Designing for Impact: How Service Design helped us better understand Macmillan's Coffee Morning and cut across organisational silos.
A Talk by Steven Newstead , Claire Reynolds and Amie Slade
About this Talk
When did you last try to organise a party with some friends? The challenge of managing schedules, decorations, and organising venues can drive even the most patient of us to despair. Now, try doing that for thousands of people. You’ve just imagined Macmillan’s Coffee Morning.
Working alongside human-centred design specialists at Mace & Menter, we looked at Coffee Morning end-to-end, front-to-back, to understand pain points and opportunities to improve the experience for internal users who deliver the service and our incredible fundraisers.
The work provided an exemplar of what “good” looks like for mapping and understanding our services, and by bringing together a multidisciplinary team, has supported us on our journey to embed service design approaches at Macmillan.
Attendees of this talk will hear about the challenges of getting started with Service Design, how getting started was more important than 100% buy-in, what we did, and how breaking down our silos allowed us to learn a lot in a short period.
About The Speakers
Head of Engineering, Macmillan Cancer Support
Steven is the Head of Engineering in Macmillan Cancer Support where he is responsible for the technical strategy and output of 50+ developers and testers who deliver across digital, back office, and data workstreams
Consulting Director, Healthia (formerly Mace & Menter)
Consulting Director and third sector lead at Healthia® (formerly Mace & Menter). We design for better experiences, delivering service co-design and digital innovation for health and care and public services.