Designing your product or service

In this session, we'll delve into the fundamentals of Service/Product Design, clarifying its key distinctions and demonstrating why design is crucial for creating effective solutions. We'll examine core principles, including user-centered design, user research, and iterative problem-solving. Time permitting, we'll explore real-world examples or practical methods.

Rachel Lane - Speaker Bio

"Rachel is a Senior Service Designer at the Ministry of Justice, working on a range of products and initiatives across Prison and Probation. Prior to this, she worked in consultancy as a Service Designer, Strategist, Account Director and Digital Planner, across a range of clients including Fairmont and Raffles Hotels International, Lloyds Bank, Aldi and various charities including Save the Children and WellChild.

Rachel landed in Sheffield via Dumfries and Galloway, via London, via Manchester, via Denmark, via Toronto, via Nova Scotia, via Edinburgh and has an accent that still walks all over the place. She brings with her 20 years of agency experience across search marketing, digital production, digital strategy and user research. 

Passionate about building community, Rachel has volunteered in various forms wherever she has landed in the world, from organising Girl Geek talks in Toronto, helping run a makerspace in Nova Scotia and even speaking at a sex tech summit in Copenhagen.

In the words of Lou Downe (author of Good Services), "Service Design is 10% design and 90% creating the conditions for design to happen"; as such, Rachel is focused on whole system improvement and the collaboration of human and artificial intelligence