Ep#139: People-centred and inclusive: The APS Experience Design Principles
On the fourth episode of our APS Reform in Action series, we hear from Laure Yassine and Lisa Jansen from Services Australia, and Carly Harrison from the Australian Public Service Commission, on the development of Services Australia’s APS Experience Design Principles – and how you can apply them, even if you’re not a design expert.
These seven principles – simple, inclusive, tailored, connected, transparent, safe, and trustworthy – help the APS design and deliver people-centred, inclusive services across all channels. Developed through extensive consultation and research, they offer practical guidance for improving both policy and service delivery.
Laure Yassine, acting national manager, Business and Customer Architecture Branch, Services Australia, Lisa Jansen, national manager, Digital Product Design Branch, Services Australia, and Carly Harrison, assistant director, Partnership and Engagement, APS Commission, join host David Pembroke, CEO of contentgroup, to explore how these principles are being embedded across the APS to improve outcomes for all Australians.
Key tips
- Start with simplicity – clear communication and plain language make services more accessible for everyone
- Focus on outcomes. You don’t need to be a design expert to apply these principles effectively
- Use the principles as a guide. They’re a practical checklist to evaluate and improve services across government.
guests
Laure Yassine
Laure is the acting National Manager for the Business and Customer Architecture branch in Services Australia. Laure is a systems-thinking leader with a passion for driving customer-centric change and fostering collaboration across government to deliver impactful outcomes for Australians. With expertise in human-centred design and agile methodologies, Laure led the development of Services Australia’s customer strategy and the whole of government Experience Design Principles.
Lisa Jansen
Lisa Jansen is the National Manager for the Digital Product Design Branch in Services Australia. Lisa works to help Australians better interact with Australian Government services by helping people with user-centred design tools and processes. Lisa focuses on digital services and leads strategy, policy and design initiatives, including transformation programs across government to improve service delivery and access for Australians. She has a passion for human-centred design approaches and good design capability across whole-of-government initiatives.
Carly Harrison
Carly Harrison is an Assistant Director from the APS Reform Branch at the Australian Public Service Commission. Working in partnership and engagement, Carly has been involved in a number of APS Reform initiatives, which means she gets to collaborate with different agencies across the APS to progress new ways of working. Carly is part of the Secretariat for the Collaboration Circle, which has First Nations APS staff and Chief Operating Officers working together to review current First Nations initiatives across the APS. Outside of work, you’ll find Carly hiking with her family in Victoria and Tasmania.
show notes
Transcript
