Ignacia Orellana


I'm Ignacia. I'm an independent design consultant, specialising in service design, research and design strategy.

I've built and led design teams and I'm a skilled design trainer, mentor and facilitator. I help teams and organisations design and deliver joined-up, equitable, inclusive, and accessible services. As well as creating diverse and inclusive teams.

Before becoming independent, I worked 5 years in-house at the Government Digital Service as a Lead Service Designer. I worked on numerous high profile services with digital multidisciplinary agile teams - like GOV.UK's Brexit and Covid content and the GOV.UK Design System.

I've designed governance models, support systems and all the things that happen in the background to enable good services for users, taking a participatory approach to its design and research.

I am part of the Associates Network for Public Digital, a digital transformation consultancy. Where I sometimes consult for public sector organisations in different countries such as UK, Canada, and Mexico.

I also advise the Centre for Digital Public Services in Wales on service design and organisational strategy, as part of their Advisory panel.

I have a masters degree in Service Design and Innovation from the London College of Communication and a background in graphic design and art direction. Previous experience include working in the private sector with service design consultancy Livework (UK), and advertising agencies such as McCann Erickson (Chile).

I share knowledge by speaking at conferences and blogging about design.

I'm Chilean and am fluent in Spanish. If you'd like to talk about us working together you can DM me on Twitter LinkedIn or Mastodon.

Bonus: Here are blog posts, books, courses and other resources I've collected for anyone looking to get into service design.


Starting and sustaining a business on GOV.UK. How we are improving whole user journeys on GOV.UK
Services Week 2021
London 2021

Building Community Behind GOV.UK Design System
UX London conference, with Amy Hupe
London 2020

Designing the service behind the GOV.UK Design System
Service Thursday Cross government session
London 2020

How to collaborate with other organisations on end-to-end services
International Design in Government conference, Will Harmer and Kuba Bartwicki
Rotterdam 2019

Digital Transformation: GDS, the importance of user centred design and service design (in Spanish, from min 30)
Service Design Delivery in Chile
Working with the OECD representing the UK and GDS
Santiago 2019

Other talks I've done that have not been recorded

Workshop on ‘Strategies for creating and evolving design systems’
Zeroheight’s Converge conference
Manchester 2023

Workshop on ‘Strategies for creating and evolving design systems’
UX London conference
London 2023

Working across organisational boundaries: learnings and challenges (in Spanish)
Government of Aragon: Challenges of Digital Transformation Conference 
Remote/Spain 2020

Workshop: Reducing cost using service design 
Cross Government service design meet-up #9, with Martin Jordan
London 2019

What we've learned from setting up cross government service communities
Gov Design meet-up, with Will Harmer, Leon Hubert, and Kuba Bartwicki
Leeds 2019

Designing the service behind the GOV.‌UK Design System
Upfront conference
Manchester 2019

Design Systems
International Design in Government conference
In collaboration with Italian government, with Tim Paul and Amy Hupe
London 2018

Workshop: Deep dive into Service Design in government
Women of Silicon Roundabout Conference, with Lauren Abraham, Carolina Pizatto, Natalie Baron
London 2018

Sharing research on components and patterns for Design Systems
Cross Government user research meet-up, with Amy Hupe
Manchester 2018

Workshop: How service patterns could be used in government
Service Design in Government conference, with Kay Dale
Edinburgh 2018