Event

BIMA Citizens Advice service (design) in Scotland: strategy from the outside in

Talk

Posted by BIMA

Desk with laptop and coffee
Event info
Date
27 Jul 2017
Time
8:30 AM-10:30 AM
Location
Scotland
Full Price
£ 15
Tickets

Citizens Advice Scotland (CAS), 61 member bureaux, and a consumer helpline together form Scotland’s largest independent advice network. The Citizens Advice service in Scotland provides free, confidential and independent advice to help people overcome their problems. The service is available across Scotland, from city centres to the Highlands and Islands.

Come and join us to hear how User Vision, one of Scotland's leading UX agencies, were tasked to develop a service design strategy to help the Citizens Advice service in Scotland reach new sectors and improve client journeys across all channels: online, phone and face to face. We’ll find out about the ethnographic and user-centred research activities that enabled User Vision to identify personas, create customer journey maps, and develop a clear digital roadmap to enable the service to better serve clients going forward.

This case study will be presented by Citizens Advice Scotland (CAS), 61 member bureaux, and a consumer helpline together form Scotland’s largest independent advice network. The Citizens Advice service in Scotland provides free, confidential and independent advice to help people overcome their problems. The service is available across Scotland, from city centres to the Highlands and Islands.

Come and join us to hear how User Vision, one of Scotland's leading UX agencies, were tasked to develop a service design strategy to help the Citizens Advice service in Scotland reach new sectors and improve client journeys across all channels: online, phone and face to face. We’ll find out about the ethnographic and user-centred research activities that enabled User Vision to identify personas, create customer journey maps, and develop a clear digital roadmap to enable the service to better serve clients going forward.

This case study will be presented by Polly Tolley, Head of Communications at Citizens Advice Scotland and Amy McInnes, Principal Consultant at User Vision.

08.30 - 09.00 Arrival and Breakfast

09.00 - 10.00 Case Study and Presentation

10.00 - 10.30 Closing Remarks and Networking

Polly Tolley, Head of Communications, Citizens Advice Scotland

Polly has headed up the Communications and Information teams at CAS for the past two years. Prior to this she gained an extensive background in both corporate and internal communications through senior positions at Tesco Bank and previously at RBS.

Amy McInnes, Principal Consultant, User Vision

Amy is particularly passionate about Service Design, E-commerce and understanding buyer behaviour.

Amy joined User Vision from one of Europe’s leading digital agencies where she was a key player in the development of the usability department, introducing Conversion Rate Optimisation, and ensuring the continual integration of usability across all the digital media offerings.

Amy graduated from the University of Stirling with a Bachelor’s in Psychology and Business and has gained qualifications in CPUX-F and CPUX-UT.

About your hosts:

User Vision is an award-winning user experience consultancy, applying insightful research and innovative solutions to shape the best customer experience. Our services in UX strategy, user research, experience design and evaluation help brands to create compelling user journeys that meet the needs of their target audiences.

www.uservision.co.uk

@UserVision

As usual, BIMA members can claim one free ticket to this event by emailing nadinepierce@bima.co.uk and supplementary tickets can be purchaded through eventbrite at the members rate.




Event speakers

Polly Tolley, Head of Communications at Citizens Advice Scotland and Amy McInnes, Principal Consultant at Uservision

Location information

BIMA
Posted by BIMA

BIMA is Britain’s digital community. Our mission is to drive innovation and excellence across the digital industry. We are the connectors, thought leaders, champions and change makers determining the shape of Britain’s digital economy. Our strength is in our structure. We are powerful because our members make us so. BIMA councils set the agenda in digital hubs around the country and our Think Tanks aid industry leaders and practitioners to fuel the future. Our communities underpin everything that we do. Everything we do embodies our values of innovation, enabling community, celebrating individuals and embedding diversity into our digital ecosystem. BIMA is run by the industry, for the industry. Our independence and not-for-profit status means everything we do is for the good of our members and the industry, and it gives Government and the media confidence in our integrity. We were founded in 1985 and are proud that we were the first digital industry body anywhere in the world.

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