Service Designer Level 6

Duration: 18 months

Service Designers improve or redesign services currently offered or develop and design new service propositions to meet the needs of the user, the business and other stakeholders. They take a user-centred, collaborative and exploratory approach to design the new service, iterating toward completion.

Service design differs from user experience (UX) as it focuses on how the user experience is internally created. It is a discipline in which the UK is a world leader.

We are delighted to have worked with the trailblazer, to become the first provider of the service designer apprenticeship and to be able to respond to the growing demand for service design skills in government, health, finance, business and professional services, retail, technology, charity and other sectors.

Typical job titles include Experience designer, Human-centred designer and Service designer.

As a level 6 apprenticeship (equivalent to an honours degree), service designer is a suitable alternative to university for school leavers, or equally a mechanism for new graduates in other disciplines to become service designers. The apprenticeship is also an opportunity to deliver to your service designers who may not have previously received long term structured training.

The curriculum for the course has been developed together with a well-known service design consultancy. It is completely job focused. Our goal is to develop the apprentice into an outstanding service designer. The structure of the programme is geared towards this objective.

Programme Overview

The apprenticeships teaches the Knowledge, Skills and Behaviours defined by a trailblazer group of employers including the Cabinet Office, Public Health England, NHS, HMRC, Department for Education, Cambridge and Peterborough Councils, Hackney Council, Citizens Advice, Cancer Research, Girl Guides, Red Cross, Care Quality Commission and specialists Practical Service Design and Snook. It is chaired by Adur and Worthing Councils.

The programme comprises:

  • Live small group seminars led and facilitated by a service design expert
  • Work based projects directly applying learning to the workplace
  • Monthly 1-2-1 coaching, working with the apprentice to investigate and resolve their work projects
  • Support for line managers/mentors so they understand the requirements of an apprenticeship
  • Support for apprentices including mental health, well-being and neurodiversity.

Assessment is through:

  • Work-based project report with presentation and questioning
  • Professional discussion underpinned by a portfolio of evidence

Modules

  • Why service design matters
  • Key principles of service design
  • How to adopt a service design mindset
  • Simulation to understand and practice the service design process
  • Theory of service design
  • Ideation and prioritisation tools / techniques
  • Digital service design tools e.g. AI
  • New and emerging trends
  • Continuous improvement
  • Research methodologies
  • Research ethics
  • Pain point identification and analysis
  • Customer journey mapping and service safaris
  • Evaluation methodologies
  • Digital and physical prototyping
  • Rapid prototyping
  • Measuring impact
  • Working with multi-disciplinary teams
  • Collaboration tools
  • Co-creation
  • Training needs identification
  • Project management
  • Change management
  • Agile principles
  • Service blueprinting
  • Equity, justice, diversity, and inclusion
  • Regulatory and legal considerations
  • Sustainability approaches

Work Based Project Modules

  • Mapping User Experience and Co-creating Service Design Solutions
  • Prototype and Blueprinting a Service Design Solution
  • Using User Data and Analysis for Insights for Better Experiences
  • End to End Service Design Challenge

Delivery Model

The programme is delivered through expert-led live seminars, delivered remotely utilising Zoom/Teams, alongside project based modules which support the application of the learning, plus coaching from apprenticeship specialists as well as additional online and offline resources. We deliver nationally.

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