Within the UK, the Government Digital Service are the underlying authority ensuring all government departments utilise design thinking and a human-centred approach. Running 1-day service design sessions for all employees, the department has trained over 540 public servants in 6 locations over the last 20 months, guiding them on design thinking principles.
Kate Ivey-Williams, Service Design Lead, has traveled from the UK to deliver a case study looking at how the department has embedded this way of working. Through the update of the Service Standard, they now encourage service teams to look at a user’s whole problem to provide service across multiple channels.
- Using design thinking beyond a human-centred approach and utilising it for robotics and AI
- Working with stakeholders and delivering more effective communication techniques for stronger project results
- Understanding that design thinking is a mindset, and creating a culture where it comes naturally to all employees takes time