The Institute for Citizen-Centred Service (ICCS) in partnership with the Municipal Service Delivery Officials (MSDO) invites you to a complimentary session with guest speaker, Lou Downe.
Most of the services we use every day aren't designed to meet our needs. In fact, most of the services we use every day weren't designed at all.
Design is an increasingly mainstream activity within organizations, yet the services we use today are still more likely to be the product of technological constraints, political whim or personal taste than they are the conscious decisions of an individual or organization.
Why are businesses still failing to deliver services that work for users? The answer lies in our ability to see services as things to be designed in the first place and with it our role and reliability as a service provider.
Lou will talk about the experience of building the UK's largest in-house design teams in the UK government, and what it takes to build a truly user-centred organization at scale.
The session will be offered in English.