Brian Hendrick
Principal and Founder
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 for the public sector.
Work
Jan 2023 - Present
Principal and Founder
Civiq Design Inc.
Jan 2023 - Present
Leading, designing and delivering digital transformation initiatives within the public sector. Clients include:
- Digital Identity and Trust Program at the BC Government
- Digital Innovation Office at the Government of Alberta
- Office of Data and Innovation at the State of California
Nov 2021 - Dec 2022
Lead, Experience and Service Design
OMERS
Nov 2021 - Dec 2022
Responsible for managing a team of service designers, scaling the service design practice, and leading the delivery of transformational projects from insights to implementation.
June 2019 - Nov 2021
Lead Service Designer
Canadian Digital Service
June 2019 - Nov 2021
Led design within various product teams, created journey maps and service blueprints, facilitated co-creation workshops, and rapidly prototyped product touchpoints within service ecosystems.
Apr 2018 - June 2019
Product Manager
News UK
Apr 2018 - June 2019
Designed and implemented GDPR processes which improved customer experience, increased operational efficiency, and ensured regulatory compliance.
Sept 2015 - Apr 2018
Design and Product Roles
UK Civil Service
Sept 2015 - Apr 2018
Worked in digital government, embedded within multidisciplinary teams to deliver end-to-end services:
- Service Designer at the Ministry of Justice - Designed public facing and internal services within the scope of prisoner money.
- Product Manager at HM Revenue and Customs - Led a multidisciplinary team delivering an OECD-mandated data sharing platform.
- Service Designer at Department for Work and Pensions - Redesigned legacy services to be more user-centered and cost-efficient.
- User Researcher at the Government Digital Service - Conducted research for digital identity assurance services.
Education
2014 - 2015
MSc Philosophy and Public Policy
London School of Economics
2014 - 2015
2010 - 2014
BA (Hons) Philosophy and Political Science
University of Guelph
2010 - 2014
Training
2019
Human-Centred Service Design
2019
IDEO U, Remote (Online)
2017
User Experience Design
2017
General Assembly, London (UK)
2017
BCS Agile Practitioner Certificate
2017
Emergn, London (UK)
Speaking
July 2023
User Research into the Digital Trust and Credential Landscape
July 2023
BC Gov Design Community, Remote (Online)
A case study presentation on the valuable insights gained from in-depth interviews with Subject Matter Experts spanning across various sectors and jurisdictions, informing the BC Digital Trust's strategic approach towards championing digital trust and fostering the adoption of digital credentials.
April 2021
Designing and Building Canada's COVID-19 Exposure Notification Service
April 2021
CapCHI, Remote (Online)
Shared the guiding principles that went into designing and building the Government of Canada's COVID-19 exposure notification service, discussing how three multidisciplinary teams built a multi-region service in 45 days that helps alert users if they may have been exposed to COVID-19.
November 2020
Designing COVID Alert
November 2020
FWD 50, Remote (Online)
Led a discussion with designers, content designers and translators who built Canada's Exposure Notification Service COVID Alert, sharing details on how the team iterated on the service and how user research with over 6000 participants helped shape how the service looks, feels and sounds.
March 2020
Public Service Mapping: Collaborating on End-to-End Multi-Channel Journeys
March 2020
Service Design in Government, Edinburgh (UK)
Facilitated an immersive and interactive 90-minute workshop that brought groups together to collaborate on iterating a service map. Participants were given a design challenge within the public sector and utilized the STEEPV framework to develop a holistic view of potential constraints within the service.
October 2019
System Mapping Masterclass
October 2019
Service Design Global Conference, Toronto (Canada)
Conducted a system mapping masterclass as part of the pre-conference workshops at the Service Design Global Conference, which brought together over 650 guests from 44 countries.
Skills
- Agile Delivery
- Change Management
- Digital Strategy
- Journey Management
- Partner Engagement
- Policy Design
- Service Design
- Systems Thinking
- User Research