Brian Hendrick

Lead Service Designer

About

Digital strategy, product management and service design specialist with extensive experience working in agile at scale, delivering end-to-end services, and championing human-centered design.

Work

Jun 2019 - Present

Lead Service Designer

Canadian Digital Service


Design lead within various product teams, creating journey maps and service blueprints, facilitating co-creation workshops, and rapidly prototyping product touchpoints within service ecosystems. Responsible for fostering the service design community of practice at CDS.

Apr 2018 - Jun 2019

Product Manager

News UK


Enabled data platform team to deliver value and continuously improve ways of working. Designed and implemented a process for subject access requests which improves customer experience, increases operational efficiency, and ensures regulatory compliance.

Apr 2017 - Apr 2018

Service Designer

Ministry of Justice


Designed public facing and internal services within the scope of prisoner money. Built prototypes, developed experience maps, and conducted user research to ensure that end-to-end service delivery is constantly iterating to be more user-centered whilst saving costs.

Oct 2016 - Mar 2017

Product Manager

Her Majesty's Revenue and Customs


Led and managed a multidisciplinary team to deliver an OECD mandated project that provides a digital platform which collects annual data from multinational enterprises to share between tax authorities.

Apr 2016 - Sept 2016

Service Designer

Department for Work and Pensions


Redesigned legacy services within DWP's digital portfolio to be more user-centered, cost-efficient, and aligned with departmental strategy. Developed business cases for transformational services which were prioritised and implemented by delivery teams.

Oct 2015 - Mar 2016

User Researcher

Government Digital Service


Conducted user research for the accessible and inclusive design of a digital identity assurance service. The findings were used in future iterations of the GOV.UK service manual.

Education

Sept 2014 - Sept 2015

MSc Philosophy and Public Policy

London School of Economics


Sept 2010 - June 2014

BA (Hons) Philosophy and Political Science

University of Guelph

Qualifications

Nov 2017

User Experience Design

General Assembly


Jan 2017

Practitioner in Agile

British Computer Society

Speaking

Nov 2020

Talk: Designing Covid Alert

FWD 50


Mar 2020

Workshop: Public service mapping

Service Design in Government


Skillset

  • Agile Delivery
  • Design Thinking
  • Digital Strategy
  • Journey Mapping
  • Rapid Prototyping
  • Service Blueprinting
  • Stakeholder Engagement
  • User Research
  • UX and UI Design

Toolset

  • Adobe Creative Cloud
  • Confluence
  • Figma
  • G-Suite / Office 365
  • JIRA
  • InVision
  • Mural
  • Sketch
  • Trello

References

Available upon request

Download

Brian-Hendrick-CV.pdf

PDF 37kb