Head of User Research - UK Health Security Agency (UKHSA)
The Digital, Data and Technology profession within Civil Service is where the majority of human-centred designers find themselves. The government Service Standards enable a whole profession of people to design better, more inclusive digital services, but what if the design needed is in the policy space? What if it is a non-digital or complex web of services? What can we do when there are inevitable practical constraints placed on projects?
In this talk, Jen will reflect on her experience embedding human-centred design within policy, delivery and non-digital services, drawing on the use of Service Standards to help embed this culture, and reflecting on the complexity of large reform and systems change programmes.
Jen is Head of User Research at UK Health Security Agency (UKHSA), leading the development of user research and user-centred design practices in the organisation. Prior to joining UKHSA, Jen set up and led user-centred policy and systems design teams in the Department for Levelling Up, Housing and Communities (DLUHC). She set up and led user-centred policy design and future system design in planning reform, a complex legislative programme, and in Homes for Ukraine and wider refugee resettlement policy. Jen joined Civil Service after completing her PhD in Digital Civics, focused on human-centred policymaking and human-computer interaction, bringing her academic action research experience into government. Jen is from the North East of England and lives in Sunderland.