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Citizen First - Powered by the Institute for Citizen-Centred Service

Citizen-Centred Service Design

Lead your public sector organization to “up the game” in delivering better services specifically designed with the citizen in mind.

This course is an intensive, self-guided look into service design philosophies and techniques and how to apply them to a public-sector context. Lessons will focus on:

  • Design Thinking
    • Learn how design teams are organized and what methods are used
  • Designing for People
    • How to make services more inclusive, empathetic and responsive
  • The Client Journey
    • Gain insight into how clients experience your services
  • Design Exploration
    • How to rethink services and foster innovation
  • Design Creation
    • Know how to bring your designs to life

Upon completion of this course, learners will acquire:

  1. Knowledge, awareness, and appreciation for the role of design thinking and methods in the betterment of public services
  2. A practical framework for organizing the early stages of service improvement projects (the stages which have the biggest impact on project success or failure)
  3. A set of field-tested methods and tools for doing service design, most of which are visual and team-based
  4. A set of generalizable analytical skills to break down complicated service- design challenges and come up with practical insights

Citizen-Centred Service Design

Lead your public sector organization to “up the game” in delivering better services specifically designed with the citizen in mind. This course will teach you the practicalities of becoming a service designer. You will learn many of the same design philosophies and techniques used by professionals elsewhere in the service economy but with a crucial difference. The lessons offered here speak to the public-sector context, an arena which poses a unique set of opportunities and challenges.