• Taking a user-centred approach when developing frameworks for service design
• Distinguishing between government and user needs to improve service delivery
• Implementing strong user centric processes in your organisation

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

• 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

• 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

• 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

• 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

• 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

• 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

• 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.

• 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

• 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

• 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

• 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

• 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

• 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-desig

• 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

• 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

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

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