With a growing number of barriers to accessing vital services, we need to think critically about accessibility and people’s services experiences in the social and public sector. Human-centred design is an approach which centres the voices and lived experiences of people who are impacted in the design or re-design of a program or service.

During this session, Galen MacLusky and Nandita Bijur of Prosper Canada share the mindsets and principles that have helped their organization introduce and integrate human-centred design into their projects. Specifically, you will hear how they used human-centred design in their work integrating financial empowerment into municipal services and in designing impactful frontline services for people living on low incomes. Human-centred design can often feel overwhelming, but this session will help you think about small shifts you can implement in your practice and decision-making that could make a big difference.