How design helps drive user-centred transformation in large enterprises, with Jeanette Clement from BT EE.

Send us Fan MailIn our last episode of 2023 we meet Jeanette Clement, a seasoned service design leader who helps organisations meet the needs of users through evidence-based decisions, collaborative design and problem solving strategies.Jeanette currently working as the Head of Service Design at BT and EE, where she is leading a user-centred transformation within the organisation. Under Jeanette’s guidance,  the User Research team and now the Service Design team have blossomed, delivering value through  user-centered approaches and agile methodologies.In the episode Jeanette talks about how design has been championed at BT by  its Design Director, Connor Ward and the ground-breaking Design Apprenticeship Scheme, set up recently by Richard Chong, who sadly passed away this year. Donations can be made to Richard's charities here.Jeanette also mentions the  inspirational work of Kate Tarling,   and specifically her work around the Service Organisation. Jeanette previously held the position of Head of Design and User Research at Parliament Digital Services. Here, Jeanette established multidisciplinary teams, fostering an agile and lean approach to design and development.BT Design's blog can be found here.Service Design YAP is developed and produced by the Service Design Network UK Chapter.Its aim is to engage and connect the wider Service Design community.Episode Host: Stephen WoodProduction Assistance: Jean Watanya