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.

The Service Design in Government programme is also available as an A4 PDF here.

Day One - Wednesday 7th March 2018

8:15 Conference Registration

Pentland Room

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

Pentland East Room

Pentland West Room

Prestonfield Room

Holyrood Room

11:00

Pentland East room

 Case Study

Just enough discovery

45 Minutes

Mayra Vega

Pivotal Labs

Laurel Gray

Pivotal Labs

Switchover

Pentland West room

 Case Study

Design-driven innovation as a toolkit for the Ministry of the Interior (Estonia)

45 Minutes

Katre Savi

Estonian Design Centre

Switchover

Prestonfield room

 Hands-On

Inclusive information in service design and delivery

90 Minutes

Jenni Parker

Humanly

Ali Fawkes

Humanly

Holyrood room

 Workshop

Our abundant communities

90 Minutes

Steve Lee

Independent

11:50

Pentland West room

 Case Study

Embedding end-to-end services on GOV.UK

45 Minutes

Kate Ivey-Williams

GDS

12:35 Lunch Break

13:30

Pentland East room

 Case Study

Design for democracy - exploring the politics of service design in Scotland

60 Minutes

Mike Press

Open Change

Hazel White

Open Change

Pentland West room

 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

Prestonfield room

 Case Study

Transforming education through service design

60 Minutes

David Morgan

Knight Moves

Holyrood room

 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

Pentland East room

 Case Study

How Design Influences Policy: Case Studies from the Department of Veteran Affairs

60 Minutes

Xena Ni

Nava PBC

Sneha Pai

Nava PBC

Pentland West room

 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

Prestonfield room

 Hands-On

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

Orange Bus

 Case Study

Working in the open works.

60 Minutes

Matt Jukes

NotBinary

16:00 Switchover

16:05

Pentland West room

 Case Study

Pea and ham soup? From a chicken? Now that’s clever

45 Minutes

Hilary Brownlie

Registers of Scotland

David Monaghan

Registers of Scotland

Prestonfield room

 Case Study

Integrating user-centred design with agile and DevOps

45 Minutes

Robert Coop

Hippo Digital

16:50 Social Evening

Day Two - Thursday 8th March 2018

8:45 Conference Registration

Pentland Room

9:30

 Keynote

Digital government: reasons to be cheerful

60 minutes

Janet Hughes

Freelance Digital Director

10:30 Refreshment Break

Pentland East Room

Pentland West Room

Prestonfield Room

Holyrood Room

Salisbury Room

11:00

Pentland East room

 Case Study

Service design confidential: the secrets of solving gritty challenges in government

45 Minutes

Jane Fletcher

Kainos

Olivia Sharp

Kainos

Switchover

Pentland West room

 Case Study

Where the rubber hits the road: applying a service mindset to product development

45 Minutes

Debbi McLean

Deloitte Digital

Lisa O'Brien

Deloitte Digital

Switchover

Switchover

Holyrood room

 Workshop

What's in it for me? Finding the service proposition in policy

90 Minutes

Tory Dunn

HMRC

Beth Noble

HMRC

Marc O'Connor

HMRC

Salisbury room

 Discussion

What are service patterns and do we need them?

90 Minutes

Kay Dale

GDS

Ignacia Orellana

GDS

11:50

Pentland East room

 Case Study

User driven service transformation - challenging health and social care systems by empowering patients and families

45 Minutes

Amy Ricketts

FutureGov

Kirsty Joan Sinclair

FutureGov

Elle Tweedy

FutureGov

Prestonfield room

 Case Study

Putting AI into Service Design

45 Minutes

Simon Sear

BJSS

12:35 Lunch Break

13:30

Pentland East room

 Case Study

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

90 Minutes

Esko Reinikainen

The Satori Lab

Ben Proctor

The Satori Lab

Pentland West room

 Case Study

Digital transformation: NHS Alpha and Register with a GP

45 Minutes

Mat Johnson

NHS Digital

Switchover

Prestonfield room

 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

Salisbury room

 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

Pentland West room

 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

Pentland East room

 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

Pentland West room

 Case Study

Questioning a policy through design research

60 Minutes

Itziar Pobes

We Question Our Project

Toni Pérez Rodríguez

Diputació de Barcelona (Barcelona County)

Prestonfield room

 Case Study

Building a design system for government services

60 Minutes

Tim Paul

GDS

continued

continued

Salisbury room

 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

16:45 Social Evening

Day Three - Friday 9th March 2018

8:45 Conference Registration

Pentland Room

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

Pentland East Room

Pentland West Room

Prestonfield Room

Holyrood Room

11:00

Pentland East room

 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

Pentland West room

 Case Study

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

45 Minutes

Christopher Farrington

Innovation Lab - Northern Ireland Civil Service

Switchover

Prestonfield room

 Tutorial

Iterative service prototyping toolkit

90 Minutes

Itziar Pobes

We Question Our Project

Marc Garcia Fortuny

We Question Our Project

Holyrood room

 Tutorial

Piloting digital storytelling as a service design tool

90 Minutes

Dr Jennifer M. Jones

Service Design Academy / Media for Communities

11:50

Pentland West room

 Case Study

Reshaping the city — Democratisation through experiments

45 Minutes

Belen Palacios

Future Cities Catapult

12:35 Lunch Break

13:30

Pentland East room

 Case Study

A place-based approach to health commissioning

60 Minutes

Cat Drew

Uscreates

Justine Fish

Make Kit

Pentland West room

 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

Pentland East room

 Case Study

Can you measure meaning?

60 Minutes

Shanti Mathew

Public Policy Lab

Holyrood room

 Case Study

Designing on the inside

60 Minutes

Charley Pothecary

Snook

Karen Fitzgerald

Cork County Council

14:30 Refreshment Break

Pentland Room

15:00

 Endnote

What happened and what’s next

60 minutes

Caroline Jarrett

Effortmark

Jane Reid

Freelance user researcher

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.

Loading...