Kola Wale

Senior Service Designer @DWP Digital

Manchester, GB

Understanding user needs and designing services that meet them and collaborate with multidisciplinary teams to understand user behaviour and feedback.• Analysing research findings, data, and utilising insights gathered in concept generation.• Leading workshops to drive actionable outcomes.• Aligning and supporting the communication with product managers and policy colleagues to define the customer journey and articulate the vision for products and services.• Analysing pain points within services and building design solutions that fulfil user needs and business outcomes.• Managing stakeholder needs across different areas with a focus on supporting discussions at senior departmental level.• Building an open and collaborative culture within the department and the design community.• Identifying cost saving opportunities whilst implementing best practice service design.• Owning and creating high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints.