Kerrie Hughes

Kerrie Hughes — Head of CX at BJSS. Talks and sessions delivered at UXDX.

Kerrie Hughes

Head of CX

As a CX and service design professional, Kerrie Hughes helps businesses to understand and think like their customers when designing experiences.

She is passionate about the importance of customer-led design that considers the entire customer journey, ensuring a solution that combines CX & UX best practice.
She is able to balance the need to think strategically, whilst at the same time drilling down into the detail to creatively solve problems.

Past talks

1 talk · 1 event

2025

UXDX Community: Embark on an excellent adventure: From Literalism to emotion in design and discovering your IkigaiApr 2025

Talk

Once more with feeling - The role of emotion in design

Emotions consume 80% of our lives, while the other 20% is intellect (Lough, 2006). Yet when it comes to service design, it still feels uncomfortable talking about emotions in particular in government. With this statistic in mind, can we really afford to ignore emotions when designing services? This talk covers the what, the why, and the how of designing for emotions, sharing tools and techniques to help move conversations from dark art to serious strategy. In this talk, Kerrie combines theoretical models, real-life case studies, and practical techniques to help participants curate their own toolkit to embed emotions in their agile practice.

Kerrie Hughes