Transactional or relational services? applying user-centred design in complex policy spaces

Many of the problems faced within government can be described as 'wicked' problems - complex policy challenges in complex socio-political systems.

User-centred design can help to address complex policy challenges but what happens when we move beyond transactional services?

Relational, or relationship-centred, service delivery can better consider holistic problem spaces from the perspective of the end user and can support user-centred policy design.

Jen will provide examples of how some of our most common user-centred design practices are largely tailored to working with transactional and digital services. Although many of the user-centred design principles remain the same, the practicalities of working in complex policy environments or services often require different approaches - maybe newer or expanded approaches for government.

The talk will also touch on the need to take a more systems-based approach when thinking about relational services where problems are not as easily defined or are interconnected and interdependent.

Applying user-centred design in complex policy spaces will often have impacts beyond the immediate UCD project and without considering those wider impacts, services will create unintended consequences. Equally, by doing so, our user research and design can have an impact on individual projects and be used and drawn upon for those bigger, strategic decisions.

Participant takeaways:

• A new paradigm of service delivery for complex policy.
• Real case studies of where relational approaches have worked in government.
• Tips for how to move into a more relational mindset, including practical examples specific to user research and design.
• Further resources and networks for relationship-centred practice.

Themes:
Policy design, inclusion, health.