Kim Anderson
She/Her
Director of Curriculum, Accreditation & Partnerships
Service Design Academy
Kim Anderson is Director of Curriculum, Accreditation and Partnerships at Service Design Academy (SDA), bringing over 20 years of experience across education, service design, and learning and development. With a background in Computer Arts and a Master’s in Design for Business, Kim leads the development of SDA’s curriculum and accreditation pathways, with a strong focus on accessible, inclusive, and ethical service design practice.
Kim is a Service Design Network Accredited Master Trainer and a published author, contributing to Touchpoint Journal and Transforming Higher Education Using Human Centred Design. She has co created and led many of SDA’s flagship learning experiences, including Inclusive and Accessible Design, People Experience, Service Design for Data Professionals, and Decarb Your Fleet.
Her work focuses on removing barriers to learning and practice - designing approaches that support people with different needs, contexts, and constraints. Kim is passionate about enabling service design that is accessible in practice, not just in principle.
Talk
Beyond Boundaries: How Frontline Design Shapes Fairer Futures
What becomes possible when frontline practitioners gain the power and permission to design with the people they support?
This case study demonstrates how service design can enable organisations to move beyond traditional boundaries by redistributing capability to those closest to communities. It shows how everyday design practice can shape the atmosphere of public services, creating experiences rooted in dignity, trust, and agency -while influencing decision‑making at a systemic level. Our audience will leave with practical insights into how design can enable more responsive, resilient services and help shape fairer futures within complex public systems.
Key Takeaways
A practical model for embedding service design with frontline staff working at the intersections of complex public systems.
Lightweight, repeatable design tools that fit everyday practice while generating insight robust enough to influence decisions.
Approaches to redistributing design power ethically, ensuring frontline staff are enabled and protected, not overloaded.
Clear examples of how democratised design influences policy, strategy, and cross system decision making within real funding and governance constraints.
This is a co-presented talk with Katie Petrie