Data collection, Trust and AI experiences at the Bank of England

IxDA London is back for the second of our in-person events for 2025.

Hosted at the historic and grand Bank of England.

Please bring photo ID (drivers license or passport) . Unfortunately we will not be able to admit anyone without a photo ID.

Tickets are refundable if you request at the end in line with our policy.

Talks...

Design at the Bank of England - Introduction
What does a central Bank do? Why does a central Bank need a service design function? Why is this function based within Data & Analytics? Jonathan will provide an introduction into what makes designing at the Bank unique, elaborating on some of these questions and more.

Designing for trust in order to earn it
User-centred design thrives on iteration, experimentation and involving users openly at every step of the process. However, introducing these principles in a cautious environment with well-embedded traditional approaches presents a unique set of challenges and opportunities.

This talk tells the story of the journey we took, with its twists and unexpected turns, to transform the experience of statistical data reporting by regulated firms to the central Bank. And in the process demonstrating a new way to identify opportunities, solve problems and improve efficiency at the Bank.

AX and Service Design: Enhancing the design of customer journeys with AI
(presentation and workshop)
As Artificial Intelligence (AI) use cases become increasingly implemented it’s easy to fall into the trap of seeing it as a one-size-fits-all solution. However, AI is a collection of diverse capabilities, each with its own strengths, from automation to personalisation. In this session, we’ll take a closer look at AI’s many facets and explore how it can be thoughtfully applied to improve customer journeys and service experiences.
Amy will introduce an ‘AI capability design pack’, a framework to help identify and assess opportunities where AI can make a real difference.
Attending this session, you will:

• Gain a clearer understanding of different types of AI and their potential in improving services and customer experiences.
• Learn about Artificial Experience (AX) and its influence on customer interactions.
• Take away practical tools that might help identify AI opportunities in your own work

Speakers...

Amy Lynch
Amy Lynch is a senior service designer at the Bank of England, bringing over 15 years of experience in user-centred design across public and private sector including regulatory bodies in industries such as food, housing and finance.
Amy has a particular interest in emerging technologies and how these can be used to truly enhance user experiences.

Richard Thompson
Richard has over 25 years’ experience in user centred design with experience ranging from product design, service design to digital strategy.
He has extensive experience in the financial services and telecommunications sectors. In the financial domain, he has collaborated with prominent institutions such as Lloyds Banking Group, Barclays, and Experian. In the telecommunications sector, he has worked with major companies including Vodafone and Orange.
Richard joined the Bank 2 years ago and worked across a range of products and services mainly focusing on data transformation.

Jonathan Rez
Jonathan joined the Bank of England in 2022 to set up and lead the 330 year old organisation’s first user centred design function.He brings with him two and a half decades of experience helping organisations deliver clearer business focus through human-centred design practices.

Photo by Alicja Ziajowska on Unsplash