TSMs & the case for user-centred design

TSMs & the case for user-centred design

With the backdrop of TSMs in mind, we’d like to make the case for good user-centred design as the underpinning methodology for building services that actually deliver what tenants need. Having worked as chief product owner for the Scottish Courts & Tribunal Service and as product lead on Child Disability Payment, I’m familiar with the challenge of aligning service design and delivery with users’ needs in the real world. The ever-present reality …