From Governance to Ground: Service Design with Volunteers

What if the users you’re designing for are volunteers and you can’t offer pay or performance reviews? In this session, I’ll explore what happens when you apply UX principles to designing organisational culture, using my experience as a Board Director leading culture change in a state-wide volunteer organisation. Volunteers don’t comply out of obligation, they show up (or don’t) because of trust, shared values, and lived experience. I’ll share a co-design approach to shift culture and start to build bridges between historically divided groups. We can open it up to some Q&A about Service Design in practice if that format is suitable for the session.