Session type:

Case Study

Presented by:

Sarah McLellan

CoLab, Home Office

Christian Fitzhugh

Home Office

Session time:

20 Sep 12:15 13:15

Session duration:

60 minutes

About the session

This talk challenges our approach to the traditional concept of the double diamond, and explores why we are often left frustrated when good research and ideas don’t get implemented, particularly in the policy design space. 

Co-presented by a service designer and policy colleague, we will draw on examples from recent work delivered by CoLab at the Home Office, where we sought to improve the mental health and experience of asylum seekers in initial accommodation.

Participant takeaways:

  • As service designers, we're not experts in navigating this area of implementing policy, but we need to be involved here to champion the user-centred, iterative approach
  • When testing ideas in the ‘create and test’ phase of a project, we need to give more consideration to the depth of our test
  • Asylum accommodation isn't homogenous in terms of sites and people, so this adds an extra layer of complexity in terms of scaling
  • As policy designers, we are operating in a constantly changing environment 


Policy Design, Service Design, User Centred Design, User Research, Policy, Future Looking, Psychological Safety, Mindfulness, Pilot

About the speaker(s)