Presentation on user journeys, culture change and how technology affects lives. Presented by Helen Bedford Olsen, Head of Communications for the Local Digital Campaign, at the Data-sharing Discovery Day on 26 January in London.
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User Journey: from the outside | Helen Bedford Olsen | January 2015
1. Local
Digital
Campaign
User Journey:
from the outside
#LocalDigital
@LDgovUK
Helen Bedford Olsen,
Head of Comms, Local Digital Campaign
- Trustee, Myaware (Myasthenia Gravis Association)
and founder of MyawareKids
- Mother to three boys - one with a complex disability
- Heavy user of public services - informed but still
struggling….
2. And are we
looking at
users? Or
real people?
We are still
on the inside
looking
out….
8. Get it wrong…
• Parents lose their jobs
• Stress becomes unbearable
• Families fall apart
• Increase in benefits
dependency
• Failing health of child /
complications
• Expensive inpatient stays
• Parental health problems
• Spiralling service costs
• Loss of productivity
etc....
Get it right…
• Parents stay in work
• Stress can be managed
• Families supported
• Reduction in benefits
dependency
• Better stability in child
health
• Earlier intervention re
complications
• Reduction in inpatient stays
• Reduction in parental
health problems
• Predictable service costs
etc....
9. Data and technology can:
Inform and integrate efficient service
delivery around real people’s needs –
whatever the source of the service
Culture change can:
Break down professional and
organisational silos to put the user
at the heart of everything we do