Beyond Experience: Who Benefits From the Systems We Design?
at UXLx 2026
Type
talk
Uses public-service examples to question whose needs systems serve, considering people who cannot opt out and frontline staff whose experiences are often neglected.
People
Ayesha Moarif
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.