esynergy…User-centred by design –



In the networked economy, success comes from great customer experience driven by a tight feedback loop between users, designers and developers.

Intrapreneurs in established brands who want to drive change are held back by organisational silos, legacy platforms and stakeholder management.

To give you inspiration and techniques for how to innovate in your company, we present two contrasting experiences: how digitally native fintech challengers have created new ways of working which prioritise customer experience and how GDS has transformed public services by overcoming enormous organisational friction to successfully pioneer user-centred design techniques in central government.


8.00 – Arrival

8.20 – Introduction from Sponsors (eSynergy & Create Change)

8.30 – Why transformation is like fire, Mark O’Neill

From leading small skunkworks teams to managing 700 people at Department for Education, Mark will be drawing on his experience of successfully delivering radical service improvement in complex organisations. He’ll share insights about how you can make your company see transformation as a useful tool rather than an existential threat and how being user-centred is the secret to market-leading services.

8.50 – Break

9.00 – Scaling Design for Digital Transformation, Jay Tulloch

As a design leader, Jay gives his insights into using user experience design to create fans not customers. He’ll be sharing his experience of how the UX&UI team at Metro Bank have shown the value of customer research and usability testing to drive propositions and how they’ve taken a strategic approach to implementing design governance and long-term resourcing as the business scales.

9.20 – Q&A and panel discussion with sponsors & speakers

10:00 – Networking

10:30am – Close

Speaker Bios

Mark O’Neill is a pioneer of digital transformation in government. One of the founders of Government Digital Services (GDS), Mark built the world’s first government accelerator, the UK Government skunkworks, which created over 25 digital services within 18 months. In just 8 weeks he delivered the UK’s ePetitions system which is the most popular democratic petitioning system in the world with nearly 10 million users. He’s led digital transformation across multiple government departments and delivered major operational programmes including London 2012, the UK’s electoral registration service and the new Apprenticeships service. Since 2018 he’s been working with organisations to solve big and complex service challenges.

Jay Tulloch is Head of Design at Metro Bank, leading a talented, user-centred team who use core design principles to help drive business goals and digital transformation. Before Metro Bank, Jay created user experiences for diverse user groups worldwide at Momondo Group and Sopra-Steria and delivered on the UK’s largest digital transformation projects.

Pamela Woods is the Head of Digital User Experience on Reform Programme at MoJ. Since 2014 she has been leading the UX capability on Ministry of Justice programmes to deliver digital services to the public, the judiciary and internal users across crime, civil, family and tribunal jurisdictions.

Jason Maude is a coder, coach, and public speaker. He has over a decade of experience working in the financial sector, primarily in creating and delivering software. He is passionate about explaining complex technical concepts to those who are convinced that they won’t be able to understand them. He currently works at Starling Bank as their Chief Technology Advocate and host of the Starling podcast.


Sep 18 2019


8:00 am - 10:30 am



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