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Co-designing services for customer-centric organisations


Co-designing services for customer-centric organisations

With a renewed focus on building trust between residents and landlords, co-designing services can play a key role in putting customers at the heart of what we do.

Most if not all housing providers would claim to be customer-centric, but there is often a disparity between the self-perception and the reality.

How many organisations can genuinely say that they see the world from their residents' point of view? And how many sit down, listen and co-create their services with them?

A service that is designed, delivered and maintained without involving customers is built on sand but all too often we take a one-size-fits-all approach that can't possibly take into account the needs of every resident.

Co-designing services has never been more important. With a renewed focus on building trust between residents and landlords, co-designing services can play a key role in putting customers at the heart of what we do.

And in a digital world where we are encouraging more people to interact online and 'self-serve', it can be an essential element of making sure we get things right.

Combining key note sessions with interactive workshops, key themes for the day include:

  • Co-designing services – the Hellon approach
  • How to empower change and embed a customer-centric culture across your organisation
  • Building trust, driving engagement - how co-design can work for social housing providers
  • Using co-design to create excellent digital services.

This event is essential for the following:

  • Customer service executives
  • Business transformation teams
  • Customer service directors
  • Heads of customer service
  • Executive directors of service and transformation
  • Business transformation teams
  • Head of customer experience
  • Customer insight teams
  • Digital
  • Operation directors.

Confirmed speakers:

  • Timo Pätiälä, Managing Director, Hellon
  • Andy Pattichis, Lead Service Designer, Hellon
  • Rich Stockley, Social researcher & Head of Research and Engagement for Surrey CC and SHHCP/Interim Insight and Feedback Lead at NHS England

About Hellon

Hellon was established in 2009 and has been expanding rapidly by challenging traditional business development by utilising a customer-centric approach and design methods. It has offices in Helsinki and London and has worked with companies in more than 20 countries.

About Rich Stockley

Rich has extensive experience delivering patient-focused and innovative solutions using co-design/co-production as an approach, and has been working in various user research/ insights roles within NHS England. He will be joining us in Birmingham to present some of the work he has been conducting including a collaboration with Hellon called Co-Lab, a Participatory Design Game which aims to support groups of mixed stakeholders to align on ways of involving citizens in healthcare service development and co-creation during projects.

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Delegate fees:

Full price: £219.00 *
Members of any HQN network: £160.00 *

* Please note that all prices are subject to standard VAT. Please call 01904 557150 for more information.

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Click here to download the programme

Cancellations and substitutions:

A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

Cancellations must be made in writing, and will be acknowledged by HQN Limited.



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