Prioritising at transformation level

29 Nov 2023 12:00 AM

View video for Prioritising at transformation level on YouTube (with transcription)

29 Nov 2023 Online event

In the last session of the series Amanda Payne, Experience Strategy Director at cxpartners, and Brian Moss, User Research Lead at Sopra Steria, discussed ‘Prioritising at transformation level’. Amanda and Brian looked at how we have adapted our Customer Centricity Model specifically for public services. They then reviewed how we expect organisations in the public sector to use the model to help shift their culture and behaviours so that they are more focussed on the people they serve.

About

Using customer insight can help you make evidence-based prioritisation decisions that will have a positive impact. But your organisation needs to be customer-centric to be able to gather, listen and respond effectively to that insight. And this is true for public service organisations as well as commercial organisations.

In this session, we looked at how we have adapted our Customer Centricity Model specifically for public services. We then reviewed how we expect organisations in the public sector to use the model to help shift their culture and behaviours so that they are more focussed on the people they serve.

Watch this webinar to find out:

  • More about our Customer Centricity Model for Public Services
  • The key areas specific to public services that organisations should focus on
  • How your organisation can use this model to become more user-centric

About the speakers

Amanda Payne, Experience Strategy Director, cxpartners

Amanda has 25 years in digital strategy, with a decade focused on leading the design of services that have a meaningful impact on the lives of citizens from central and local government, to public health.

Since joining cxpartners in 2020, Amanda has led the Digital Government pod in their work to improve services for health services for vulnerable users with complex needs and form partnerships with organisations to strengthen their user research and service design capabilities to ensure that the work they do meets the needs of all users.

Amanda is passionate about designing delivery approaches that align to the Government Service Standard and design principles whilst accommodating the unique set of circumstances for each service design programme. She champions inclusive research and design and loves to challenge her team to think differently about solving challenges.

Brian Moss, User Research Lead, Sopra Steria

Dr Brian Moss is a highly experienced lead user researcher with a demonstrated history in working with individuals and clients to shape, transform and deliver solutions across many sectors and industries. Brian is currently the user research practice lead within Sopra Steria Government Consulting. This involves planning, leading and consulting on a wide variety of research projects, as well as supporting the functioning of a dedicated research team.

He is a highly qualified research professional with extensive theoretical and applied research experience. This is reflected in his work to-date, which has seen him delivering high-quality research for large public and private sector organisations, such as the Home Office, Ministry of Defence, Education Scotland, Redress Scotland, Transport for London and the Civil Aviation Authority. Brian is experienced in leading research projects through GDS/DSSS assessments, and most notably lead the trauma-informed research for Redress Scotland, which was the service for Survivors of Child Abuse in care to receive redress.

Customer Centricity Month 2023: Creating resilient organisations

2023 was another uncertain year for many organisations. As uncertainty becomes the norm, businesses need to do more than just survive. They need to thrive. Organisations must maintain a competitive edge, even when times are tough.

Our research tells us that prioritisation is a big concern for many businesses. Getting strategy and tactics right can be tough – it’s a balancing act. Too much focus on your tactics and you might reduce your long term sustainability, competitiveness and growth, but too much emphasis on your strategy might result in slower agility to change.

For Customer Centricity Month 2023, we held five webinars throughout November that looked at how you can plan for the future whilst managing the day-to-day. And most importantly, how putting the customer at the heart of all business decisions can help you to do so.

For each webinar we were joined by expert design leaders who gave examples of the topics in practice.

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