‘Nudging a juggernaut’: using design thinking and behavioural science to focus a large-scale transformation programme on what matters to customers and colleagues

Are you scratching your head and asking “why is my programme focused on the wrong things? How can I get the focus back on the right things?”

Perhaps you are an early career designer who has found themselves on a gnarly, impersonal transformation programme that seems at odds with your values and why you became a designer?

Or you may be an experienced service designer who has seen it all but would like to reflect on lessons learned the hard way?

This session will be part talk, part facilitated space and rooted in organisational psychology. We will share our learnings from a complex transformation programme and provide clear, actionable recommendations to help you use design thinking and psychology to re-focus on what matters the most: the people.

Participant Takeaways:

•        Practical steps to make your transformation more human-centred. 
•        Key bite-size psychological concepts that you can apply straight away. 
•        Connection to fellow designers who are grappling with similar challenges. 
•        Tools to help even the most technically-minded colleagues on the programme articulate their ‘why’. 

Themes:

Human-centred change and transformation, Behaviourally-informed change and design, Employee experience, Colleague experience, Psychological contract, Dark matter - technological driving forces, Service leadership

This session:

• Has a session cap of 25 participants