Re-designing a service for vulnerable users in a digital age – Healthy Start AOTB 2019

In this AOTB 2019 talk from Andy Kemp, Suzanne How and Chris Brown they look at how their small team at Healthy Start have redesigned the service from ground up.

Healthy Start is a Government scheme that helps eligible families on low incomes to eat healthily, by providing vouchers to buy vegetables, fruit, milk and infant formula. The team has worked on a service overhaul by digitising the service and changing policy, legislation, operations and how the service interacts with multiple stakeholders. This session covers how the team are designing for the unique needs of our (often extremely vulnerable) users, as well as those of retailers.

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Andy has been working in Agile and product driven environments over a decade, mostly as a consultant.

Currently a Partner at Equal Experts, focussed on Product Management, Engagement Management and Social Impact work. He likes to spend most of his time in South Wales and the South West of England.

Suzanne How has worked for the Department of Health and Social Care for nearly 10 years in a variety of roles. In the last couple of years she has been working in the policy team on the Healthy Start Service. As part of Government’s ‘digital by default’ agenda, the service is being digitised in a number of ways to make it more flexible and convenient for its users – many of which are vulnerable. Suzanne is the Product Owner for the ‘help to buy healthy foods’ beta project.

Chris is a UX & Product design and research consultant with over 15 years experience working with some of the UK’s biggest brands. With a creative background Chris’ passion always lies in bringing simplicity and delight to how humans interact with technology.

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