Session type:

Case Study

Presented by:

Pete Boam

Deloitte Digital

Michelle Aker

Deloitte Digital

Dean Thomson

Deloitte Digital

Session time:

28 Sep 15:15 16:15

Session duration:

60 minutes

About the session

In this session, three service designers who worked with NHS Digital from 2020 to 2022 will share their stories of working on COVID-19 testing services, discussing their experience, perspectives, and lessons learnt that they will take with them beyond the pandemic.

You will hear stories about how:

  • testing services were rapidly launched in 2020;
  • service design responded to constant policy change on testing for international arrivals;
  • the impact of testing was amplified through the introduction of lateral flow testing.

Participants takeaway:

  • How to use a service model approach to easily scale to new user groups, and how to ramp down an established service in a responsible way.

Themes: Health, Service Design, COVID-19, Product Design, Case Study, Complexity, Stakeholder Management

About the speaker(s)