An introduction to the BBC Service Design mantras – a framework to help have meaningful impact in complex and political environments

Session type:

Tutorial

Presented by:

Rahma Mohamed

BBC

Blaise Galinier

BBC

Gruffydd Sion Ywain

BBC

Ciara Little

BBC Sounds

Session time:

07 Mar 15:30 — 17:30

Session duration:

120 minutes

About the session

Service Design is a discipline that helps designers tackle complex problems in a holistic way. It‘s about having a meaningful impact in a messy, political stakeholder context, and creating alignment around ambitious visions.

This training is open to anyone, whether new to Service Design or with some experience. It teaches the foundations of “Service Thinking” and memorable methods to apply it to your day-to-day life.

About the speaker(s)

Rahma Mohamed

Rahma Mohamed is a Senior Service Designer at the BBC, Britain’s world-renowned public broadcaster. As part of the systems and service design team, she works alongside and supports employees across BBC to improve ways of working. Including designing the tools they use, and the underlying processes and aligning teams around similar missions.

A believer in the power of user-research co-design, she works closely with users and stakeholders to uncover issues and explore innovative solutions to achieve better outcomes for users and the organisation. She's especially interested in transformation projects and working through complex challenges involving culture, human behaviour and design.

Previously, she was at Hackney Council, where she worked across Customer Services, Housing and Social Care to create better experiences for both employees and customers. Working on a range of projects from redesigning service offers and developing strategy.

Passionate about collaboration, she has been running meet-ups to help facilitate knowledge sharing across public services. Rahma holds a Master’s in Service Design from Brunel University and a Bachelor’s in Political Science from London Metropolitan University.

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Blaise Galinier

Blaise Galinier is Creative Director of User Experience at the BBC, Britain’s world-renowned public broadcaster. As part of the UX team responsible for the Employee Experience, Blaise designs the tools and workflows for a variety of content makers while also imagining how future types of content will be made.

Led by a curiosity to uncover how things work and an appetite for messy, complex challenges, Blaise has found the perfect playground to push his design thinking knowledge and experience into new directions at the BBC, from high-level strategy and innovation to reviewing the intricacies of a particularly tricky micro-interaction. And he’ll discuss data models whenever you give him a chance.

Behind all of this is always the same ambition: to create the most durable change for the company, no matter how long it takes. Blaise believes in service design that is informal and human, and that embraces the messiness of real life.

Before the BBC, Blaise worked at design agency AllofUs, leading the user experience on various projects, from strategy to detailed design and testing, working on websites, TV platforms, VR apps and interactive museum exhibits, among other things. Blaise holds a Master’s Degree in Ergonomics from Université de Paris.

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Gruffydd Sion Ywain

Gruffydd Sion Ywain is an award winning designer and author with over 12 years of experience working in UX, Digital Product and Service Design.

At the BBC he leads the Service Design discipline as well as the Backstage UX team, tackling the biggest challenges in the organisation with design thinking, connecting employee and audience facing experiences and attempting to make the BBC run smoother for everyone.

Gruff has delivered high profile transformational projects for clients with a focus on public good such as Prostate Cancer UK, RSPB, Childline, British Red Cross and the Nike Foundation. He specialises in reimagining end-to-end services delivering innovative integrated solutions for users and business alike.

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Ciara Little

Ciara is a Senior Design Researcher in the BBC Sounds team. Her role requires her to put the user at the centre of all BBC Sounds decisions and guide UX colleagues with audience insight and data.

Ciara has received an international design award and developed specialist design research experience working across multiple sectors including aviation, rail, healthcare, workspace, culture & heritage and live events.

Ciara’s approach is human-centred and focuses on the user experience with an invested interest in building strategies and delivering inclusive solutions to complex environments, services and experiences for all. She is passionate about universal design, stemmed from her experience working at the Helen Hamlyn Centre for Design where the term ‘Inclusive Design’ was first coined.