Designing Services That Actually Work

Designing Services That Actually Work

A full-day introduction to human-centred design - Friday 1st May, Liverpool

Public services often fail not because of lack of effort or resource, but because they're designed from the inside out. This day gives you the tools, methods and language to start changing that.

Working through a real service scenario - a family trying to navigate support for an elderly parent - you'll experience the full arc of the design process: understanding the human experience, mapping where things break down, reframing the problem, and sketching what better might look like.

The scenario deliberately crosses organisational boundaries - health, social care, housing, benefits - so that everyone in the room sees their part of the picture. And their part of the problem.

What you'll leave with

A clear understanding of what service design is and why it matters. Experience using outputs such as journey mapping and opportunity framing on a real cross-boundary problem. The language to make the case for this approach to your leadership. A practical one-page toolkit to take back to your desk. And the knowledge that there are others in Liverpool trying to do the same thing.

Who it's for

People working in NHS, local government or third sector organisations who want to design and deliver services that genuinely work for the people using them. You don't need a design background. You need to care about getting it right.

Details

Testimonial

"Joe played a big role in defining our service, which has become a cornerstone of our success. Much of our project success is undeniably attributed to him. He is a true expert in his field."
— Aleksandra Černiauskienė, Vilnius Municipality