refer to service design as a methodology or a mindset to apply. It’s sometimes framed as user-centred design in the context of an organisation trying to achieve something, with additional diagrams and prototyping. And all too often with a complex array of terms thrown into the mix from organisational or business design, transformation, design thinking or innovation, to lean UX and MVPs.
Kate will instead talk about the desired outcome. Which is that good services have been designed or re-designed, that people are actually using them, and that they like them so much they tell others about them. She will discuss what it takes to do this, who is doing this, and how we might scale and align our collective efforts across an organisation.
Kate helps design good services as well as their building blocks. She works with senior management, teams and individuals in large organisations to create the right conditions for good design to happen.
This has included the Home Office, Government Digital Service, PartyGaming, Virgin, First Telecom, American Express, Peek Vision and many others.
Kate has spent some 16 years designing products and services, both consulting and in-house. She also works closely with a number of start-ups through Techstars, the global accelerator.