User Centric Service Design for Government 2019

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2 User Centric Service Design for Government 2019 Dates: 20 & 21 March 2019 Location: Canberra, Australia (Venue TBC) Session Duration: 45 Minutes (including discussion) Est. Attendance: Overview Users often find interacting with government services a fragmented and frustrating process. Placing the needs of the user at the forefront of service design can streamline processes to deliver public services more efficiently and improve interactions between government and user. User Centric Service Design for Government will bring together service design leaders from federal, state and local level government departments to discuss how to build a user-centric design framework to make information simpler and easier to access. Delegates will learn how to gain buy-in for strategies, increase organisational capabilities and create positive user and customer experiences. Agenda Themes Learn Best-practice use of service design across the Australian Public Sector and Private sector Develop a user-centric design framework to optimise service use and deliverability Foster a culture of user-centricity to transform and streamline organisational processes Build your organisation s capabilities by embedding design in all teams Improve service access through design of accessible and inclusive services Cultivate positive Customer and Users experiences through co-design Measuring customer and user experiences to streamline policies, products and services Audience Directors/ Managers of Service Design Directors of Service Delivery UX Designers/ Researchers Directors of Customer Service Project Managers

3 2019 Speakers Tom Ryan, Principal Policy Officer, Digital Government, Department of Finance, Services and Innovation NSW Lisa Jansen, Service Design Lead, Digital Transformation Agency Margie Melanie, Design Lead, Portfolio Service Design Lab, Department of Health Stephanie Salter, Director Future Transport Digital Accelerator, Transport for NSW Michael Karavas, Design Lead, Single Touch Payroll, ATO Carl Heise, Service Design Lead, Department of Finance, Services and Innovation NSW Rohit Mandanna, Customer Centric Program Leader, Office of the Environment and Heritage NSW Hector Gaston, Director of Community Services, Hume City Council Leandro Gama, GM Business Design, Telstra Ian Swanson, Head of Design, The Coca-Cola Company Robert Homberger, Experience Design Director, ANZ

4 SUMMIT AGENDA: DAY 1 20 th March Developing your design strategy 9:00am: OPENING KEYNOTE: Enhancing your service design strategy to increase user trust Taking a user-centred approach when developing frameworks for service design Distinguishing between government and user needs to improve service delivery Implementing strong user centric processes in your organisation 9:50am: KEYNOTE: Establishing digital design systems to inform better user experiences Establishing and implementing digital design systems Leveraging data insights to increase user understanding Delivering high impact high value products through the digital.nsw accelerator Tom Ryan, Principal Policy Officer, Digital Government, Department of Finance, Services and Innovation 10:40am: Morning tea 11:00am: Panel Discussion: Demystifying your approach to Service Design How do you embed and scale design in a large organisation? Centralised vs. decentralised design teams? What s the better model? How do design teams integrate and work with other established parts of the organisation that are customer-centred (e.g. research departments)? How to build a vibrant design culture in a large organisation? How do get organisational-wide buy-in for your design strategy? Robert Homberger, Experience Design Director, ANZ Speaker TBC Embracing design culture 11:50am: CASE STUDY: Embracing design culture through organisation wide buy-in Cultivating engagement in design principles across the whole department Overcoming adversity to change to ensure the success of your strategy Leveraging internal and external resources to establish sustainable and consistent design practices Leandro Gama, GM Business Design, Telstra 12:40 pm Lunch 1:40pm: CASE STUDY: Building advocates in the senior executive to drive organisational change Aligning service design with organisational strategy to gain approval for design Engaging senior executive with user-centric approaches by demonstrating the value Involving executives with your strategy to increase budget for projects and research Building strong business case to increase funding for research and design Jonathan Duhig, Experience Design for Strategic Telephony, Department of Human Services (Pending Approval)

5 2:30pm: CASE STUDY: Collaborating across teams and departments by demonstrating the value of service design Expressing the importance of design thinking when working across teams Breaking down business silos to improve product and service design Develop collaborative approaches to design to increase innovation and problem solving Lisa Jansen, Service Design Lead, Digital Transformation Office 3:20pm Afternoon tea Building Organisation Capabilities 3:40pm: Cross-Industry Perspective: Growing your design capability by broadening organisational skillsets Imbedding strong organisation-wide design standards by upskilling employees Developing sustainable design practices to cultivate a user centric approach Empowering employees with the skills and tools to improve services Fostering teams with multidisciplinary skills to streamline project delivery Ian Swanson, Head of Design, The Coca-Cola Company 4:30pm: Case Study: Transforming Systems to improve service access Improving cross department customer experience Upskilling staff to embed UX practices in multidisciplinary teams Leslie Stein, Assistant Director, User Engagement and Experience, Department of Human Services (Pending Approval) 5:20 pm: CASE STUDY: Measuring the effectiveness of design to demonstrate ROI Defining how to measure success to demonstrate tangible and intangible business benefits Benchmarking success to improve organisational engagement Implementing ongoing testing process to ensure continual improvement 5:20pm: End of day one & networking drinks

6 SUMMIT AGENDA: DAY 2-21 st March Designing and developing services and experiences 9:00am: KEYNOTE: Using design research to solve complex problems How to define complexity? Simple vs. complex design challenges. Where do you start when solving complex issues? Define the problem. Strategic Insights vs. Empathy. How much research is enough research? Creative research approaches. With them, about them, be them. Robert Homberger, Experience Design Director, ANZ 9:50am: KEYNOTE: Empowering end-users through co-design Engaging stakeholders in service design to optimise end-to-end user experience Partnering with industry, start-ups and government to build diverse co-design teams Finding funding to maximise co-design and research opportunities Building the capabilities for ongoing user testing to drive continual improvement Stephanie Salter, Director Future Transport Digital Accelerator, Transport for NSW 10:40am: Morning tea 11:00am: Delivering accessible and inclusive services to increase trust and service engagement Overcoming the diversity of your users needs to improve delivery outcomes Providing choice in service channels to increase participation Decreasing barriers to service though appropriate, equitable and safe design Michael Karavas, Design Lead, Single Touch Payroll, ATO Improving User and Customer Experiences 11:50am: CASE STUDY: Delivering positive customer experiences through user-centred approaches Building a clear picture of the user to understand their needs Using design to craft new experiences and services Mapping customer journeys and understanding the moments that matter most when interacting with your organisation Capturing user feedback and insights to continuously improve experiences and services Rohit Mandanna, Customer Centric Program Leader, Office of the Environment and Heritage NSW 12:40 pm Lunch 1:40pm: Panel Discussion: How does Service Design feed into broader organisation practices? How do you overcome your organisations constraints when designing services? How do you build a design centric business case? How do you balance costs around user focused processes? Margie Melanie, Design Lead, Portfolio Service Design Lab, Department of Health Speaker TBC, Department of Health 2:30pm: CASE STUDY: Developing frameworks for service design for increased efficiencies

7 Ascertaining which project management tool is best for you Blending multiple tools and techniques to streamline design processes How DFSI is implementing agile for rapid co-design Carl Heise, Service Design Lead, Department of Finance, Services and Innovation 3:20pm Afternoon tea 3:40pm: CASE STUDY: Driving innovation in service models for increased efficiencies in government services Embracing the risk of failure when designing new services Cultivating ecosystems for testing new ideas to overcome Public sector innovation challenges Finding efficient solutions to service delivery by understanding human and economic service costs Learning from your failures Hector Gaston, Director of Community Services, Hume City Council 4:30pm: CASE STUDY: Personalising services for diverse communities to overcome servicer delivery challenges Taking a person-centred approach to increase engagement with delivery Transforming service delivery approaches through individualised programs Increasing ease-of-use and diversifying access to improve customer journeys 5:20 pm: Managing and analysing data to get richer insights for service design Mining data for insights to inform service design decision making Ensuring that services and tools capture the right data Building analytics into processes to maximise research capabilities Protecting information privacy to maintain user trust

8 POST-CONFERENCE WORKSHOP: DAY 3 22 nd March 9:00am: Workshop A Streamlining transformation projects to design improved customer experiences Since the publication of the Digital Service Standard by the DTA, The Australian Public Service has experienced rapid transformation, driven by a need for digitalisation and customer centricity. By embracing customer-centricity during transformation, government organisation can engage users with services, improve delivery outcomes and improve public trust. This interactive, half-day workshop will teach you how to design transformation projects to build and influence improved customer journeys. Learn how to: Distinguish between process redesign and Customer Experience design Integrating customer service with change management to become a customer centric organisation Supporting internal and external customers during organisational change Breaking down organisation silos to drive improved service delivery and customer service 12:30 pm Lunch 1:30 pm: Workshop B Gaining organisational buy-in for service design to drive rapid development of government services Embedding a design mindset across your organisation can enable teams to deliver services quicker with reduced costs and resilience to service failures. This interactive, half-day workshop will give you the tools and techniques to demonstrate the value of design practices across the organisation, from senior leadership to product managers. You will learn how to foster a user-centric design culture, build your organisations capabilities and demonstrate the ROI of service design. Learn how to: Demonstrate the benefit of user-centricity to increase service usability and user trust Embed a culture of innovation to develop more effective services Drive employee engagement with design practices by upskilling the organisation Measure success of design processes to demonstrate tangible and intangible business benefits

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