Beyond the Blueprint: Inside the Practice of Public Service Design
What does service design look like inside government?
In this episode, Amy Yee talks with Shannah Segal, Experience Design Lead at the Ontario Digital Service, about the craft behind designing public services that work for people.
Shannah shares honest, grounded insights from her work across government and the private sector — from the role of user research and contextual inquiry, to the realities of navigating policy, silos, and organizational culture. Together, they explore why traditional approaches often fall short, how design teams build trust inside complex systems, and what it takes to…
The skinny
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