Session type:
Case Study

Session duration:
45 minutes

Presented by:

Jay Heal

Ministry of Justice

About this Case Study

I would like to speak about my time working with the Ministry of Justice as an interaction/service designer. In particular, I would like to share my experience of a project where we attempted to improve the visiting experience for both prisoners and visitors, and the challenges we faced along the way.

In this session, I will speak about the challenges involved in designing within a government department, the collaboration techniques used, the problems we tried to tackle and how I had to adapt to be a better designer to suit the demands of the service. I will also cover some of the aspects where we failed so that you can avoid making similar mistakes.

I will also cover how the definition of 'design' has changed in my time within the industry.

About the Speaker

Jay Heal is a Cambridge-based UX consultant with expertise in user-centred design, service design, interaction design and user research.

His principle belief is that design is both a collaborative and iterative process of problem solving. Great design solutions are achieved from a deeper understanding and empathy of the people they are intended for.

As a practitioner, Jay is a vocal advocate of the ‘test early, test often’ approach to UX where numerous ideas and concepts can be quickly validated until the right solution is found.

Having graduated from the University of East London in new technology and multimedia design in the early 2000s, Jay has a passion for designing for people that has led him to work with organisations that include the BBC, Ministry of Justice, Just Eat, Virgin Trains East Coast and Transport for London.


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