Citizens Advice: how can we design services with a unique local offering?

Session type:

Workshop

Presented by:

Clare Villalba

Citizens Advice

Jessica Kyriacou

Ministry of Justice

Leanne Griffin

Citizens Advice

Alex Gadsby

Citizens Advice

Session duration:

90 minutes

About the session

We explore the challenge of designing services that are customised locally to meet the needs of communities. We face this challenge at Citizens Advice as we deliver services personalised to communities and clients, but designed nationally. We need to customise the advice, how we present it, community engagement and the local partnerships. In the future, more government services will work towards locally unique services that meet the needs of communities. So now is an ideal time for us to work through this challenge together.

Conference Themes: Third Sector; Participation; Social Inclusion

About the speaker(s)

Clare Villalba

Clare is a designer and researcher, currently working as a service designer with Citizens Advice. In this role she has supported strategic projects looking at the future of how Citizens Advice supports clients through their whole journey and the commissioning of future services.
Prior to working for Citizens Advice, Clare was pursuing her PhD. Her PhD research is situated at the intersection of design, health and innovation. Her passion for people and wellbeing has led her to study why preventable health conditions still affect people today, looking closely at the preventable eye disease, diabetic retinopathy. Clare collaborated with the people at the centre of healthcare challenges to facilitate meaningful change and enable wellbeing, working closely with the Centre of Excellence for Aboriginal and Torres Strait Islander Healthcare. Clare also led the human-focused innovation stream of the Eye Health Innovation Strategy being implemented by the Medical and Healthcare Robotics Team at Queensland University of Technology.

clarevillalba

Jessica Kyriacou

Jess is a senior service designer at the Ministry of Justice with over 10 years' experience working across public, not-for-profit and charity sectors. Currently she is leading the user-centred design strategy on a joint initiative between the Ministry of Justice and the Home Office to transform how data is used across the criminal justice system.

Previously she led a joint research project to better understand the constraints and opportunities to sustain innovation within adult social care. As part of this she set up a community network to empower innovators to tap into resources and enable new initiatives to get off the ground. She has worked on dementia programmes and welfare in projects initiatives to set teams up to work appropriately and respectfully with a broad spectrum of user groups.

website

Pronouns: She/Her

Alex Gadsby

Alex has worked for charities and in government for the last 9 years, most recently designing funded services at Citizens Advice. She helps organisations take away unnecessary complexity, get to the core problem, and focus on the people they are there to serve.

She started her career as a community fundraiser, engaging local people and groups and finding different ways to keep services running. She has since helped large national organisations develop products, systems and services that better meet people’s needs.

She is passionate about bringing new ways of working and empathy to traditional organisations, and building services that are flexible enough to respond to diverse local needs.

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