Beyond a blueprint: how to visualise a complex service landscape

Session type:

Talk

Presented by:

Meha Hindocha

TPXimpact Ltd

Katie Dickerson

TPXimpact Ltd

Lucy Hartley

Department for Environment, Food & Rural Affairs

Session time:

11 Mar 17:30 — 18:15

Session duration:

45 minutes

PDF Slides ~ 2.8MB

About the session

How do you make a complex service landscape both accessible and meaningful?

The Department for Environment, Food & Rural Affairs (Defra) and TPXimpact worked together to explore this challenge. We decided to go beyond a traditional service blueprint to create an ecosystem map that shows the full Defra service landscape at a glance. We took a creative illustrative approach to make it easier for people to understand the scale and complexity.

In this session, we will explain our approach and how it can help support strategic planning and service transformation.

Participant takeaways:

A creative approach to visualising complex information can improve clarity and support strategic work within organisations, like making the best use of shared resources, technology and data

About the speaker(s)

Meha Hindocha

Meha is a service designer at TPXimpact, where she combines her background in illustration and visual storytelling with service design to make complex systems more accessible and engaging.

Meha brings a unique perspective shaped by her Kenyan, Indian and British heritage, giving her a deep appreciation for how different cultures communicate and make sense of information. Through her art practice, she creates murals and illustrations that bring communities together, an approach she carries into her service design work where visual narratives help stakeholders navigate complex regulatory and policy landscapes.

For the Defra project, Meha combines service design methodology with visual communication to map whole systems in ways that are both technically rigorous and intuitively understandable.

Pronouns: She/They

Katie Dickerson

Katie is a senior service designer at TPXimpact, where she has designed services across a wide range of sectors, from energy and farming to adult social care and inward investment.

She worked as a content developer and designer in the public sector before transitioning to service design, and continues to bring clear communication into her work.

She also spent several years working and volunteering in the charity sector, where she developed her passion for designing accessible, inclusive services with limited resources.

She brings sustainable design principles into everything that she does, ensuring that the services she designs work for the planet as well as for the people who use them.

Pronouns: She/Her

Lucy Hartley

Lucy is a seasoned user-centred design and digital transformation leader with extensive experience in public sector digital services. She currently serves as Head of Service Strategy, Ownership and Performance at the Department for Environment, Food and Rural Affairs (Defra), where she drives strategy and transformation to improve government services by putting users at the heart of government.

Before her current role, Lucy held senior design leadership positions including Head of Content Design at Defra and Content Product Lead at the Government Digital Service (GDS), working across complex areas such as immigration and justice.

Known for championing user centred design, plain language and whole service thinking, she is a respected voice in service transformation and user experience in government.

Pronouns: She/Her