About this Tutorial
The Sisyphean rock of government service design: getting 'the org' to buy into it when entrenched approaches, assumptions, incentives, processes and hierarchies all seem to conspire against good (assumption-validated, evidence-based) decision making.
What decision making anti-patterns do we face when trying to help those unfamiliar with our ways of working and thinking to support us? What strategies can we employ to get the best decisions made in a timely away - and to help good service design to move further, faster?
About the Speaker
Trilly Chatterjee is a Deputy Head of Profession for Product at NHS Digital. His background is in design research and public sector service development. He helps teams understand their goals, think collectively and organise effectively to build services that truly meet the needs of users.
Trilly developed HMRC's formative 2014 digital strategy, and co-led a cross-departmental team (DWP/HMRC) to conceive and deliver the award-winning 'Check Your State Pension' digital service. He now supports developing product managers and shepherds a growing community of them in the health and social care system.
Trilly knows service design is fundamentally a people game. He's passionate about open, collaborative problem solving and multidisciplinary culture; fascinated by the principles of successful service design - and the human dynamics that can prevent it. He likes to bring clarity of purpose to people wherever it is valuable - and to help others to do the same.