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Course Outline
Framing the Service Challenge & Data-Driven Discovery
The Service Owner’s Mindset & UCD Foundations
- Service design versus product design: scope, touchpoints, and operational realities for government
- User-Centered Design (UCD) principles in service ecosystems: co-creation, empathy, and iterative validation
- The role of the Service Owner: orchestrating cross-functional alignment and experience ownership for government services
- Workshop: Service ecosystem mapping exercise (identifying actors, channels, and handoffs)
Defining the Real Design Problem
- Moving beyond symptoms: root cause analysis for service pain points in public sector operations
- Problem framing techniques: 5 Whys, Problem Statement Canvas, and Jobs-to-be-Done (JTBD)
- Aligning stakeholder expectations with user realities for government services
- Workshop: Drafting and stress-testing a core service problem statement using real organizational data
Identifying Opportunity Areas
- Mapping the customer journey & employee experience (dual journey mapping) for government services
- Identifying friction, moments of truth, and experience gaps in public sector operations
- Opportunity sizing: Impact vs. Feasibility matrix for service improvements in government
- Workshop: Highlighting high-leverage opportunity zones on a live service blueprint for government services
How to Choose Data That Captures Important Aspects of UX
- Qualitative vs. quantitative data in service design for government
- Selection frameworks: interview triggers, observation contexts, behavioral telemetry, and touchpoint analytics for government services
- Avoiding data bias: sampling, representation, and context validity for government
- Workshop: Building a data collection matrix tailored to a specific service phase (e.g., onboarding, support, renewal) in government
Metrics, Alignment & Service Optimization
How to Choose UX Metrics That Align with KPIs
- Bridging experience and business: mapping UX metrics to operational KPIs for government services
- Selecting the right metrics: NPS, CSAT, CES, Task Success, Flow Efficiency, and Retention for government operations
- Defining measurement cadence, baselines, and attribution models for government services
- Workshop: Designing a metric dashboard that ties service experience directly to business outcomes in government
Service Blueprinting & Cross-Functional Alignment
- Building operational service blueprints: frontstage, backstage, and support processes for government services
- Mapping internal capabilities to customer journey requirements for government operations
- Aligning design, operations, IT, and customer success around a shared experience vision for government services
- Workshop: Populating a layered service blueprint with process nodes, SLAs, and experience touchpoints for government services
Prototyping, Testing & Iterating Services
- Service prototyping: role-playing, walkthroughs, and pilot service trials for government services
- Running experiential tests and collecting behavioral vs. attitudinal feedback in government operations
- Iteration strategies: small-batch pilots, rollback plans, and scaling successes for government services
- Workshop: Conducting a live service prototype test and capturing actionable iteration notes for government services
Capstone & Implementation Strategy
- Synthesizing mapping, data, and metrics into a Service Optimization Roadmap for government services
- Governance models: how Service Owners track, maintain, and evolve experience assets for government operations
- Overcoming implementation barriers: budget, change management, and tech debt in government
- Capstone: Present a complete service improvement plan (problem → opportunity → data → metrics → roadmap) for government services
Requirements
Prerequisites
- Basic understanding of user experience (UX) principles, customer experience, or service delivery processes
- No formal design degree is necessary; familiarity with operational or product workflows is beneficial
- Proficiency in cross-functional collaboration and data-driven decision-making
Audience
- Service Owners and Service Design Managers for government
- CX Leaders, Product Owners, and Experience Strategists
- Operations and Customer Success Professionals engaged in service delivery
- UX Researchers and Designers transitioning into service ecosystems
14 Hours
Testimonials (3)
Experimenting with tools
Nuwan Gunaratne - AZQORE
Course - User Experience Design with Figma
Our trainer, Yashank, was incredibly knowledgeable. He modified the curriculum to match what we truly needed to learn, and we had a great learning experience with him. His understanding of the domain he was teaching was impressive; he shared insights from real experience and helped us solve actual problems we were facing in our work.
Ahmed Nazeem - Maldives Pension Administration Office
Course - Multimodal AI for Enhanced User Experience
“I really appreciated the real-time approach the trainer used to show how our team can apply Human-Centered Design (HCD) to our project. It was also great that the trainer took the time to understand our project at a high level, which helped provide clear and practical guidance on how we can better approach both UX and UI.
