Available Dates


Service design prioritises users in the design process by putting their needs at the forefront. In the public sector, this means designing services that are more efficient, effective, and user-friendly.

Attend Service Design for the Public Sector to learn how service design can help you identify user needs and co-design services with stakeholders and frontline staff. Deliver better services by understanding the user journey and the underlying processes that facilitate it.

Make your services better and your users happier by embracing the power of exceptional service design.

trainer photo
Sarita Adams
Performance, System Projects & Improvement Consultant

Sarita has over 25 year’s experience working across multiple public and private sectors and brings her hands-on experience and real case studies that reflect her broad and rich career from the frontline to the Executive Board.

A veteran strategist, commissioner and programme manager working across the NHS landscape, public health, the police, and crime commissioner worlds and local government, Sarita understands how to “do business” across sectors and has developed a strong reputation for delivering successful complex projects through effective collaboration.

Sarita speaks on social impact and collaborative models at national events, including the CIPFA ...

Read more

Learning Outcomes

  • Get familiar with the key principles of service design
  • Understand the importance and insights of mapping the user journey
  • Co-design your services with stakeholders across your organisation
  • Identify areas of improvement where you can apply service design thinking
  • Start implementing a service design philosophy in your work
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]


Collapse all
09:00 - 09:30


09:30 - 10:00

Trainer Welcome and Clarification of Learning Objectives

10:00 - 10:45

Introduction to Service Design

  • What is service design?
  • Why service design is important to the public sector
  • Key principles and frameworks for service design
10:45 - 11:00


11:00 - 12:00

Understanding User Needs

  • Identify user personas
  • Moving to a user-focused perspective
  • Discover the tools and techniques that can be used to map user journeys
  • Understand the value of service blueprints
12:00 - 13:00

Co-Designing Services

  • Understand the importance of engaging stakeholders
  • Collaborate with users, frontline staff, and others across your organisation to ideate and prototype ideas
  • Design with people, not just for people
13:00 - 14:00


14:00 - 16:00

Workshop: Implementing Service Design

  • Identify opportunities for service design thinking
  • Develop a plan for implementing service design in your work
  • Turn your design ideas in practical solutions
  • Understand and overcome common challenges in service design
  • Monitor and evaluate service delivery to ensure success
  • Build a service design culture within your organisation to ensure the user experience is always considered
16:00 - 16:15

Feedback, Evaluation and Close