14 October 2025
National Event (Online)
This session featured two presentations exploring service design practice across local government. Synnøve Frøiland (Digital Office for Scottish Local Government) shared lessons from the Scottish Service Design Network, highlighting challenges such as limited senior buy-in, resource constraints, and embedding design capability. A second presentation from Camden Council, led by Josh Lowe and Tor Marie, introduced a practical service improvement toolkit for non-designers, combining principles, tools, coaching, and learning resources to support small-scale, user-centred improvements across frontline services.