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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:

Aimee Smith, strategic lead for the 'Digital Government' team at cxpartners 

Alex Wooten, service designer at cxpartners 

Matt Drew, Head of Food and Beverage at National Trust 

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

Matt Drew, Head of Food and Beverage at National TrustSpeaker Profile: Matt Drew, National Trust


Matt has worked for the National Trust as Head of Food & Beverage since 2013 and during this time, he’s led a number of change initiatives, including the centralisation of menu development, supply chain transformation and café design improvements. Each of these initiatives have been delivered in the interests of the end user, whether that’s staff and volunteers or the 28 million visitors to National Trust places in England, Wales and Northern Ireland.


Matt has a background in foodservice operations and procurement, having previously worked for British Airways and European contract caterer, Elior amongst others.

This workshop is fully booked

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