As Head of User Research at the Home Office, Katy is building a community of practitioners and raising standards of user research across the department. Katy enjoys advocating for the value of user-centered design and is passionate about building public services that work for everyone.
Katy is a regular speaker at conferences and events including EuroIA in Stockholm, Italian IA Summit in Rome, Service Design in Gov, Camp Digital, World IA Day, UX Brighton, Product Camp London, #GovDesign
Over the last few years, the UK government has been modernising service delivery using human centred design. We’ve learned what happens when services are not designed from the users perspective and we’ve seen the impact this has on people’s lives. For those of us working to redesign government services we know have an opportunity to design well, to design for good.
Part of that involves giving large complex organisations the tools they need to manage services which are used by millions of people. Mostly it involves building trust and transparency, and re-setting our relationship with the public because good services, are efficient as well as humane.