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Service Design Champions

This course provides a practical introduction to public sector service design.


This course has been designed for anyone who is involved in the transformation of public services.

It will also benefit those interested in learning about new ways of:

  • thinking about solving problems
  • designing services
  • policy-making
  • organisation design

Whilst the course is not intended to turn you into a service designer or user researcher, it will give you an insight into what user-centred design is - and how service design approaches can be applied to your work.  

It will also be helpful for anyone who is responsible for procuring service design or recruiting service design professionals. 

Course aims and objectives

Service design thinking, methods and tools are important if we are to design public services that put people and their needs at the heart of our work. 

This course introduces the key principles of service design, and empowers you to start building a culture of user-focused thinking into your team, project or organisation.

 Key topics covered include: 

  • what is a service? 
  • what is service design? 
  • what is user research? 
  • why we need to understand the behaviours, contexts and needs of the people who use our services 
  • how to involve people in the design process 
  • how to make sure services are inclusive and accessible 
  • the principles and ambitions behind the Scottish Approach to Service Design (a common approach to designing public services) 

The course includes a service design challenge - a rapid simulation of an end-to-end service design project. 


Anyone who is employed by a public sector, public service, third sector or education sector organisation, who wants to learn more about how design methods can help them deliver user-centred public services. 


  • Online delivery with Microsoft Teams
  • regular breaks

Equipment Required

  • Desktop or Laptop preferred


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