Knowledge sharing – user centred service design
11 December 2020
A huge thank you to everyone who joined our first knowledge sharing webinar this week. We’re keen to provide as many opportunities as possible for knowledge sharing, learning and engagement. At this first event over 30 people from across Wales came together to look at how user centred service design can support public service delivery in Wales.
Session overview
To start the session the group heard from Darius Pocha, founder of Create/Change and a member of the Centre’s Advisory Panel, Jess Neely, Service Design and Research Lead at Perago and Ian Vaughan from Neath Port Talbot County Council. From the principles of service design through to communities of interest and hands on delivery, some the key points from the three speakers were:
- our starting point is that we must develop public services in collaboration with the people who use them
- in Wales we have:
- public services that need to be designed
- people with the skills to design them
- people who want to learn service design skills
- we don’t have:
- enough opportunities for skilled people
- pathways for people to enter the profession
- taking a user centred service design approach is helping us design the right thing for the customer
- without service design there is no real transformation
The discussion that followed covered skills and capability, transforming services through the pandemic and sharing challenges and good practice.
What’s next?
We’re now looking at other ways to bring people together and keep the conversation going. In the meantime, if you have any questions, would like to share any learning or just want to find out more, then get in touch.
If you were unable to make the session, but would like to hear the conversation you can access the recording here:
