7-9 March 2018

John McIntyre Conference Centre, Edinburgh

Programme

We're delighted to present the fifth Service Design in Government programme, featuring more than 40 sessions.

Day One - Wednesday 7th March 2018

8:15 Conference Registration

9:15 Welcome to Service Design in Government

9:30

Keynote

A tale of two agencies: designing automatic voter registration

60 minutes

Whitney Quesenbery

Center for Civic Design

10:30 Refreshment Break

11:00

 Case Study

Just enough discovery

45 Minutes

Mayra Vega

Pivotal Labs

Laurel Gray

Pivotal Labs

Switchover

 Hands-On

Inclusive information in service design and delivery

90 Minutes

Jenni Parker

Humanly

Ali Fawkes

Humanly

 Workshop

Our abundant communities

90 Minutes

Steve Lee

(Independent)

11:50

 Case Study

Details coming soon

45 Minutes

Details coming soon

Deloitte

12:35 Lunch Break

13:30

 Case Study

Making tough decisions: designing for health benefits in DWP

60 Minutes

Tom Morgan

Department for Work and Pensions

Rebekah Barry

Department for Work and Pensions

 Case Study

Building a culture of design

60 Minutes

Ellen Care

London Borough of Bexley

Anne-Louise Clark

London Borough of Bexley

14:30 Refreshment Break

15:00

 Case Study

Sailing into the wind: service redesign within Guy's & St. Thomas' NHS Foundation Trust

60 Minutes

Martyn Evans

Unboxed

Toby Garrood

Guy's & St. Thomas' NHS Foundation Trust

 Case Study

Playing in the face of death - engaging approaches to overcome challenges in service design

60 Minutes

Celine McLoughlin

Department for Work and Pensions

Anna Rzepczynski

Orangebus

16:00 Switchover

16:05

16:45 Social Evening

Day Two - Thursday 8th March 2018

8:45 Conference Registration

9:30

Keynote

Details coming soon

60 minutes

Janet Hughes

Freelance Digital Director

10:30 Refreshment Break

11:00

 Case Study

A healthy collaboration: working with policy to deliver better outcomes for people with mental health conditions

45 Minutes

Sophie Boyd

Department for Work and Pensions

Details coming soon

Details coming soon

Switchover

 Case Study

Details coming soon

45 Minutes

Details coming soon

Deloitte

Switchover

 Hands-On

What's in it for me?

90 Minutes

Tory Dunn

HMRC

Details coming soon

Details coming soon

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 Workshop

What are service patterns and do we need them?

90 Minutes

Kay Dale

GDS

Ignacia Orellana

GDS

11:50

 Case Study

Details coming soon

45 Minutes

Details coming soon

Details coming soon

12:35 Lunch Break

13:30

 Case Study

Service designing a whole organisation - a f**king awesome story!

90 Minutes

Esko Reinikainen

The Satori Lab

Ben Proctor

The Satori Lab

Sarah Prag

Make it Quotidian

Switchover

 Hands-On

Let’s play a game: how would you go about designing a new service for families that are separating?

90 Minutes

Jack Collier

Ministry of Justice

Alejandra Diaz

Ministry of Justice

 Tutorial

Human-centred design - bridging the gap between Big Data and human needs

150 Minutes

Alison Rome

Future Everything

Feimatta Conteh

Future Everything

Mahnaz Yusaf

Future Everything

14:20

 Case Study

Digital approaches to support mental wellbeing in young people

45 Minutes

Anne Dhir

We are Snook

Eve Georgieva

We are Snook

15:05 Refreshment Break

15:30

 Case Study

Walking in other’s shoes: service design and medical education

60 Minutes

Hazel White

Open Change

Rodney Mountain

NHS Tayside / University of Dundee

 Case Study

Questioning a policy through design research

60 Minutes

Itziar Pobes

We Question Our Project

Toni Pérez Rodríguez

Diputació de Barcelona (Barcelona County)

continued

 Tutorial

Human-centred design - bridging the gap between Big Data and human needs

150 Minutes

Alison Rome

Future Everything

Feimatta Conteh

Future Everything

Mahnaz Yusaf

Future Everything

16:30 Social Evening

Day Three - Friday 9th March 2018

8:45 Conference Registration

9:30

Keynote

Let´s talk about impact: Service Design in the Health Sector

60 minutes

Birgit Mager

Service Design Network

Aline de Araujo Alonso

Service Design Impact Report

10:30 Refreshment Break

11:00

 Case Study

Service design for Realistic Medicine

90 Minutes

Mike Press

Open Change

Dr Gill Paterson

Scottish Government - CMO Directorate / Healthcare Improvement Scotland / NHS Greater Glasgow and Clyde

 Case Study

Designing for motivation: using behavioural science and design to increase recycling

45 Minutes

Christopher Farrington

Innovation Lab - Northern Ireland Civil Service

Sarah Allen

Innovation Lab - Northern Ireland Civil Service

Switchover

 Tutorial

Iterative service prototyping toolkit

90 Minutes

Itziar Pobes

We Question Our Project

Marc Garcia Fortuny

We Question Our Project

 Tutorial

Piloting digital storytelling as a service design tool

90 Minutes

Dr Jennifer M. Jones

Service Design Academy / Media for Communities

11:50

 Case Study

Reshaping the city: democratisation through experiments

45 Minutes

Belen Palacios

Future Cities Catapult

12:35 Lunch Break

13:30

 Case Study

A place-based approach to health commissioning

60 Minutes

Cat Drew

Uscreates

Jessica Attard

Healthy London Partnership

 Case Study

Embedding human-centred design in immigration - a tale of co-design for culture change

60 Minutes

Ryan Hum

Immigration, Refugee and Citizenship Canada

Stephanie Jay-Tosh

Immigration, Refugee and Citizenship Canada

Nourhan Hegazy

Immigration, Refugee and Citizenship Canada

 Case Study

Designing on the inside

60 Minutes

Charley Pothecary

Snook

Karen Fitzerald

Cork County Council

14:30 Refreshment Break

15:00

Endnote

Details coming soon

60 minutes

Details coming soon

Details coming soon

16:00 Conference Close

Case Study/Experience Report

A presentation and discussion of real-life (not theoretical) experiences of the application (or mis-application) of service design techniques. Case studies and experience reports include some discussion of lessons learned and an indication of how novel the work is.

Hands-On

Participants learn a new approach, tool or technology through using it to solve one or more practical exercises. Any software/hardware requirements are disclosed in the session description.

Tutorial

A session focused around some specific tool, technique or issue. Primarily led by the speaker, tutorials usually include some elements of interactivity or individual / group exercise.

Workshop

An in-depth working session on a specific topic. May include paper presentations.

Lightning Talks

Short talks (max 10 minutes) on almost any topic.

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