Realising an agile user-centred digital strategy for Citizens Advice
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This talk is about how one large charity, Citizens Advice, is learning to embrace a new, agile approach to digital services as part of a wider evolution in how it designs services, manages projects and thinks about users. The talk will cover both the successes and practical lessons that Citizens Advice has learned through this change, and the potential it has to transform the experiences of more than 1.6m face to face and 3m telephone users of its services.
