Presentation on user journeys, culture change and how technology affects lives. Presented by Helen Bedford Olsen, Head of Communications for the Local Digital Campaign, at the Data-sharing Discovery Day on 26 January in London.

1. Local
Digital
Campaign
User Journey:
from the outside
#LocalDigital
@LDgovUK
Helen Bedford Olsen,
Head of Comms, Local Digital Campaign
- Trustee, Myaware (Myasthenia Gravis Association)
and founder of MyawareKids
- Mother to three boys - one with a complex disability
- Heavy user of public services - informed but still
struggling….

2. And are we
looking at
users? Or
real people?
We are still
on the inside
looking
out….

3. And that post it note from the outside?

5. Charlie

6. CONSULTANTS / HOSPITALS
• Paediatric Neurologist (London
Hospital A)
• Paediatric Bladder Specialist (London
Hospital B)
• Neuromuscular Respiratory Specialist
(London Hospital C)
• General Paediatric Consultant (Local
Children’s Hospital D)
• Community Paediatrician (Local District
Hospital E)
• Regional Eye Hospital (Hospital F)
COUNCILS
• School / one-to-one (School)
• LEA SEN team (County Council)
• Educational Pyschologist
• Social Services CDT (County Council)
• Social Services OT (County Council)
• DLF grants officer (District Council)
• Planning officer (District Council)
• Council Tax benefits (District Council)
CENTRAL GOVERNMENT
• DWP – Disabled Living Allowance
• (Motability)
• HMRC
COMMUNITY HEALTH
• Physiotherapist
• Occupational Therapist
• Speech & Language Therapist
• Continence Service
• Wheelchair Service
• Health Visitor
• GP

7. Will someone please
join the dots
… we do have the
technology!

8. Get it wrong…
• Parents lose their jobs
• Stress becomes unbearable
• Families fall apart
• Increase in benefits
dependency
• Failing health of child /
complications
• Expensive inpatient stays
• Parental health problems
• Spiralling service costs
• Loss of productivity
etc....
Get it right…
• Parents stay in work
• Stress can be managed
• Families supported
• Reduction in benefits
dependency
• Better stability in child
health
• Earlier intervention re
complications
• Reduction in inpatient stays
• Reduction in parental
health problems
• Predictable service costs
etc....

9. Data and technology can:
Inform and integrate efficient service
delivery around real people’s needs –
whatever the source of the service
Culture change can:
Break down professional and
organisational silos to put the user
at the heart of everything we do

10. Better, proactive and
predictable services.
Less cost to the
public purse.
Thriving families and
communities.