31 July - 01 August, 2019 | Sir Stamford, Circular Quay

Conference Day Two: Thursday, 1st August 2019

8:30 am - 9:00 am Conference Registration and Welcome Coffee

9:00 am - 9:10 am Opening Remarks by IQPC and the Conference Chair

9:10 am - 9:50 am CASE STUDY: Life Launcher: Enabling a Holistic Approach to Career and Training Information Sharing

In February 2019, the Department of Industry released an operational launch of a digital web application that supports current and prospective students to make more informed career choices. The project is working towards an environment that unifies Government Departments, all levels of education, and career opportunities in one service.

  • Exploring how the design of information is targeting the customer and their needs
  • Unifying stakeholders and maintaining up-to-date resources
  • Analysing the design and customer satisfaction outcomes
Michael Lau, R/Director Market Design at NSW Department of Industry

Michael Lau

R/Director Market Design
NSW Department of Industry

9:50 am - 10:30 am CASE STUDY: Layers of Service Design To Transform Government Services For Everyone

The DTA is delivering a digital identity program which will allow users of government services to get more done online at a time and place they choose. Having to show your identity documents in person is the biggest barrier to government services being available end-to-end online, so we are designing and delivering a whole of economy solution, where many people and many products are impacted.

  • Exploring opportunities where the DTA has partners with agencies
  • Applying multiple layers of service design to design an end to end experience that meet everyone’s needs and expectations
Lisa Jansen, Service Design Lead at Digital Transformation Agency

Lisa Jansen

Service Design Lead
Digital Transformation Agency


11:00 am - 11:40 am CASE STUDY: Using Practical Service Design to Innovate and Transform Organisations

Moving beyond customer journey mapping Christy McLeod will demonstrate how she has helped organizations transform from being technology driven to customer centric and how practical service design has influenced corporate strategic directions.

  • Going beyond customer journey mapping to actively designing for people – Both customer and employees
  • How to lead with the customer in program planning and project prioritization
  • The role of design thinking to enable teams/ organizations to innovate
Christy Mcleod, Senior Innovation Designer at Bank of Queensland

Christy Mcleod

Senior Innovation Designer
Bank of Queensland

11:40 am - 12:20 pm CASE STUDY: Delivering Streamlined Services to the Public through Digital Transformations and Citizen Programs

The NSW Department of Premier and Cabinet are moving towards customer-driven service designs and reforms that lead to improvements in communication and engagement across NSW. This case study will explore from the centrally positioned office that focuses on customer experience:

  • How to obtain insights and find areas for improvement in public service design
  • Working across agencies and co-designing digital streamline services
  • Exploring the learning’s and maintaining a continued focus of digitisation
Felicity Cox, Director at NSW Department of Premier and Cabinet

Felicity Cox

NSW Department of Premier and Cabinet

12:20 pm - 1:20 pm NETWORKING LUNCH

1:20 pm - 2:00 pm CASE STUDY: Exploring Service NSW’s Mobile Service Centres Initiative that Improves Access to Rural Communities

Service NSW have designed four custom fitted buses that will each spend 46 weeks a year on the road providing services to more isolated communities. Performing every major service in a cashless design and visiting towns with advance notice this initiative is aimed to provide easier access and support for citizens across the state.

  • Investigating the bus design such as choosing which services to include and going cashless
  • Exploring the customer this initiative caters to and how it will improve their experience
  • Analysing the feedback and design following the launch of two buses in February 2019
Kylie De Courteney, Chief Customer Officer at Service NSW

Kylie De Courteney

Chief Customer Officer
Service NSW

2:00 pm - 2:40 pm Solutions Clinic

Solutions Clinics are designed to give participants strategies and tools to deal with their most pressing challenges. The room will split into tables, where each table member will share their biggest challenge, before collectively deciding which issue to investigate in more detail.

The table will then elect a facilitator/note taker who will record the topic being explored and the ideas of the table. After 20 minutes of discussion, the facilitator of each table will then report back to the rest of the audience on their problem and the potential solutions.

  • How to measure internal performance when adopting new service channel designs
  • Overcoming challenges co-designing across teams and departments


3:10 pm - 3:50 pm CASE STUDY: Transforming the City of Perth’s Service Design through Agile Technology Integration

The City of Perth is approximately 75% through their transformation journey and have come a long way over the past three years’. This case study will share the transformation plan, how it was consistently evaluated and changed, the influence both staff and customers had throughout, and, explore the integration of new technology aimed to improve customer ratings and satisfaction.

  • First and foremost: Establishing a strong culture and integrating a central CRM system as a foundation for further digital strategy
  • Investigating the risks and benefits of transforming in an agile approach including costs, trials and flexibility
  • Exploring the outcomes: What was successful and what are our next steps as a result?
Alyce Higgins, Manager Customer Service at City of Perth

Alyce Higgins

Manager Customer Service
City of Perth

3:50 pm - 4:30 pm CASE STUDY: Delivering Positive Customer Experiences through User-Centred Service Design

In this case study presentation Rohit explores how to build a clear picture of various users to understand their needs and expectations and consequently ensure service designs deliver a positive interaction with the Department.

  • Using design to craft new experiences and services
  • Mapping customer journeys and understanding the moments that matter most when interacting with your organisation
  • Capturing user feedback and insights to continuously improve experiences and services
Rohit Mandanna, Customer Centric Program Leader at Office of Environment and Heritage (NSW)

Rohit Mandanna

Customer Centric Program Leader
Office of Environment and Heritage (NSW)

4:30 pm - 4:30 pm Closing Remarks from the Conference Chair and Main Conference Close