Making it HappenHelping organisations move to a user-centred design model of delivering products and services

service design consultancy

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The customer experience …

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The organisation …

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The culture.

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A trend towards customer-centricity

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Gov Digital ServiceTransport for LondonPost Office (innovation labs)Police ServicesPrivate sector (banks, retail)Public Policy Labs (US & UK)

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How to explainthe trend?

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78% The amount of the UK’s GDP derived from Services

79%The percentage of the population employed by Services

Shift from products to services

Image: GDS

Need for new ways following failed (tech-led) capital projects

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70% of transformation projects fail

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Transformation by Design

UCD is a means to effect cultural change / business transformation.

It focuses on customers’ needs and everything else has to shift to work towards this.

Image: Ryan Thackray / Flickr

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Using UCD methodologies for cultural change

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Vertical innovation,co-creation,design thinking

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How to make it happen

Transport for London

How to make it happen

Police Services

How to make it happen

2014Webby Honoree

2014

Information &

Overall Winner

Thank you