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Service Design Champions

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

Description

This course has been designed for anyone who is involved in the transformation of public services, both digital and non-digital.

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 has been charged with procuring service design or recruiting service design professionals.

The course is run by the Office of the Chief Designer, in collaboration with the Scottish Digital Academy, in the Scottish Government’s Digital Directorate.

 

Course aims and objectives

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

This programme 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 our service users
  • how to involve service users and citizens 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 programme includes a service design challenge - a rapid simulation of an end-to-end service design project.

The Service Design Champions course is for anyone who wants to learn more about how design methods can help them deliver user-centred public services.

Who Should Attend?

This course is open to anyone at any grade involved in the development of a public services as part of a multi-disciplinary team, or those who are in an enabling role.

For example:

  • you are about to start working with a service designer for the first time
  • you have just started hearing the words ‘service design’ in your workplace
  • you are not a service designer but think you might be doing some service design work
  • you think you would like to become a service designer but you’d like to know more first

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