Louise Downe

Head of Design for the UK Government, GDS

Thu 25 May, 2017, 10:15

What We’ve Learned From Scaling Service Design in Government

Over the past five years, we’ve moved from making a few services better to scaling good service design right across government. There’s now a community of 600 designers stretching across departments. Service designers are working at a high level and on a range of projects. They’re looking at the way services are delivered and the way government operates. We’ll give insights from our experience that could help you embed similar approaches in your organisation.

We’ll talk about:

  • How we define what a service designer does
  • The structure of design teams and how that works across a large organisation
  • What the practice of service design looks like in a large government department
  • How we work across policy, operations and delivery
  • Service designing with senior stakeholders

About Louise Downe

Louise is Head of Design for the UK government, based at GDS where she leads a community of designers working across government to reform the relationship between the citizen and the state. Her focus is on scaling the transformation of government to be user centred - identifying patterns in human behaviour and making things to fit.

She’s a passionate believer in using design to solve complex problems and is a prominent protagonist in the design industry - redefining the practice of service design to be a practical, technically embedded profession.

With a background in Art, Linguistics and Economics Louise started her career as a journalist and producer at Tate, where she lead on digital audience development before joining Seren and Engine to specialise in the design of large, recently privatised utilities like health, telecommunications, energy and finance.

On the web