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Making it Happen 
Helping organisations move to a user-centred design model 
of delivering products and services 
service ...
All contents copyright 2014 we are experience 
The customer 
experience …
All contents copyright 2014 we are experience 
The organisation …
All contents copyright 2014 we are experience 
The culture.
All contents copyright 2014 we are experience 
A trend towards 
customer-centricity
All contents copyright 2014 we are experience 
Gov Digital Service 
Transport for London 
Post Office (innovation labs) 
P...
All contents copyright 2014 we are experience 
How to explain 
the trend?
All contents copyright All contents copyrigh 2t021031 w3 ew aer aer eex epxepreierniecnece 
Shift from products to service...
Image: GDS 
Need for new ways 
following failed (tech-led) 
capital projects
All contents copyright 2014 we are experience 
70% of transformation 
projects fail
All contents copyright 2014 we are experience 
Transformation by Design 
UCD is a means to effect cultural change / 
busin...
Image: Ryan Thackray / Flickr
All contents copyright 2014 we are experience 
Using UCD methodologies for 
cultural change
All contents copyright 2014 we are experience 
Vertical innovation, 
co-creation, 
design thinking
All contents copyright 2014 we are experience 
How to make it happen
How to make it happen 
Transport for 
London
How to make it happen 
Police 
Services
2014 
Webby Honoree 
2014 
Information & 
Overall Winner 
Thank you
UCD14 Talk - Tim Hurles and Paul Gibbins - Making it Happen: Helping Organisations Move to a User Centred Design Model of ...
UCD14 Talk - Tim Hurles and Paul Gibbins - Making it Happen: Helping Organisations Move to a User Centred Design Model of ...
UCD14 Talk - Tim Hurles and Paul Gibbins - Making it Happen: Helping Organisations Move to a User Centred Design Model of ...
UCD14 Talk - Tim Hurles and Paul Gibbins - Making it Happen: Helping Organisations Move to a User Centred Design Model of ...
UCD14 Talk - Tim Hurles and Paul Gibbins - Making it Happen: Helping Organisations Move to a User Centred Design Model of ...
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UCD14 Talk - Tim Hurles and Paul Gibbins - Making it Happen: Helping Organisations Move to a User Centred Design Model of Delivering Products and Services

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Tim Hurles and Paul Gibbins - Making it Happen: Helping Organisations Move to a User Centred Design Model of Delivering Products and Services

Government organisations are starting to move towards a user-centric approach to designing and creating services. We have been assisting some of them in this transition and will share our experiences so far.

Our recent work with Transport for London (TfL) and the Metropolitan Police Service amongst other has been focused on users’ needs and behaviours, and UCD methods have been brought to bear to identify and solve a range of problems.

Often this involves helping organisations change and evolve to allow UCD processes to function effectively within them. The talk will illustrate how we've used UCD both for end solutions and to help the organisations themselves adopt UCD.

Published in: Design
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UCD14 Talk - Tim Hurles and Paul Gibbins - Making it Happen: Helping Organisations Move to a User Centred Design Model of Delivering Products and Services

  1. 1. Making it Happen Helping organisations move to a user-centred design model of delivering products and services service design consultancy
  2. 2. All contents copyright 2014 we are experience The customer experience …
  3. 3. All contents copyright 2014 we are experience The organisation …
  4. 4. All contents copyright 2014 we are experience The culture.
  5. 5. All contents copyright 2014 we are experience A trend towards customer-centricity
  6. 6. All contents copyright 2014 we are experience Gov Digital Service Transport for London Post Office (innovation labs) Police Services Private sector (banks, retail) Public Policy Labs (US & UK)
  7. 7. All contents copyright 2014 we are experience How to explain the trend?
  8. 8. All contents copyright All contents copyrigh 2t021031 w3 ew aer aer eex epxepreierniecnece Shift from products to services 78%The amount of the UK’s GDP derived from Services The percentage of the population employed 79% by Services
  9. 9. Image: GDS Need for new ways following failed (tech-led) capital projects
  10. 10. All contents copyright 2014 we are experience 70% of transformation projects fail
  11. 11. All contents copyright 2014 we are experience 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.
  12. 12. Image: Ryan Thackray / Flickr
  13. 13. All contents copyright 2014 we are experience Using UCD methodologies for cultural change
  14. 14. All contents copyright 2014 we are experience Vertical innovation, co-creation, design thinking
  15. 15. All contents copyright 2014 we are experience How to make it happen
  16. 16. How to make it happen Transport for London
  17. 17. How to make it happen Police Services
  18. 18. 2014 Webby Honoree 2014 Information & Overall Winner Thank you

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