David interviews two people who are doing amazing work at the London Borough of Bexley. Anne-Louise Clark is the Head of Organisational Development and Internal Communication for the London Borough of Bexley and Ellen Care is the Internal Communications Officer. Anne-Louise and Ellen discuss how design thinking has changed the way their local government operates.

In this episode, you'll learn:
2:20 What is the Bexley Innovation Lab? (And how it is different from anything they have done before)
3:51 Why is design thinking different to government's business-as-usual? And what are the steps in design thinking?
6:35 How was design thinking received by the London Borough of Bexley?
9:25 A problem design thinking solved which traditional processes could not (and saved the Borough of Bexley money)
11:56 How to increase the use of government services
14:41 What is User Research? (And why it can be better than surveys and focus groups)
18:32 How do you know if you're solving the right problem?
22:20 How does design thinking change the way internal communications is run?
26:58 The struggles of getting government to adopt design thinking (and how you can overcome these challenges)
29:23 How User Research overcomes survey fatigue