7-9 March 2018

John McIntyre Conference Centre, Edinburgh

Applied design thinking to support government spend approvals

Session type:
Case Study

Session duration:
45 minutes

Presented by:

Vita Mangan


About this Case Study

The Standards Assurance team at the Government Digital Service (GDS) reviews, advises and approves departmental spend on digital and technology projects.

During a discovery phase, we investigated the day-to-day working practices of the teams who are responsible for assessing digital and technology activities across government. We found that users had created their own workarounds and shadow systems to do their work, because the existing tool used to track spend requests didn’t fully support their needs. User research also uncovered points of friction in the process as a result of competing user needs.

In this case study, we demonstrate how we used design sprints and co-design workshops during alpha. We brought users and stakeholders together and helped them come up with solutions that supported their own needs and those of others. By testing and iterating a set of prototypes, we helped GDS re-imagine a new assurance service that supports departments and improves collaboration between everyone involved.

About the Speaker

Vita is determined to help large organisations to build inclusive and resilient services. She joined dxw after a 5-year journey helping a tech start-up become the largest independently owned company in the space working with restaurants in the UK, USA and New Zealand.

Her latest projects at dxw include working closely with the Government Digital Service (GDS), the Department for Business, Energy and Industrial Strategy (BEIS), the NHS and Thames Valley Housing Association.

She also holds an MSc in Human-Computer Interaction from University College London, where she explored how blind individuals could take an active role in the UK community of makers.


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Service Design in Health

This session is part of our SDinHealth theme - exploring the challenges, opportunities and trends in service design for the health sector.