6—8 March 2019

John McIntyre Conference Centre, Edinburgh

Programme

The sixth Service Design in Government programme featured more than 45 sessions.

Day One - Wednesday 6 March 2019

8:15 Conference Registration

Pentland Room

9:20 Welcome to Service Design in Government

9:30

 Keynote

Service design for the NHS: the open door

60 minutes

Matt Edgar

Head of Design, NHS Digital

10:30 Refreshment Break

Pentland East Room

Pentland West Room

Prestonfield Room

Kirkland Room

11:00

 Case Study

Creating a minimum viable NHS service

45 Minutes

Martyn Evans

Unboxed

Dr Toby Garrood

Guy's and St Thomas' NHS Foundation Trust

Switchover

 Case Study

Building a tribe - designing Scotland's services in partnership

45 Minutes

Steven Kyle

Dundee City Council

Martyn Wallace

Scottish Local Government Digital Office

Switchover

 Case Study

Applying top tasks to government

45 Minutes

Chris Rourke

User Vision

Switchover

 Workshop

Hacks for setting the conditions for service design

90 Minutes

Linn Vizard

Independent

Marie Serrano

Ontario Policy Innovation Hub

11:50

 Experience Report

The moment(s) of truth: Making service design real

45 Minutes

Carol Yung

Deloitte Digital

Samier Abousaada

Deloitte Digital

12:35 Lunch Break

13:30

 Case Study

After the Post-it notes: how to ensure the service you designed is the one that gets delivered

60 Minutes

Simon King

York, North Yorkshire and East Riding Local Enterprise Partnership

 Case Study

Going Dutch? Redesigning community nursing in Kent using the Buurtzorg model

60 Minutes

Peter Brook

Kent Community NHS Foundation Trust

Paul Jansen

Public World / Buurtzorg Britain & Ireland

Sian Dellaway

Kent County Council

 Case Study

Let’s talk about sex and gender

60 Minutes

Stephanie Holland

Disclosure Scotland

Jane Reid

Reid between the Lines

 Case Study

Creating safe spaces for challenge - being a lead assessor for Government Service Standard assessments

60 Minutes

Steve McCready

Government Digital Service

Sam Villis

Government Digital Service

Clara Songaila

Government Digital Service

14:30 Refreshment Break

15:00

 Case Study

Design and policy: what do policy makers think?

60 Minutes

James Johnson

Department for Work and Pensions

Lucy Jessop

Department for Work and Pensions

 Case Study

How service design helped define the next government's agenda in Finland

60 Minutes

Zeynep Falay von Flittner

Hellon

Timo Pätiälä

Hellon

 Tutorial

GDPR: one year later

60 Minutes

Belen Palacios

FutureGov

Salman Chaudhri

FutureGov

 Hands-On

When words aren't enough

60 Minutes

Carolina Pizatto

Ministry of Justice UK

Amanda Kerry

Ministry of Justice UK

16:00 Switchover

Pentland Room

16:10

 Lightning Talks

Redesigning Ofsted registration - challenges and lessons

10 Minutes

Lizzy Bell

Ofsted

Richard Phillips

Informed Solutions

 Lightning Talks

Welcome to the fjord party: co-creating the Norwegian health service

10 Minutes

Asgeir Dybvig

The Norwegian Directorate of eHealth

 Lightning Talks

Spreading the Magic

10 Minutes

Sarah Auslander

Tel Aviv municipal innovation team

16:40 Social Evening

Day Two - Thursday 7 March 2019

8:45 Conference Registration

9:25 Welcome to Service Design in Government

9:30

 Keynote

Reform or Refunction: shifting the focus from quality of institutional systems to quality of life

60 minutes

Cormac Russell

MD of Nurture Development and Faculty member of the ABCD Institute at DePaul University, Chicago.

10:30 Refreshment Break

Pentland East Room

Pentland West Room

Prestonfield Room

Kirkland Room

11:00

Switchover

 Case Study

Flying the plane while changing the engine, and other such clichés

45 Minutes

Hilary Brownlie

Registers of Scotland

Chris McDermott

Value Stream Technology

Switchover

 Case Study

Streets as a service for social connection

45 Minutes

Phillippa Banister

Street Space

Switchover

 Workshop

Place-based design: starting with what is strong, not what is wrong

90 Minutes

Dr Joanna Choukeir

FutureGov

Abigail Knight

London Borough of Tower Hamlets

Dr Kevin Marshall

FutureGov

11:50

 Case Study

Unexpected insights vs. Barcelona metro signage

45 Minutes

Itziar Pobes

We Question Our Project

Raquel Ullate

Transports Metropolitans de Barcelona (TMB)

 Case Study

Redesigning the Blue Badge service

45 Minutes

Daniel Fyfield

Department for Transport

Jim Strange

Valtech

12:35 Lunch Break

13:25

 Tutorial

Community knowledge in times of disaster

45 Minutes

Maria Smolar

Public Health England

Switchover

Switchover

 Hands-On

Inclusive design to improve products and services: a practical workshop on using assistive technologies in your own projects

90 Minutes

Molly Watt

Usability and accessibility consultant and founder of The Molly Watt Trust

Chris Bush

Head of Experience Design at Sigma

 Hands-On

Designing for impact with theories of change

90 Minutes

Boris Divjak

Unboxed

Sarah Josefsberg

Freelance

14:15

 Case Study

Lost in translation

45 Minutes

Joep Kuijper

Dutch government (Department of Health and Social Care), National Youth Council

 Case Study

Outcomes Over Outputs: Service Design isn’t a speculative exercise

45 Minutes

Charlie Cosham

Engagement Lead

Charley Pothecary

Senior Service Designer

15:00 Refreshment Break

15:30

 Case Study

Why doesn't she leave?

60 Minutes

Janice Hannaway

Private consultant - I work with various charities including Women's Aid and Moira Anderson Foundation..

 Case Study

Building a user research library for local government

60 Minutes

Lucy Stewart

Snook

Mathew Trivett

Snook

 Case Study

Physician, heal thyself - healthier hiring for digital government

60 Minutes

Matt Jukes

Notbinary

Jenny Vass

Centre for Public Services Leadership

16:30 Social Evening

Day Three - Friday 8 March 2019

8:45 Conference Registration

9:25 Welcome to Service Design in Government

Pentland Room

9:30

 Keynote

A Design for Life: designing data to meet user needs

60 minutes

Ade Adewunmi

Data Transformation Consultant

10:30 Refreshment Break

Pentland East Room

Pentland West Room

Prestonfield Room

Kirkland Room

11:00

 Case Study

Joining the dots: designing for free prescriptions from the NHS

45 Minutes

Helen Spires

NHS Business Services Authority

Lindsay Green

NHS Business Services Authority

Switchover

 Case Study

Service design in a non-existent design-driven government

45 Minutes

Keren Ramírez-Acosta

Estudio Manatí

Switchover

 Case Study

Service design self-help clinic with Deloitte Digital

45 Minutes

Ruth Watson

Deloitte

Debbi McLean

Deloitte

Switchover

 Workshop

Design and money

90 Minutes

Shanti Mathew

Public Policy Lab

Camilla Buchanan

Government Inclusive Economy Unit, Department for Digital, Culture, Media and Sport, UK (currently on sabbatical)

11:50

 Case Study

Making stats easier to understand

45 Minutes

Benjy Stanton

Office for National Statistics

Kieran Forde

Office for National Statistics

 Experience Report

Lessons, leadership and legacy

45 Minutes

Jon Fisher

Nomensa

Amanda Payne

Nomensa

12:35 Lunch Break

13:25

 Case Study

Co-designing with vulnerable children and young people

60 Minutes

Melanie Rayment

Barnardo's

Jessica Kyriacou

Barnardo's

 Case Study

Chatbots in public services: lessons learned and myths busted

60 Minutes

Jenny Thai

FutureGov

Jenny Nelson

Newcastle City Council

 Workshop

How to avoid research debt: a workshop on ResearchOps for user research in service design

60 Minutes

Caroline Jarrett

Effortmark Ltd

Stephanie Rosenbaum

Tec-Ed, Inc

14:25 Refreshment Break

Pentland Room

15:00

15:50 Conference Close

16:00

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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Service Design in Government is organised by Software Acumen, based in Cambridge, England. We build communities to help technology professionals grow.

We build communities to help technology professionals grow.

© 2010-2019 Software Acumen. Service Design in Government and the Service Design in Government logos are trademarks of Software Acumen LTD.

Software Acumen Limited | Registered in Cardiff | Registration No. 05210967 | VAT No. 896 7958 26

© 2010-2019 Software Acumen. Service Design in Government and the Service Design in Government logos are trademarks of Software Acumen LTD.

Software Acumen Limited | Registered in Cardiff | Registration No. 05210967 | VAT No. 896 7958 26