Session type:


Presented by:

Jessica Hughes

HM Courts & Tribunals Service

Session time:

22 Sep 12:30 13:15

Session duration:

45 minutes

About the session

Service maps were never meant to be the endgame, yet time and again these expensive artefacts land into a folder at the end of Discovery, never to be re-opened, and it’s giving them a bad reputation…

Let’s think about mapping in a new way – making them more relevant in a fast-paced, agile delivery environment and turning them into a valuable tool to keep user needs at the heart of design, beyond discovery.

Participant takeaways:

  • Tools of the trade – see live examples/templates ideas to show how we have used tools like Miro and Figma to generate easy to access maps, collaborate more effectively and a practical tool for researchers, interaction designers and delivery managers
  • Practical applications – how our maps support decisions about delivery, sizing and provide a foundation for generating user stories.
  • A window into reform – Along the way we’ll be sharing case studies from a range of HMTCS reform projects to give context and showcase the design work that our mapping underpins.


About the speaker(s)