Radical User-Centred Design (UCD): Shifting Mental Models from Analogue to Digital

The goal is no longer delivering a good design. Beyond the interface the challenge is a fundamental psychological shift. When a department is tasked with reducing call volumes from 40 million to 10 million, the design must do more than look good, it must successfully rewire the user's mental model from analogue to digital interactions.

• How User-Centred Design leads to better policy outcomes, not just better websites
• How do we ensure services are built on real-world user needs when the pace of IT delivery dictates the solution?
• Designing for 'Invisible' Services: Moving away from forms to automated eligibility
• Mapping the citizen journey through the lens of local government consolidation
• How do we develop feedback loops to collect insights from residents across a world of fragmented websites, apps, and social media? How to avoid only hearing from those who are already digitally connected?
• How do we ensure that labels like 'hard to reach' do not expose a lack of imagination or accountability in service design?