I really enjoyed last night’s Cambridge Usability talk by Katy Arnold, Head of User Research and Design at The Home Office. The talk covered the journey that Home Office Digital is making as they transform the way they provide services for citizens around the world. The UX team started small – they didn’t even have a dedicated space in the office. Katy shared the challenges the UX team faced in a risk-averse organisation, not only the design itself but getting those higher up in the company to see the value of user research and design.

The hardest thing about design or research is rarely design or research.

Talk to as many [users] you can who know the local environment.

It’s not about Digital Design anymore, it’s about Service Design.