Good services: Building user-centered organizations at scale

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 inside even our most traditional organizations, yet the services we use today are still more likely to be the product of technological constraints, political whim, or personal taste than  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  as service providers.

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-centered organization at scale.

You will learn how to:

  • Build service literacy in your organization.
  • Determine what makes a good service.
  • Make sure the services you provide work well for users.
  • Scale service design in your organization.

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