Jo Carter

Don’t Reform have a UK policy saying something like - if you can’t speak the language of the country, you’re not welcome?!

Having to send out letters for hospital appointments even when you are standing there in front of them in reception making the appointment and adding it to your calendar in real time.

(This isn’t universal, I know)

And then getting two identical letters in the post - but that’s another story!

Rhun ap Iorwerth on BBC Radio Wales today: "It’s all about outcomes, not outputs." 🎯

It’s a simple shift, but it’s exactly what’s missing from our public services. We’re world-class at staying busy - launching portals and ticking boxes - while the experience on the street stays the same. (1/2)

Introduction to service design online course in the UK Introduction to Service Design online course for UK non-profit organisations (e.g. councils, housing associations, public services, charities) by Jo Carter.

This is exciting! March’s Intro to Service Design is sold out!
Thanks to all who booked, shared, or nudged a colleague.

The next cohort is now bookable: Nov 2026 (3, 10 & 17 Nov, 10:00–12:30 GMT).
Super early bird for the first 3 tickets.

Info & booking www.weareserviceworks.com/introduction...

The FM told @willhaycardiff.bsky.social she's frustrated with the pace of digital transformation. We are too.

The problem is systemic - we have an environment where it is easier to talk about change than to actually do it.

Read our response, and how to fix it.

That was Curado. Also, if you’re looking for a local family run small place, Cafe Cita is great. Need to book.

At @govcampcymru.bsky.social, we ran a packed session on “A vision for public services in Wales”.

Around 40 people joined us to explore what great public service delivery could look like, and what’s holding us back.

Read our summary of the session here:

transform.wales/blog/2025/go...

Just published!
New report into transforming public services in Wales. 🏴󠁧󠁢󠁷󠁬󠁳󠁿

It’s been a privilege to work with @annkempster.com @daivaughan.uk @niacampbell.bsky.social on this.

We’d love to hear what you think! 🤔

Also… please share!

Exciting times! I can’t wait to hold it in my hands!!

Short 🧵

At long last, wee have a physical copy of the book we've spent all summer writing!

The 2026 election in 🏴󠁧󠁢󠁷󠁬󠁳󠁿 will bring a bigger Senedd, a fresh mandate, and – if we choose it – a chance to break free from decades of short-term fixes and broken promises.

Text: IN CELEBRATION OF SERVICES WEEK. Free one-to-one coaching/mentoring session. We are Service Works. weareserviceworks.com. Profile image of Jo Carter. Text saying Jo Carter, Service Design Director, Service Works

I'm offering six free 1:1 online coaching sessions for public servants applying service design.

Stuck on a blocker?

Need a next step?

Bring a real challenge, & let’s work through it.

Sign up forms.gle/bwqW7bbH1WEK...

#ServiceDesign #ServicesWeek

www.weareserviceworks.com/coaching-and...

How to become an accredited service designer in the UK In this post, we examine three possible ways how to become an accredited service designer in the public or third sector in the UK in 2025. Which is for you?

Considering a career in Service Design and want to skill up?

Maybe you're already in a service design role and want to gain confidence?

Here's a comprehensive post about what's available in the UK in 2025 - esp for public service and third sector folks.

www.weareserviceworks.com/blog/become-...

UK Gov Camp 2025 personal reflections by Jo Carter Reflections on UK Gov Camp 2025. Optimism, collaboration, & insights from sessions on data quality, mission-led government, AI, and cross-department platforms.

Here are some reflections on UK Gov Camp 2025 #ukgc25 www.weareserviceworks.com/blog/uk-govc...

It's all about people and culture!

Beccy’s Path to Service Design: From Gift Shop to BBC Designer — We Are Service Works Discover how Beccy Hazell’s unconventional career journey led her to service design, shaping her role as a Senior Service Designer at the BBC. Inspiring insights and advice!

Ever wondered how people get into service design?

Our new blog series starts with Beccy Hazell, who shares her journey from running a gift shop to designing services for the BBC.

www.weareserviceworks.com/blog/squiggl...

#ServiceDesign #PublicServices

Good idea! Only the first episode is out so far 😀

Yay! I’m going to UKGovCamp in January!!

Who else was lucky in the ticket lottery?

@ukgovcamp.bsky.social
#ukgc25

Just listened to the first episode of this podcast and it's excellent. Some really interesting take-aways.

If you want to understand how politics and government works in Wales, this is a must listen!

The world’s 280 million electric bikes and mopeds are cutting demand for oil far more than electric cars Electric vehicles get all the press – but it’s the smaller unsung two wheelers cutting oil demand the most.

The world’s 280 million electric bikes and mopeds are cutting demand for oil 4x more than electric cars due to their staggering uptake in China and elsewhere.

a man in a white shirt and tie with his mouth open Alt: a man in a white shirt and tie with his mouth open. Gif zooms into him

Hey #government & #ThirdSector folks
Stop designing services that frustrate people 😢
Start designing ones that work

Service Design in Practice is live!
> Practical skills
> Tools to fix broken services
> Real talk from people who get it

www.weareserviceworks.com/service-desi...
Spread the news!

Bore da! Newyddion cyffroes i ddod yn fuan!

Good morning! Exciting news coming soon!

I've recently done some work with Audit Wales on their intranet. They were experiencing similar issues with fragmentation of information and confusion between intranet / Sharepoint. I'll dm you with a bit more information.

The write-up will be available in the new year.