Session type:

Talk

Presented by:

Amy Fields

HM Revenue & Customs (HMRC)

Session time:

11 Mar 12:20 — 13:20

Session duration:

60 minutes

About the session

Themes: Embedding Service Design | Multi disciplinary working | Maturity

How do you integrate service design into HMRC’s largest digital transformation program, Making Tax Digital (MTD)?

In this session, we’ll reflect on the experience of transitioning from a user researcher and business analyst to service designers within a complex, supplier-led environment.

We’ll share the challenges and opportunities of embedding user-centred design thinking in a programme that had not previously considered it.

Participant takeaways:

  • Real-world examples of influencing internal and external stakeholders to adopt a design-thinking approach in a fast-paced, high-stakes environment.
  • Strategies for building confidence in the return on investment of UCD, particularly in programmes where service design is often perceived as a ‘blocker’ to rapid delivery.
  • Insights into transforming traditional IT-focused work packages into user-centred designs.
  • How sometimes, honesty and transparency in addressing design challenges can pave the way for better outcomes.
  • Methods to assess and measure an organisation’s design maturity and identify key opportunities for improvement.

About the speaker(s)