ABOUT KATHRYN

Kathryn Grace has worked in design led, people centred innovation for over two decades. After starting her career in a top design studio in London she is now a leading voice in the global service design community.

Kathryn is a highly experienced design practitioner whose impact is demonstrated not only in the depth of the work that she does but also in the breadth of events, communities, networks and teams she has developed across the UK. She has lived and breathed the end to end design process from research, to design, through to delivery.


Kathryn has worked with Leeds City Council, Co-op Digital, Stick People HQ, Joseph Rowntree Foundation, NHS, Konnektis, HealthSpark, EE, Orange, Elsevier, Samaritans, Mencap, Habitat, Design Museum, WHSmith, Independent on Sunday and Royal Mail.

In addition Kathryn sits on the UK committee of the Service Design Network and is a volunteer at the Global Service Jams HQ. She contributed to the book This is Service Design Doing, has written for The Service Gazette and is included in A Day is not Enough, a book celebrating women in design. 

 

SERVICES

Different ways of working to meet different business needs

SERVICE DESIGN CONSULTANCY

Contracts and
smaller projects
in-house/externally

SKILL SHARING THROUGH JAMS & WORKSHOPS

Enabling teams and individuals to learn 
by 'doing' (bespoke to client needs)

IN PROJECT TRAINING

Working on real projects, in-house with teams as mentor
and lead.

 

CLIENTS

LEEDS CITY COUNCIL

2015, 2016, 2019
Customer Access & City Development

CO-OP DIGITAL

2017-2018
Food, Community  & Insurance

NHS

2013, 2016
LYPFT Partnership

EE

2007-2013
Orange & EE

 

PORTFOLIO

Kinds of work

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USER RESEARCH

Exploring to understand problems and discover user needs

StartUp: HealthSpark

MAPPING

Understanding how your service works from beginning to end

Co-op Digital: Food - Store Hub

SKETCHING

Drawing/sketching and making ideas visual eg.digital interfaces or storyboarding

Co-op Digital: Food - Shifts

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PROTOTYPING

Making working models of a service to enable user testing and concept development
Leeds GovJam

USER TESTING

Testing out working prototypes with real users to see what works

Co-op Digital: Food - Shifts

VISUAL STORY TELLING

Illustrating how things work, sharing insights and helping people to understand a story

We Care Design:

Dementia Story

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TEAM WORKING (AGILE)

Multi-disciplinary teams working together to fast track product and service  development
Co-op Digital: Food - Shifts

SKILL SHARING

Sharing tools, methods and skills - enabling teams to learn by doing

Leeds GovJam

TALKS

Sharing experiences, observations, learning and ways of working to create debate

Leeds GovJam

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BUILDING COMMUNITIES

Bringing service design practitioners together, across organisations, cities, the UK and the world

Leeds GovJam

EVENT MANAGEMENT

Working with partners to create bespoke events, jams and talk events

Service Design Jam Days
Design Manchester

COACHING & MENTORING

Investing in the next generation of service designers

 

SO WHAT?

What does this approach achieve?

AGILE PRODUCTS
AND SERVICES FOR PEOPLE THAT WORK

I worked with the Co-op Digital team for 18 months. Initially working in the service /product development context - working in agile discovery teams I was part of a new working approach for the organisation.

Shifts
An award winning, web app/scheduling tool for food store teams.
Why?
• Enabling the staff scheduling process

• Better communication and a more open two way engagement between managers and team members (improving culture)

• Making the managers' work easier
• Enabling positive cultural change

• Team members monitoring hours more easily (knowing how much they'll be paid)

• Staff able to book holidays more easily
• Store able to offer extra hours or swap shifts more effectively
• Knitting the knowledge of existing physical and previously closed digital approaches together
• Making the process more transparent and effective to enable collaboration and a more effective business.

ORGANISATIONAL TECHNOLOGY IMPROVEMENT - MORE EFFECTIVE WORKING

Co-op Digital: Foodstore Hub
A discovery project - user research - observing how technology is used across a store by the whole team leading to a  'day in a life of a store' map.
Why?
To enable the business to:
• See the context of any new interventions (technology/digital tools)
• Provide a rich overview of the life in a store and the things that effect what, how and when technology is used by who.

• Make the use of technology in stores more transparent
• Understand the landscape today from a people perspective - 
as a foundation for new work - pain points, workarounds, opportunities and things that work well.

CITY INNOVATION - ENABLING COLLABORATION AND GROWTH

Companies have systems, often old and struggling to adapt to change. Today we live in a more networked working world where communities are the new super power.

Service Design Leeds & The Jams
I co-founded Service Design Leeds in 2010. I initiated the Jams - Leeds Service Jam and Leeds GovJam (Service Design & User Centred Design Learning events) in Leeds in 2011.
Why?
This started a rich service design community in the city, the results of which include:

• Learning events 2011 to present
• Increasing expertise in service design and user centred design
• Inspiring DWP activities - digital academy and internal jams
• Inspiring new teams in NHS Digital
• Nurturing new digital design leaders in the city and further afield - Lou Downe to start service design and Lisa Jeffery to become a community builder for GDS.
• Creating annual meeting points for - the whole of the city. And for public and third sector organisations enabling service design practitioners to cross paths share learning and collaborate.
• Inspiring other organisations and groups across the city, the UK and globally.
Enabling a culture of innovation.
Being a world class Service Design Community - to nurture and grow a city and region - for us... the North of England. 

 

WHAT IS SERVICE DESIGN?

Some good books to start you off:

This is Service Design Doing

https://www.thisisservicedesigndoing.com/

Co-created

The most recent publication
Good Services
https://blog.louisedowne.com/2019/08/28/good-services-out-this-november/

by Lou Downe

The best way to learn is by doing...
you can attend one of the many jams organised by Global Jams and hosted locally in over a hundred cities around the world. 

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TESTIMONIALS

 

Kathryn worked for me as a User Researcher and Service Designer at Co-op Digital. She is good at that and you should hire her to do that. But what stood out for me is the way she led and managed two Service Design Jam Days as part of the Design Manchester festival for the Co-op. She led an internal team of 8 people and set up 24 workshops running over 2 days. She created an energy and strong sense of community in a way that I had hoped to achieve in two years in just two weekend events. She's a strong character who leads with knowledge and passion.

Ben Terrett, CEO at Public Digital

BLOG

Some key thinking...

 
 

SAY HELLO!

 

Kathryn Grace

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