Leveraging service design support to rapidly improve services

1. Service design moves quickly from understanding demand to designing & validating improvements

2. We’ve developed partnerships that help produce actionable insights & outputs

Commissioners use the research to better understand their customers and manage demand. Services take forward the solutions designed and tested by the universities. Universities can apply their specialist skills in a real world environment and demonstrate impact.

3. We’ve focused on challenges that help shift to help citizens taking greater responsibility

How can we help disabled, long term unemployed & older people develop their digital skills to use our services & meet their needs online?

4. How universities have used service design to add value

  • Identified needs to understanding motivations and behaviours
  • Designed and tested solutions with users of our services & communities
  • Developed resources that can be used immediately by our services



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Head of Policy Design, Scrutiny & Partnerships @newhamlondon #localgov Co-founder of #systemschange & #servicedesign progs. inspired by @cescaalbanese