6—8 March 2019

John McIntyre Conference Centre, Edinburgh

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

Session type:
Experience Report

Session duration:
45 minutes

Presented by:

Carol Yung

Deloitte Digital

Samier Abousaada

Deloitte Digital

About this Experience Report

Government constantly needs to transform how it operates and delivers services. More often than not, this takes place in an environment characterised by diverse and vulnerable users, public and political scrutiny, complicated technology architecture, complex policy contexts, and ongoing pressure to reduce costs.

Service design can be a valuable approach to help navigate this complexity. However, service design is arguably only impactful once change is delivered, and this is where it becomes challenging.

In this session, Carol and Samier will be sharing some of the lessons they’ve learnt from taking a service design approach to deliver transformation for government. They will cover:
- What really is “MVP”? How do we deliver it?
- How do we make service design a (multidisciplinary) “team sport”, and why is this important?
- Why is it important to get a service, or change, live as soon as possible? How do we do this safely, even if there is uncertainty?

Learn about some of the techniques they’ve employed, as they share case studies to highlight some of the successes and challenges they’ve encountered.

About the Speakers

Carol Yung

Carol is a Design Lead in Deloitte Digital’s Experience Design practice, specialising in user- centred design, strategy, and digital transformation in the public sector.
Prior to joining Deloitte Digital in 2016, Carol was a Service Design Lead in Deloitte New Zealand’s Strategy and Operations practice, where she also held a series of leadership roles, including Chief of Staff for the public sector practice.
She also brings extensive international public sector experience, including as Private Secretary to the New Zealand Minister for Building and Construction, during the Canterbury Earthquakes, and has represented New Zealand at a range of international engagements, including trade negotiations, and UN and OECD meetings.

Samier Abousaada

Samier is a Senior Manager at Deloitte Digital, with more than 10 years’ experience delivering large-scale digital transformation projects in Government. His expertise specialises in applying agile methodologies to complex digital transformation programmes. His projects typically encompass the full end-to-end delivery lifecycle including service design, user/customer experience, tech delivery and change management.

With a passion for building great user-centred products, Samier has delivered solutions that have positively impacted the lives of many.

Before joining Deloitte, Samier was a Senior Programme Manager for a large customer transformation programme at the London Borough of Camden, designing a customer access hub and contact centre, to improve Camden’s customer experience and organisational performance.

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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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© 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