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.