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User Centric Service Design for Government 2019

We believe that the ability to transform and simplify government services is at your fingertips.

When you put the user at the heart of every service you design, interactions with the government can be simple, efficient and headache-free.

That’s what drives User-Centric Service Design for Government 2019. To empower you to harness the power of user-centric service design to meet every user’s needs and drive efficiency in government services.

User Centric Service Design for Government will bring all levels of government together to build the mindset, skillset, and toolset that create truly accessible services.
You will take away the tools to understand how users interact with your services and improve their experiences.

Interactive case studies will show you how to improve user and customer experiences by fostering a culture of user-centricity and demonstrating the value of service design.

Take the next step in service design. Empower users to get the most out of Government services.

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  20 - 22 March 2019
Crowne Plaza Hotel, Canberra


Hear case studies from public and private sector leaders in service design, user experience and customer service.


Over three information-packed days, you will hear case studies and practical best practice lessons to drive easy and equitable access to services across all platforms.


Interactive sessions designed to give you the skills you need to take the next step in innovating your user-centred design frameworks.


TBC, Canberra CBD


  • Learn Best-practice use of service design across the Australian Public Sector and Private sector
  • Develop a user-centric design framework to optimise service use and deliverability
  • Foster a culture of user-centricity to transform and streamline organisational processes
  • Build your organisation’s capabilities by embedding design in all teams
  • Improve service access through design of accessible and inclusive services
  • Cultivate positive Customer and Users experiences through co-design
  • Measuring customer and user experiences to streamline policies, products and services

Who should attend this conference

100%Directors/ Managers of Service Design

98%UX Designers/ Researchers

96%Directors of Customer Service

95%Directors of Service Delivery

94%Project Managers

Get Ready To Be Inspired!

Scroll down for more info and the agenda
Easy online booking or call for further assistance

Key Speakers


Stephanie Salter

Director Future Transport Digital Accelerator

Transport for NSW


Jo Mond

Assistant Secretary, Dementia and Supported Ageing

Department of Health


Margie Melano

Design Lead, Portfolio Service Design Lab

Department of Health


Lisa Jansen

Service Design Lead

Digital Transformation Agency


Tom Ryan

Principal Policy Officer, Digital Government

Department of Finance, Services and Innovation NSW


Michael Karavas

Design Lead, Single Touch Payroll



Carl Heise

Service Design Lead

Department of Finance, Services and Innovation NSW


Rohit Mandanna

Customer Centric Program Leader

Office of the Environment and Heritage NSW


Hector Gaston

Director, Community Services

Hume City Council


Robert Homberger

Experience Design Director



Ian Swanson

Head of Design

The Coca-Cola Company


Leandro Gama

GM Business Design



Chris O'Connor

Manager – Digital Casey

City of Casey


Jess Tayel

Founder and Principal Consultant



Kylie De Courteney

Chief Customer Officer

Service NSW


Mitch Harris

Principal User Experience Designer and Researcher


  • Day 1 - Speaker Sessions: 20th March

    SUMMIT AGENDA:  DAY 1 – 20th March

    Developing your design strategy

    9:00am: OPENING KEYNOTE: Enhancing your service design strategy to increase user trust

    • Topic TBC

    Kylie de Courteney, Chief Customer Officer, Service NSW

    9:50am: KEYNOTE: Establishing digital design systems to inform better user experiences

    • Establishing and implementing digital design systems
    • Leveraging data insights to increase user understanding
    • Delivering high impact high value products through the digital.nsw accelerator

    Tom Ryan, Principal Policy Officer, Digital Government, Department of Finance, Services and Innovation

    10:40am: Morning tea

    11:00am: Panel Discussion: Demystifying your approach to Service Design

    • How do you embed and scale design in a large organisation?
    • Centralised vs. decentralised design teams? What’s the better model?
    • How do design teams integrate and work with other established parts of the organisation that are customer-centred (e.g. research departments)?
    • How to build a vibrant design culture in a large organisation?
    • How do get organisational-wide buy-in for your design strategy?

    Robert Homberger, Experience Design Director, ANZ

    Tom Ryan, Principal Policy Officer, Digital Government, Department of Finance, Services and Innovation

    Speaker TBC

    Embracing design culture

    11:50am: CASE STUDY: Embracing design culture through organisation wide buy-in

    • Cultivating engagement in design principles across the whole department
    • Overcoming adversity to change to ensure the success of your strategy
    • Leveraging internal and external resources to establish sustainable and consistent design practices

    Leandro Gama, GM Business Design, Telstra

    12:40 pm Lunch

    1:40pm: CASE STUDY: Creating a design culture in a delivery organisation by building advocates

    • Aligning service design with organisational practices to gain approval for design
    • Embedding Design thinking in non-design teams and branches to deliver more efficient services
    • Engaging senior executive with user-centric approaches by demonstrating the value
    • Building strong business case to increase funding for research and design

    Stuart Partridge, Head of Design, Service Victoria

    2:30pm: CASE STUDY: Collaborating across teams and departments by demonstrating the value of service design

    • Expressing the importance of design thinking when working across teams
    • Breaking down business silos to improve product and service design
    • Develop collaborative approaches to design to increase innovation and problem solving

    Lisa Jansen, Service Design Lead, Digital Transformation Agency

    3:20pm Afternoon tea

    Building Organisation Capabilities

    3:40pm: Case study: Taking a Human-centred design approach to complex health policy and service design

    • Developing a holistic understanding of experience to understand impact of services and under-service
    • Co-designing future policy and research direction
    • balancing national outcomes with local flexibility – that we can still assure 

    Jo Mond, Assistant Secretary, Dementia and Supported Ageing, Department of Health

    Margie Melano, Design Lead, Portfolio Service Design Lab, Department of Health

    4:30pm: Cross-Industry Perspective: Growing your de1sign capability by broadening organisational skillsets

    • Imbedding strong organisation-wide design standards by upskilling employees
    • Developing sustainable design practices to cultivate a user centric approach
    • Empowering employees with the skills and tools to improve services
    • Fostering teams with multidisciplinary skills to streamline project delivery

    Ian Swanson, Head of Design, The Coca-Cola Company

    5:20pm: End of day one


  • Day 2 - Speaker Sessions: 21st March

    Designing and developing services and experiences

    8:50 am: KEYNOTE: Using design research to solve complex problems

    • How to define complexity? Simple vs. complex design challenges.
    • Where do you start when solving complex issues? Define the problem.
    • Strategic Insights vs. Empathy. How much research is enough research?
    • Creative research approaches. With them, about them, be them.

    Robert Homberger, Experience Design Director, ANZ

    9:35am: KEYNOTE: Empowering end-users through co-design

    • Engaging stakeholders in service design to optimise end-to-end user experience
    • Partnering with industry, start-ups and government to build diverse co-design teams
    • Finding funding to maximise co-design and research opportunities
    • Building the capabilities for ongoing user testing to drive continual improvement

    Stephanie Salter, Director Future Transport Digital Accelerator, Transport for NSW

    10:20am: Morning tea

    10:40 am: Consolidating and leveraging digital platforms to drive efficient and effective stakeholder engagement

    • Developing set of user-centric principles and guidelines to deliver effective future design and development activities
    • Improving user experience to increase delivery and engagement with product and services
    • Measuring the effectiveness of current digital engagement channels by implementing feedback mechanisms

    Mitch Harris, Principal User Experience Designer and Researcher, Date 61 CSIRO

    11:25am: Delivering accessible and inclusive services to increase trust and service engagement

    • Overcoming the diversity of your users’ needs to improve delivery outcomes
    • Providing choice in service channels to increase participation
    • Decreasing barriers to service though appropriate, equitable and safe design

    Michael Karavas, Design Lead, Single Touch Payroll, ATO

    Improving User and Customer Experiences

    12:10am: CASE STUDY: Delivering positive customer experiences through user-centred approaches

    • Building a clear picture of the user to understand their needs
    • Using design to craft new experiences and services
    • Mapping customer journeys and understanding the moments that matter most when interacting with your organisation
    • Capturing user feedback and insights to continuously improve experiences and services

    Rohit Mandanna, Customer Centric Program Leader, Office of the Environment and Heritage NSW

    12:55 pm Lunch

    1:45pm: Panel Discussion: How does Service Design feed into broader organisation practices?

    • How do you overcome your organisations constraints when designing services?
    • How do you build a design centric business case?
    • How do you balance costs around user focused processes?

    Margie Melanie, Design Lead, Portfolio Service Design Lab, Department of Health

    Rohit Mandanna, Customer Centric Program Leader, Office of the Environment and Heritage NSW

    Speaker TBC

    2:40pm: CASE STUDY: Developing frameworks for service design for increased efficiencies

    • Ascertaining which project management tool is best for you
    • Blending multiple tools and techniques to streamline design processes
    • How DFSI is implementing agile for rapid co-design

    Carl Heise, Service Design Lead, Department of Finance, Services and Innovation

    3:25pm Afternoon tea

    3:40pm: CASE STUDY: Driving innovation in service models for increased efficiencies in government services

    • Embracing the risk of failure when designing new services
    • Cultivating ecosystems for testing new ideas to overcome Public sector innovation challenges
    • Finding efficient solutions to service delivery by understanding human and economic service costs
    • Learning from your failures

    Hector Gaston, Director of Community Services, Hume City Council

    4:30pm: CASE STUDY: Personalising services for diverse communities to overcome service delivery challenges

    • Taking a person-centred approach to increase engagement with delivery and improve customer journeys
    • Engaging age-diverse users with design processes to deliver services fit for diverse needs
    • Transforming service delivery approaches through individualised programs
    • Fostering inclusive communities by using Equity & Inclusion Planning and Audit Tool to review council programs

    Cathy Henderson, General Manager, Community, City of Darebin

  • Day 3 - Post-Conference Workshop: 22nd March

    9:00am: Workshop A

    Streamlining transformation projects to design improved customer experiences

    Since the publication of the Digital Service Standard by the DTA, The Australian Public Service has experienced rapid transformation, driven by a need for digitalisation and customer centricity. By embracing customer-centricity during transformation, government organisation can engage users with services, improve delivery outcomes and improve public trust. This interactive, half-day workshop will teach you how to design transformation projects to build and influence improved customer journeys.

    Learn how to:

    • Distinguish between process redesign and Customer Experience design
    • Integrating customer service with change management to become a customer centric organisation
    • Supporting internal and external customers during organisational change
    • Breaking down organisation silos to drive improved service delivery and customer service

    Jess Tayel, Founder and Director, iElixir Consulting Australia

    12:30 pm Lunch

    1:30 pm: Workshop B

    Gaining organisational buy-in for service design to drive rapid development of government services

    Embedding a design mindset across your organisation can enable teams to deliver services quicker with reduced costs and resilience to service failures. This interactive, half-day workshop will give you the tools and techniques to demonstrate the value of design practices across the organisation, from senior leadership to product managers. You will learn how to foster a user-centric design culture, build your organisations capabilities and demonstrate the ROI of service design.

    Learn how to:


    • Demonstrate the benefit of user-centricity to increase service usability and user trust
    • Embed a culture of innovation to develop more effective services
    • Drive employee engagement with design practices by upskilling the organisation
    • Measure success of design processes to demonstrate tangible and intangible business benefits

    Chris O’Connor, Service Designer, Communications, Customer and Cultural Services, Bayside City Council



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