Public services should be as easy to use as the best consumer apps — but too often, they aren’t. This session dives into how government teams can rethink digital delivery using product-led innovation principles rooted in empathy, iteration, and measurable outcomes.

Drawing from real-world experience building inclusive digital products in highly regulated sectors like finance, this talk will explore what it truly takes to design, launch, and scale services that work for everyone — especially underserved or digitally cautious users. You’ll learn how to embed continuous feedback loops, use data to drive iteration, and break silos between policy, tech, and service delivery.

This isn’t about flashy apps or trendy platforms — it’s about making technology reliable, accessible, and human-centered, and ensuring every digital interaction moves the needle on public trust and citizen satisfaction.