Designing and Delivering User-Centered Digital Services for the Public Sector
1. Introduction
As governments and development partners increasingly adopt digital technologies to improve service delivery, the design and delivery of user-centered digital services becomes vital. LANet Consulting Group Ltd presents a specialized five-day training program titled “Designing and Delivering User-Centered Digital Services for the Public Sector,” aimed at equipping stakeholders with the skills and frameworks needed to create inclusive, efficient, and sustainable digital services.
2. Course Objectives
By the end of this course, participants will:
- Understand key principles of digital service design and delivery.
- Apply user research and design thinking methodologies to digital services.
- Map and improve service delivery journeys using human-centered design tools.
- Understand governance, data ethics, accessibility, and agile delivery in digital government.
- Prototype and test digital services in an iterative, user-informed manner.
- Develop action plans for institutionalizing service design approaches within their organizations.
3. Target Audience
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- Public sector program managers and digital service owners
- ICT officers and innovation leads
- Service delivery teams in government agencies and parastatals
- Development practitioners in digital governance
- Designers, developers, and digital architects
- Civil society, academia, and think tanks
4. Training Methodology
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- Interactive lectures, live demonstrations, and real-life case studies
- Hands-on group activities and service blueprinting exercises
- Participatory design workshops with end-user simulation
- Agile sprint-based prototyping
- Peer review and expert coaching sessions
5. Detailed Course Content
Day 1: Foundations of Digital Service Design
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- Principles of good digital service design
- Digital transformation in the public sector
- Case examples from leading digital governments
- Introduction to design thinking and agile delivery
Day 2: Understanding User Needs and Service Mapping
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- Conducting user research and stakeholder engagement
- Journey mapping and personas development
- Service blueprinting and identifying pain points
- Tools for inclusive and accessible design
Day 3: Prototyping and Iterative Design
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- Wireframing and user interface (UI) basics
- Minimum Viable Product (MVP) development
- Testing prototypes and gathering feedback
- Participatory validation and refinement
Day 4: Governance, Standards, and Data Considerations
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- Digital service standards and maturity frameworks
- Ethical use of data and privacy-by-design
- Open data, interoperability, and government APIs
- Institutional governance for agile service teams
Day 5: Institutionalizing Service Design and Scaling
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- Developing a digital service strategy and roadmap
- Capacity building and change management
- Embedding design practices in public institutions
- Team presentations: service concepts and improvement plans
- Wrap-up, reflection, and certification
