Session type:

Case Study

Presented by:

Chris Pugh


Elaine Martel


Session time:

17 Sep 15:30 16:00

Session duration:

30 minutes

About the session

At dxw, we often work on large scale projects in government. This is usually as part of blended teams bringing together specialist agencies and public servants.

Designing services at scale means working in a complex and noisy environment with fixed deadlines. There’s usually lots of work happening and it’s not always joined up. There are dependencies on legacy systems that need unpacking, and governance processes that aren’t aligned to digital ways of working.

We’re currently working with the Ministry of Justice to redesign national probation services in England and Wales. This is a complex transformation programme to implement changes in policy and change the way that services are designed and operated. We’ll share what we learned with a focus on:


  • Building a blended team and embedding it in a large organisation going through a complex transformation programme
  • Including the user throughout the research process by creating an environment that’s as realistic as possible (during a pandemic)
  • The complexities of building a digital service alongside other teams and using service design principles

This session will be:

  • Delivered: Live
  • Recorded: Yes
  • Has a participant number cap: No

About the speaker(s)