Welcome address from Charity Digital 

 

Charity Digital’s Head of Marketing, James Corcoran, welcome all attendees to the conference.  James also shares important updates about Charity Digital’s Code of Practice 2025.

 

 

Designing AI-Powered Services That Still Feel Human - Reason Digital

 

As AI quietly reshapes how people find support online, many charities are seeing fewer visitors on their websites and more pressure on their frontline staff. In this practical and thought-provoking session, Jane Murison draws on her 20+ years in digital design, including her time at the BBC and Reason Digital, to explore how charities can reimagine service delivery for the AI age without losing the human touch. 

 

Jane shares insights from designing trauma-informed, ethically grounded services like Is This OK?, Age UK’s telephone befriending offer, and a national animal adoption service. She looks at how AI can support triage, relieve pressure on helplines, and make services more accessible—while ensuring control, trust, and care remain in human hands.

. 

Expect concrete ideas for saving time, reaching more people, and offering personalised, emotionally intelligent services. You’ll leave with practical ways to embed AI as the "butler" of your service design: ‘always present, never intrusive’ and a renewed vision for how technology can serve both your users and your mission. 

 

 

 

 

Download slides

 

 

Designing digital products in co-production with users - Turn2us

 

​More than a third of charities are poor at using digital in service delivery, according to the Charity Digital Skills Report. Charities are facing myriad challenges, struggling with limited time and limited resources to get digital service delivery right. 

 

Driving meaningful change means gaining a deeper understanding of what people need to create more impactful, inclusive, and effective solutions with the available resources. At anti-poverty charity Turn2us, that means combining data and professional expertise with co-production: sharing knowledge, power, and responsibility with those who have direct lived experience of the problem at hand.  

 

In this session, Simone Ranson, Head of Digital and Design at Turn2us, will share how to co-produce the best digital solutions in partnership with the users they are built for. ​More than a third of charities are poor at using digital in service delivery, according to the Charity Digital Skills Report. Charities are facing myriad challenges, struggling with limited time and limited resources to get digital service delivery right. 

 

Driving meaningful change means gaining a deeper understanding of what people need to create more impactful, inclusive, and effective solutions with the available resources. At anti-poverty charity Turn2us, that means combining data and professional expertise with co-production: sharing knowledge, power, and responsibility with those who have direct lived experience of the problem at hand.  

 

In this session, Simone Ranson, Head of Digital and Design at Turn2us, will share how to co-produce the best digital solutions in partnership with the users they are built for.

 

 

Download the slides

 

 

The state of service delivery in 2025 - Charity Digital

 

In 2025, charity services are both vital and under pressure. Factors like funding and receptiveness to collaboration from other sectors can drastically shape the success of charity services, making a huge impact on the users who services are intended to help.

 

But beyond the external factors that shape our environment, there is us: charities ourselves. How are we responding to the circumstances facing us, and how will we change our own approaches to make an even bigger difference going forward?

 

In this session, Ioan Marc Jones, Head of Content at Charity Digital, will introduce our Reimagining Services Campaign, exploring the role of digital technology in charity services in 2025, among other important themes from wellbeing to systems change. The presentation will share never-before-seen findings from our recent Reimagining Services Survey, revealing how our charity audience is approaching service delivery and digital in 2025.

 

 

Download the slides

 

 

Tackling racism in frontline services  - Charity So White

 

The charity sector cares about creating a more equal world, and that includes reflecting on our own ways of operating. According to research by ACEVO, 68% of Black, Asian, and Minoritised Ethnic people in charities have experienced, witnessed, or heard stories about racism in their time in the charity sector. But not everyone in the sector feels confident that they know the steps to enable racial equity, according to research by New Ways.  

 

To help, this session explores what anti-racism looks like in charity frontline services. Jon Cornejo, Campaigner and Consultant at Charity So White, will introduce how racism shows up within in-person and online services, how frontline staff are often left behind in discussions of anti-racism, and actionable steps to help organisations tackle systemic racism in their services. 

 

 

Download the slides

 

 

How to embed wellbeing in service delivery -  Freedom from Torture

 

As organisations, charities are under pressure from many angles: demand for services are climbing, funding is falling, and costs are increasing. These factors create unmanageable workloads and excessive pressure, which themselves can drive unhealthy work practices.  

 

Charity workers can face stress when unable to meet high service demand and when unsupported in dealing with the psychological aftermath of traumatic incidents at work. Some charities forego wellbeing support for frontline staff, feeling that they do not have enough time and funding to provide it. But, according to the NHS, too much work-related stress can negatively impact our emotions, thoughts, and behaviour, and make it harder to be productive and achieve a high quality of work.  

 

In this session, Alice Porter, Wellbeing Lead and Nadine Tunasi, Survivor Activism Manager at Freedom from Torture will share how charities can integrate a systemic, trauma-informed approach to wellbeing amid changing external contexts and increasing strains on charity resources. 

 

 

Download the slides

 

 

Mission, Meet Momentum: How Partnerships Can Reimagine Service Delivery at Scale - Public Interest Registry

 

In a rapidly evolving world, the strongest services are no longer built in silos. This session explores how mission-aligned partnerships can unlock innovation, expand reach, and drive better outcomes for the communities you serve.

 

Public Interest Registry (PIR) brings together nonprofit leaders and digital enablers to discuss real-life examples of how collaborative partnerships—whether between organizations, platforms, or networks—are redefining what effective service delivery looks like in today’s landscape. 

 

From improving access to underserved populations to scaling programs faster through tech-enabled alliances, we’ll unpack what it really takes to create sustainable, people-first services that meet growing community needs.

 

 

Download the slides

 

 

Co-designing the Period Symptom Checker - Beth Granter, Digital Consultant

 

Wellbeing of Women’s Period Symptom Checker was built to raise awareness of the treatments available for debilitating period symptoms, whilst empowering women to combat dismissal. This is the story of how it was co-created, with women with menstrual health conditions, GPs,gynaecologists and researchers. 

 

Attendees expect to learn: How different data sources were used to inform the product scope, how a prototype can be useful, and what is human-centred design?  

 

 

Download the slides 

 

 

Securing beneficiaries in an insecure world - Okta

Download the slides 

 

 

Closing address - Charity Digital

 

Charity Digital’s Head of Marketing, James Corcoran, will deliver the closing address of the conference.