Track 1
Keynote
Building successful service organisations
60 minutes
Kate Tarling
Advisor, consultant and author of The Service Organization
20-22 September 2023
John McIntyre Conference Centre, Edinburgh
Programme 2023
Day 1 - Wednesday 20 September 2023
08:30
Conference registration open
09:30
Welcome to SDinGOV 2023
09:45
10:45
Morning break
11:15
Track 1
Talk
Embedding service design bottom up & top down - lessons from the field
45 minutes
Kate Ivey-Williams
The Open University
Track 2
Talk
Inclusion: going beyond accessibility & digital capability
45 minutes
Stéphanie Krus
Independent Contractor
Track 3
Talk
Transactional or relational services? applying user-centred design in complex policy spaces
45 minutes
Dr Jen Manuel
UK Health Security Agency
Track 4
Case Study
Championing a value-based design approach: lessons & ideas from designing an appeal service for vulnerable groups in UK immigration detention
45 minutes
Yemima Safra
Transform
Pavan Dady *
HMCTS - Immigration and Asylum Chambers
Track 5
Workshop
Tools for navigating uncertainty
90 minutes
Suraj Vadgama
Nesta
Switchover
Switchover
Switchover
Switchover
12:15
Track 1
Case Study
How to influence the strategic direction of large, complex services
45 minutes
James Higgott
NHS England
Track 2
Talk
Designing services from a distance
45 minutes
Sally Halls
CoLab (UK Home Office)
Pippa Streeter Hurle
CoLab (UK Home Office)
Track 3
Case Study
System leadership & design culture - the surrey "SEND" experience
45 minutes
Emily George
Surrey County Council
Track 4
Case Study
Uncovering unheard voices: challenges in recruiting marginalised groups in service design
45 minutes
Hyun Ju Lee
Immigration, Refugees and Citizenship Canada
13:00
Lunch break
14:00
Track 1
Talk
Everything everywhere all at once
60 minutes
Matt Jukes
Track 2
Talk
Taking an equitable design approach: lessons from designing a mental health service for young Black people
60 minutes
Nina Wafula
TPXimpact
Mike Woolf
YoungMinds
Track 3
Talk
Using boundaries to create healthier, more resilient and effective services, teams, and partnerships
60 minutes
Fionn Tynan-O’Mahony
Sopra Steria
Track 4
Workshop
Systemic design: a hands-on session to learn how to approach complex policy challenges from different user perspectives
90 minutes
Lesley Fewster
Version 1
Pamela Woods
Version 1
Track 5
Discussion
A seat at our table - developing design governance
60 minutes
Tory Dunn
NHS Blood and Transplant
David Broggio
NHS Blood and Transplant
15:00
Afternoon break
15:30
Track 1
Case Study
This is not service evolution, it’s service revolution
60 minutes
Rachel Furze
Ministry of Justice, UK
Stephen Petch
Office of the Public Guardian (England and Wales)
Kaz Hufton
Ministry of Justice, UK
Track 2
Case Study
Homegrowing service design capability in government
60 minutes
Jen Staves
HMRC
Simon McCartney
HMRC
Track 3
Talk
How psychological safety enables inclusive design
60 minutes
Natalia Riley
Snook
Becky Kuang
Snook
Track 5
Workshop
Addressing power, bias & potential harm in design for cultural diversity
60 minutes
Delina Evans
Camden London Borough Council
Talise Tsai
Royal Borough of Greenwich
Switchover
16:50
Track 1
Discussion
Whoops-a-Daisy & the Killer Whales: 10 years of service design in government
60 minutes
Sophie Dennis
Conference Chair
17:50
Social evening
Day 2 - Thursday 21 September 2023
08:30
Conference registration open
09:15
Welcome to SDinGOV 2023
09:30
Track 1
Keynote
The Journey to Eutopia
60 minutes
Rochelle Gold
Head of User Research, NHS England
10:30
Morning break
11:00
Track 1
Case Study
Breaking bad policy: how we built HMRC's policy lab
60 minutes
Faye Churchill
HM Revenue and Customs
Track 2
Talk
Service maintenance! resetting the conditions to design with impact
60 minutes
Alan Colville
Colville CX
Track 3
Case Study
A look inside sport England’s whole organisation transformation: one service at a time
60 minutes
Steven Garrett
Sport England
Track 4
Workshop
Public services in the age of AI: a workshop for designers who want to avoid ethical nightmares!
90 minutes
Jasmine Kendall
Oxford Insights
Kate Iida
Oxford Insights
Sulamaan Rahim
Oxford Insights
Track 5
Case Study
Introducing a successful national HPV vaccination campaign - the value of co-creating public policy
60 minutes
Kate Spierings
Ideate
Switchover
Switchover
Switchover
Switchover
12:15
Track 1
Case Study
Navigating ‘dark matter’ - a model for policy design in local government
45 minutes
Polly Bass
London Borough of Camden
Track 2
Talk
Customer centricity in the public sector
45 minutes
Amanda Payne
cxpartners
Germaine Faulkner
Civil Aviation Authority
Track 3
Talk
How services can be planet-centric by design
45 minutes
Ned Gartside
DEFRA
Track 5
Talk
Designing with data using a life-course approach
45 minutes
Chiara Garattini
NHS England
Danila Lalli
NHS England
13:00
Lunch
14:00
Track 1
Talk
Net zero & service design: overcoming technical silos & driving systems change
60 minutes
Zung Nguyen Vu
TPXimpact
Harriet Pugh
TPXimpact
Track 2
Talk
Designing for people with dyscalculia or low numeracy
60 minutes
Jane McFadyen
DWP Digital
Anna Khoury
DWP Digital
Track 3
Talk
Designing good services at scale: our experience of transforming public services across the UK
60 minutes
Isobel Seacombe
dxw
Marianne Brierley
dxw
Track 4
Workshop
Triz, w³izz & wicked questions - an exploration of liberating structures
120 minutes
Valerie McLean
Because Agile Ltd.
Sarah Liston
Registers of Scotland
Track 5
Workshop
Assess your organisation’s service design maturity using the new local government service design maturity model
60 minutes
Henrietta Curzon
Newham Council
Katie Brunger
Newham Council
Nicholas Ward
Essex County Council
15:00
Afternoon break
15:30
Track 1
Talk
Research & co-design with children - a beginner’s guide
60 minutes
Ali Fawkes
Humanly
Jenni Parker
Humanly
Track 2
Talk
Lightning talks
60 minutes
Areeba Siddiqui
Natasha Trotman
Jaye Hackett
Interrobang
Laura Dalrymple
Caroline Jarrett
Effortmark Ltd
Track 3
Case Study
Policy re-design, a multidisciplinary & design approach to reform the policy for disability certification in Colombia
60 minutes
Diana Pamela Villa Alvarez
Fundación Saldarriaga Concha
Track 5
Workshop
How do you know your service works?
60 minutes
Beatriz Belmonte Acero
Better Public Services
17:00
Social evening
Day 3 Friday 22 September 2023
08:45
Conference registration open
09:30
Welcome to SDinGOV 2023
09:45
Track 1
Keynote
Transcending Black Realities: The Possibilities of Joy & Imagination
60 minutes
Julian Thompson
Founder & Design Director, Rooted by Design
10:45
Morning break
11:15
Track 1
Talk
The long slog of public service design
60 minutes
Martin Jordan
German government’s Digital Service
Kara Kane
Government Digital Service
Track 2
Talk
Partners in communities
60 minutes
Shagun Seth
EY Seren
Kalvinder Kohli
Birmingham City Council
Track 3
Talk
Content as a product
60 minutes
Bonny Colville-Hyde
Torchbox
Track 4
Workshop
The innovation hunger games
90 minutes
Lily Payton
Centre for Public Impact (CPI)
Naja Nelson
Centre for Public Impact (CPI)
Switchover
Switchover
Switchover
Switchover
12:30
Track 1
Talk
Lessons from the lab: policy design in the ‘real world’
45 minutes
Pippa Dagnall
Department for Work and Pensions
Track 2
Talk
Make mapping great again
45 minutes
Jessica Hughes
HM Courts & Tribunals Service
Track 3
Case Study
Shaping a public health approach to financial inclusion
45 minutes
Thomas Dunn
Derbyshire County Council
Track 5
Lightning Talks
Lightning Talks
45 minutes
Sean Peacock
Disha Mittal
Tommy Petillo
13:15
Lunch break
14:00
Track 1
Talk
Is co-design futile?
45 minutes
Martha Edwards
Government of British Columbia
Track 2
Talk
Once more, with feeling: the role of emotions in design
45 minutes
Kerrie Hughes
SPARCK
Track 3
Case Study
Designing a viable land for future generations
45 minutes
Assunção Sampayo
WithCompany
Track 4
Workshop
45 ways to get into the 'discovery' groove
45 minutes
Andrew Grimes
Mace & Menter
14:45
Afternoon break
15:15
Track 1 Track 2 Track 3 Track 4 Track 5
Discussion
Conference Wrap Up: where next for Service Design in Government?
45 minutes
Sophie Dennis
Conference Chair
16:00