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Workshop 3: Customer – Understanding User Needs

Time: 9:00 – 14:00
Date: Thursday 28th November
Venue: The National Trust, Aberdulais Falls, Neath SA10 8EU

Confirmed Speakers:

Speakers TBC.

As housing associations we are ultimately judged by the services we provide to our tenants. If a service is poorly designed, inflexible, and slow, the conclusion is that we are too.

How do we understand what our tenants need both now and in the future and how they access and use services?

Why is ‘starting with the user need’ one of the main principles of service design?

Join our third business transformation workshop to explore why putting tenants first & understanding their needs should inform everything we do.


  1. Build an understanding of the ‘user first principle’.
  2. Understand how to identify your users
  3. Provide examples of where understanding user need has led to better services
  4. Understand how to develop a deep understanding of your user and what that means for the design of your services

Workshop 1: What’s Your Vision?

Friday 13 September 2019

Hugh James, Two Central Square, Cardiff, CF10 1FS

Workshop 2: Creating the Right Culture

Wednesday 23 October 2019

Glyndwr University, Mold Road, Wrexham, LL11 2AW

Workshop 3: Customer – Understanding User Needs

Thursday 28 November 2019

The National Trust, Aberdulais Falls, Neath SA10 8EU

Workshop 4: What about Technology?

Friday 17 January 2020

Tramshed Tech, Pendyris St, Cardiff CF11 6BH