The Infected Blood Compensation Authority (IBCA) is an independent arms-length body set up to recognise and compensate every eligible person impacted by the infected blood scandal with great care and respect.
In this session, we explain how IBCA has been building, delivering and maturing a user centred compensation service for the last 18 months. We introduce our approaches to conducting research and design to enable people claiming compensation to do so in an empathetic and efficient way. We also set out how we are using trauma-informed approaches within our service, and discuss how attendees might apply these approaches in their own work across government.
Participant takeaways:
The importance of continuous engagement with communities experiencing trauma through sensitive and empathetic user centred design approaches
The practical challenges of scaling a service from a standing start through test and learn approaches
How trauma-informed approaches can be embedded in the design and delivery of government services
Reflections on the role that designers can play in delivering on the recommendations of a public inquiry