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Workshop 3: Customer – Understanding User Needs

Date: Thursday 5th December
Venue: Cardiff (Venue TBC)

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


Workshop 2: Creating the Right Culture

Wednesday 23 October 2019


Workshop 3: Customer – Understanding User Needs

Thursday 5 December 2019


Workshop 4: What about Technology?

Friday 17 January 2020