Introduction to service design in Government: remote training course (£600 exc VAT)
Where: Online, on Zoom
This is an introductory course into service design in Government. It's a 10 hour course - 4 x 2.5 hour sessions over 4 days. We will run it fully remote (online) via Zoom.
This course is relevant for designers, researchers, product people, policy people, delivery people, BAs, data, developers and technologists - anyone working in digital products and services in Government and wider public sector.
Thu 16 May - Tue 21 May, 2024
Part 1: Thursday 16 May 12pm -3pm GMT
Part 2: Friday 17 May 12pm - 3pm GMT + 30 mins homework
Part 3: Monday 20 May 12pm - 3pm GMT + 30 mins homework
Part 4: Tuesday 21 May 12pm - 3pm GMT
*including 30 min lunch break at 1pm
Thu 26 September - Tue 1 October, 2024
Part 1: Thursday 26 Sept 10am - 12:30pm GMT
Part 2: Friday 27 Sept 10am - 12:30pm GMT + 30 mins homework
Part 3: Monday 30 Sept 10am - 12:30pm GMT + 30 mins homework
Part 4: Tuesday 1 Oct 10am - 12:30pm GMT
We’ll have future dates soon, so if you are interested sign-up to our newsletter and we’ll keep you posted.
Book tickets here
You can get individual tickets for £600 + VAT each (£720 inc VAT).
We can also take payment by purchase order & invoice for an extra fee, get in touch with us at email@example.com to pay this way.
We offer a 10% discount if you purchase 3 or more tickets for a group of colleagues from the same workplace.
3 tickets: £1,620 + £324 VAT = £1,944 inc VAT
4 tickets: £2,160 + £432 VAT = £2,592 inc VAT
5 tickets: £2,700 + ££540 VAT = £3,240 inc VAT
We have a few subsidised or free tickets available. If you’re Black, disabled, trans or not university educated, or if you’re working in the climate space - get in touch firstname.lastname@example.org
We have a template justification letter to attend, which you're welcome to use.
What you’ll learn
- What a service is and what service design is
- The benefits of service design
- What a service designer does
- How is a service designers’ approach different from other team members
- How to find, use and apply different service design tools
- How to frame a problem
- How to use a journey map to analyse a service
- How service design can impact designing services to be equitable and just for users
- How service design applies to your work
The training contains some theory and lots of interactive exercises and activities (individual, in pairs and in groups). You'll meet lots of people from many different roles and organisations in government. Attendees will not need to prepare anything, and no prior knowledge is required. There will be some homework but it shouldn't take more than 30 mins to complete.
Who it’s for
This course is for anyone who wants to learn more about service design in the public sector in the UK. You might not have a service designer in your team but you want to learn how to better do service design in your team.
You might be a designer new to government, or a product, delivery, tech, user research or data person - this course will help any team member to get an understanding of service design and learn practical tools to apply to their work.
This course is aimed at people working in central government department, local government, NHS, Parliament, arms-length body or regulator. Or people who want to move into the public sector.
This course will not make you a service designer but it will give you practical tools to apply service design thinking to your work.
You must be able to attend all 4 parts of the course, including homework.
Breastfeeding or chestfeeding in the course is welcome, and Clara is likely to be breastfeeding during the course.
About the trainers
Ignacia is an independent design consultant, specialising in service design, research and design strategy.
She built and led design teams and is a skilled design trainer, mentor and facilitator. She’s helped teams and organisations design and deliver joined-up, equitable, inclusive, and accessible services.
Ignacia has spent the last 5 years at the Government Digital Service as a Lead Service Designer, where she worked on numerous high profile services - like GOV.UK's Brexit and Covid content and the GOV.UK Design System. Including the design of governance models, support systems and all the things that happen in the background to enable good services for users.
You can find Ignacia on twitter
Clara is an independent designer, researcher and trainer. She has been working in the industry for over 17 years and has done a lot of work in building capability through training and community-based education.
Clara worked at the Government Digital Service as a Lead Designer for 8 years. During this time she developed and ran 7 training courses at GDS for the cross-government community, training 1000s of civil servants.
She is determined to bring equity and justice into public sector digital transformation. She’s Australian, an immigrant, a part-time worker and a parent.
You can find Clara on twitter
"This is a great introductory course to understanding Service Design in government delivered by Clara and Ignacia, who are both well versed in this space with many years of experience between them. I really enjoyed participating and learning with and from others across government."
Hardeep Singh, aspiring Service Designer
"I got a real insight into the scope of the role of a service designer and how to approach projects with a service design mindset. Clara and Ignacia were warm, engaging and knowledgeable facilitators. I cannot recommend the course highly enough!"
Hannah Dryden, Content designer
More about the course
1. Introduction to designing services:
- Understanding what a service is
- Introducing the principles and fundamentals of designing good services in the public sector
- Understanding how to use the service design lens and how it applies to work carried out in the public sector
- Working across organisational boundaries and using service communities as a framework
2. User-Centred Design:
- Exploring why users are central to the work we do in Government and wider public sector
- Identifying different types of users for a service. Develop a shared language and way to prioritise work as a team
- Exploring how service design interacts with other roles in a multidisciplinary team
3. Service design tools and methods:
- How to frame a problem to ensure teams are set to solve the right problems
- Applying service design tools to map and analyse the user's journey front to back, end to end, and across channels
- Identifying pain points, waste points, and areas for improvement at different levels
- How to find, use and apply different service design tools
4. Applying service design and user-centred design:
- Case studies and real-world examples of using service design and UCD in the public sector
- Intentionally designing services that are equitable for users, with a focus on reflecting on our work and identifying those who are most likely to be excluded, underrepresented and unable to realise the benefit of the service
- Plan a service design approach to your current project
We have a retro board throughout the sessions so that participants can add questions (which we review every day). We aim to answer them during the activities or if there are time constraints we provide answers within the retro board.
We need a minimum of 6 people to run this course. If we don’t reach this number we will refund your ticket, and we will let you know about a future date for the course.
Cancellation and refund policy
Course fees are non-refundable if cancelled less than 7 days before the course starts.
Please get in touch as soon as possible if you need to cancel your place on a course.
A 10% fee will apply if cancelled more than 7 days before course commencement to cover processing fees.
Get in touch
If you have a question or there is anything we can do to enable you to be able to fully participate in this course, contact email@example.com