6—8 March 2019

John McIntyre Conference Centre, Edinburgh

My first year as a service designer

Session type:
Case Study

Session duration:
45 minutes

Presented by:

Marc O'Connor

HMRC

About this Case Study

An informal discussion on my first year as a service designer. From my beginnings as a user researcher, what I initially thought role was, what skills I was able to bring to the role and what I eventually understood the role to be.

I will share stories of how the role has provided a new light on how to best deliver services and how I’ve built relationships with colleagues across government, both positive and not so positive (character building, shall we say?).

About the Speaker

Marc is a service designer from HM Revenue & Customs (HMRC), working to design coherent integrated service offerings based on user needs, and define the design strategy for a service or set of services. Previously he was a user researcher at HMRC, focusing on personal tax, to identify user needs and translate these insights into actionable improvements. Marc has focused on building professional relationships with key stakeholders and has facilitated stakeholder engagement workshops to create a shared problem definition and vision that meets both policy and user needs.

 @MarcOConnor21

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See the full programme

full programme
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.

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

© 2010-2018 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