Embedding frontline design in local employability services

Session type:

Case Study

Presented by:

Kim Anderson

Service Design Academy

Katie Murrie

Service Design Academy

Kirsty Beattie

Dumfries and Galloway Council

Session time:

25 Sep 12:30 — 13:15

Session duration:

45 minutes

About the session

Theme: Democratising design capability

In Dumfries and Galloway, frontline staff in the Fairer Futures employability programme were trained and supported to use lightweight service design tools within their daily work with families. This shifted the model from delivering services to families toward designing services with them.

By democratising design capability, practitioners captured richer lived experience insights that directly shaped more integrated, person-centred support to help families maximise income and move into sustained employment or education.

This session shares the designerly ways of working, practical methods, organisational shifts and cultural challenges involved in making design a sustainable everyday practice, and what becomes possible when frontline workers gain the confidence, power and permission to co-design the services they deliver.

Participant takeaways:

a practical model for embedding design with frontline staff in complex public sector environments
tools and techniques that are simple enough for everyday use, yet robust enough to generate meaningful insight
strategies for distributing design power ethically, ensuring that non designers are supported, not burdened
an understanding of how democratised design can influence policy, strategy, and cross council decision making

About the speaker(s)

Kim Anderson

Kim is Director of Curriculum, Accreditation and Partnerships at the Service Design Academy, where she leads the creation of innovative, learner-centred programmes that empower individuals and organisations to build sustainable design capability. She is also recognised as an Service Design Network Accredited Master Trainer, reflecting her expertise and contribution to global service design education.

She co‑authored a chapter in Transforming Higher Education with Human‑Centred Design, an edited Routledge volume featuring diverse perspectives on applying human‑centred design across education, contributing insights that support more inclusive and accessible learning experiences.

With a passion for inclusive design, her work is driven by a belief in the power of co-design, service thinking and accessible design practices to create fairer futures and better services for all.

Pronouns: She/Her

Katie Murrie

Katie is a Service Design Network Accredited Master Trainer, published author and co‑founder of EduJam and Service Design in Education.

With over 15 years in education and a background spanning law, leadership and business, she has shaped the Service Design Academy’s strategic direction and global reputation.

Named Rising Star of the Year by Business Women Scotland in 2020, she continues to champion meaningful, human‑centred change. Alongside her role at the Service Design Academy, Katie previously directed a franchise company, deepening her understanding of business operations, customer experience and team development. She co‑created the Professional Development Award in Service Design and has facilitated major programmes with local and national government.

A member of the Service Design Network (SDN) Accreditation Committee, she was the first person in Scotland to achieve SDN Master Trainer status. Katie is passionate about welcoming people into the world of design and empowering meaningful change.

Pronouns: She/her

Kirsty Beattie

Kirsty is the Fairer Futures Partnership Economic Development Officer for Dumfries and Galloway Council, leading the Scottish Government’s Fairer Futures Funding, a key programme focused on tackling child poverty.

She has worked in the local authority for nearly 5 years, beginning as an employability keyworker before moving into a child poverty project officer role. Kirsty’s career spans housing, crisis mental health, support at home services, and extensive work with looked‑after and accommodated young people.

Prior to her current post, she established a team of keyworkers supporting disabled young people transitioning from school, addressing the local disability employment gap through a programme co‑designed with young people.

She also supported service design work in one of Dumfries and Galloway’s most deprived rural communities, where co‑creation led to the development of a community hub. These achievements remain among her proudest, reflecting her commitment to meaningful, community‑driven change and progress for local families.

Pronouns: She/Her