Service Design Bristol #9

Come along to the second Service Design Bristol meetup of 2025! We'll have food and drink, a couple of great talks plus plenty of time to get to know other members.

Anyone interested in service design and human centred design is welcome whether you're an experienced or aspiring service designer, or just curious about what it's all about.

Format

18:30 - arrive and grab a drink & some food, have a chat
19:00 - talks start (with a break in between talks)
20:30 - talks finish (head to the pub!)

Talks

🎤 AI in services: insight from the front line - Molly Northcote (Healthia)
AI is already transforming service delivery and design, boosting efficiency, and unlocking new insights. But without a manual, how do we navigate its potential responsibly? This talk shares key findings from our research into AI’s role in the third sector and beyond, exploring how organisations like Macmillan, RNIB, and Scope are leveraging AI for impact in services. You’ll leave with practical ideas, ethical considerations, and real-world examples to help you harness AI with confidence and purpose. It’s not if, but how.

🗣 About the speaker
Molly is a senior service design consultant at Healthia®, where she has worked on projects for The Medicines and Healthcare products Regulatory Agency and Sport Wales.

She is also an artist and illustrator who believes in Human Centred Design and drawing for problem solving and communication.

She is a member of Humanitarian Designers, a non-profit organisation dedicated to building a vital bridge between the design community and the humanitarian sector.

🎤 The Impact Gap: why service design can fail to get delivered and how we improve things - Charlie Fountaine (charlottefountaine.co.uk)
In this frank, honest and entertaining talk, Charlie will share some of her most frustrating service design fails, and how we can move past projects that don't get delivered, to projects that are impactful.

This talk is sure to prompt some great discussion - as a service design community, we need to look to our failures as well as successes in order to grow.

🗣 About the speaker
I’m Charlie Fountaine, a Service and Interaction Designer with a passion for making services better for everyone. Since 2014, I’ve helped organisations improve services through prototyping, testing, and implementation.

Event Sponsors

Healthia (https://www.healthia.services/)
Healthia is an award-winning human-centred design consultancy transforming services across health and care, working with NHS England’s Transformation Directorate, NHS ICBs, Macmillan and Breast Cancer Now.

Healthia takes a collaborative approach to service design, uncovering patient and staff needs and co-designing change. This provides confidence around the right changes to make, aligns stakeholders and delivers better experiences and outcomes.

Healthia also runs Problems Worth Solving, a podcast hosted by Sam Menter. It explores transformation through human-centred design, service design, and AI. Recent guests include Dr. Lia Ali who discusses the links between human centred design and the bio-psycho-social approach to healthcare and Rochelle Gold, Head of User Research and NHS England.

Healthia are kindly providing food and refreshments for this event.

Pilot Works (https://pilot.works/)
Pilot Works is a digital product consultancy. We use Lean research, strategy and prototyping techniques to help clients generate and validate product and service ideas.

Kaluza (https://www.kaluza.com/)
An OVO Group company, Kaluza is an intelligent energy platform that introduces new flexibility into the energy system by optimising individual devices. Kaluza is proud to be a B Corp certified business. Kaluza are kindly providing the venue for this event.

How to find us
Head to the OVO Energy HQ office at 1 Rivergate (near Temple Meads), then follow signs to "Service Design Bristol".
Full address: Temple Quay, 1 Rivergate, Redcliffe, Bristol, BS1 6ED