11 - 13 May 2016

thestudio, Manchester, UK

Designing services that meet user needs in government

Steve Bruce DWP
Laura Roberts DWP

Session type: Experience Report
Session duration: 60 minutes

About this Experience Report

This experience report will explore the service design of the Personal Independence Payment digital claim by the UK government's Department for Work and Pensions (DWP).

DWP is transforming to be a modern, efficient and inclusive department. Part of this transformation is about designing services that meet users' needs.

The service lets users who are disabled or have a long-term health condition apply for a Personal Independence Payment to help them live independently. The team designing the service has had the challenge of simplifying the application process and making sure the service meets the needs of people with a wide range of health conditions and disabilities.

Steve and Laura are part of the team that have been designing and building the service. They will take you through running an agile project within a large government department, while staying true to agile and government design principles, including:

  • working closely with users with a range of digital skills to understand their needs
  • prototyping, testing and iterating the service
  • integrating into legacy systems
  • working within a wider non-agile business change programme

About the Speakers

Steve Bruce

Steve is responsible for delivering the new Personal Independence Payment (PIP) digital service within the DWP.

A digital, communications and stakeholder management professional since 1999, he has a demonstrable track record of successful delivery of high profile public sector projects.

Steve has considerable experience of delivering fast paced agile digital projects and managing both large and small multidisciplinary teams using appropriate scrum and kanban methodologies.

He previously managed the digital portfolio for the Department for Education.

Laura Roberts

Laura is a product manager who has previously worked in a variety of roles with a focus on large-scale agile projects. Coming from a background in biological sciences, she now puts this to use working on one of the largest disability benefit programmes in government.

To buy tickets to see this fantastic talk, and many others like it head over to our ticket page.

Session Types

Need help planning which sessions to attend? We've provided a breakdown of our various session types below.

Case Study/Experience Report

A presentation and discussion of real-life (not theoretical) experiences of the application (or mis-application) of Agile and Lean practices. Case studies and experience reports include some discussion of lessons learned and an indication of how novel the work is.


Participants learn a new approach, tool or technology through using it to solve one or more practical exercises. Any software/hardware requirements are disclosed in the session description.


A session focused around some specific tool, technique or issue. Primarily led by the speaker, tutorials usually include some elements of interactivity or individual / group exercise.


An in-depth working session on a specific topic. May include paper presentations.