Design Thinking For Public Service Innovation Training Course: Creating Human-centered Solutions In Government

Introduction

In an era where public trust and service delivery are under intense scrutiny, governments are turning to design thinking as a transformative approach to policy development and innovation. The Design Thinking for Public Service Innovation Training Course empowers public sector professionals to reimagine complex challenges by placing citizens at the center of every solution, using empathy, iteration, and co-creation.

This hands-on course guides participants through practical design thinking frameworks, enabling them to prototype and test impactful solutions rapidly. By mastering this approach, public officials can redesign processes, services, and policies that are not only efficient but also inclusive, intuitive, and responsive to real public needs.

Target Audience

• Government innovation and reform units
• Policy designers and public program leads
• Public service improvement taskforces
• Civic tech and digital transformation teams
• Local and central government administrators
• Public sector service designers and UX teams
• NGOs and development professionals in public policy

Course Objectives

• Understand the principles and mindset of design thinking
• Apply human-centered approaches to public sector problem-solving
• Map user journeys and uncover hidden pain points in public services
• Conduct empathy research with diverse stakeholders
• Ideate creative, citizen-focused policy and service solutions
• Prototype quickly and test with real users
• Iterate based on feedback and data-driven insights
• Embed design thinking into institutional workflows and teams
• Drive innovation culture within public institutions

Duration

5 Days

Course Outline

Module 1: Foundations of Design Thinking in Government

• Principles of human-centered design
• Why design thinking matters in public service
• Shifting from system-centric to citizen-centric innovation
• Global case studies of government design labs
• Understanding design mindsets for the public sector

Module 2: Empathy and User Research Techniques

• Designing empathy interviews and field observations
• Mapping user personas and experiences
• Uncovering root causes of service delivery gaps
• Ethical and inclusive research practices
• Synthesizing insights into design opportunities

Module 3: Defining the Public Sector Problem Statement

• Framing problems from the user’s perspective
• Tools for defining challenge areas
• Crafting powerful “how might we” questions
• Identifying key constraints and system boundaries
• Aligning problems with institutional mandates

Module 4: Ideation Strategies for Inclusive Innovation

• Brainstorming and idea generation techniques
• Encouraging creativity in policy environments
• Selecting ideas using desirability-feasibility-viability
• Using co-creation sessions with citizens and staff
• Building innovation sprints around key ideas

Module 5: Rapid Prototyping for Policy and Services

• Low-fidelity prototyping for public solutions
• Service blueprints and concept mock-ups
• Creating simple, testable versions of reforms
• Simulating policy rollouts through scenario testing
• Validating ideas through user feedback

Module 6: Testing and Iteration in Government Contexts

• Structuring public service experiments
• Feedback loops and agile iteration cycles
• Learning from failure and redesigning quickly
• Balancing innovation and compliance
• Integrating test results into decision-making

Module 7: Scaling and Embedding Innovation in Institutions

• Moving from pilot to system-wide adoption
• Developing cross-functional innovation teams
• Creating internal buy-in and long-term champions
• Designing internal innovation labs and hubs
• Linking innovation to budgeting and planning

Module 8: Leading a Design-Driven Culture in Government

• Building capacity for continuous innovation
• Leadership roles in design transformation
• Measuring impact of human-centered solutions
• Institutionalizing design principles in policy cycles
• Long-term strategy for public design thinking maturity

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org  Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 10 working days before commencement of the training.