User-Centric Design

Discussion table

Learn from
Tomasz Rychter

Director, Innovation & Quality


Programmer by profession, a passionate Peopleware evangelist, and an expert in Digital Transformation.
Paul Moran

Head of Service Design & User Research


Lucille Harvey

Head of User-Centred Design


Lucille heads up Triad’s leading User-Centred Design function, leaning on a decade of experience in research methodologies spanning clinical and academic research, as well as user research. This is underpinned by her BSc in Psychology, and MSc in Human-Computer Interaction from University College London. She leads the User Experience and User Research practice at Triad, defining and rolling out models, approaches, and best practices across the organisation.
At Triad, she has delivered for the Department for Transport, Department for Energy Security & Net Zero, the Office for Product Safety & Standards and the Metropolitan Police, including being shortlisted for two awards at this year’s UK IT Industry Awards. She has led the design of several digital services which support Net Zero policies. In Lucille’s world, everyone is a designer, everyone is a researcher and involving everyone in the process is the only way to ensure a good user experience.
About the session

Designing public sector services for a diverse population is complex - but departments that practices user-centric design will be better able to serve their users, reduce inefficiency, and foster greater public trust and engagement.

It's crucial not to make assumptions about what users need or want, or to exclude those on the margins by designing for the 'average' user. Effective user research, prototyping, and iterative development are key to ensuring that government services are as relevant and effective as possible.

  1. Citizen Involvement: Involving the citizen in the design process is crucial. How do we improve how we incorporate user input into the design of our services?

  2. Iterative Improvement: User-centric design thrives on continuous improvement based on user feedback. What are the obstacles to embedding this principle into the design of our public services?

  3. Accessibility: Ensuring services are accessible to all is a key aspect of user-centric design. How are we accounting for accessibility in our current design process, and what areas need further attention?