Apprenticeship training course

Service designer (level 6)

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Information about Service designer (level 6)

Improve or redesign services currently offered and develop or design new service propositions to meet the needs of the user as well as the business and other stakeholders.

• Knowledge, skills and behaviours:
  View knowledge, skills and behaviours

  Knowledge

  • The theory and history of the discipline of service design, including definitions and principles, the different perspectives, approaches, or schools of thought.
  • How and when service design practices can be used to design and improve services.
  • Other business areas and professions involved in the design of services such as research, UX, technology, policy, and delivery.
  • The use of creative processes involved in design such as user-centred design approaches and design thinking methods.
  • Approaches to mapping a service and when to use them.
  • Methodologies for user research and data collection to understand user needs, pain points, opportunities and areas that should be prioritised.
  • Ideation tools and techniques to developing potential solutions.
  • Methodologies to evaluate prototypes and ideas.
  • Continued improvement of a service, using iterative and agile approaches.
  • Methods and tools for working collaboratively with groups, teams, and individuals.
  • Project management and agile principles and methods.
  • Approaches to change management.
  • Tools and techniques for prioritisation.
  • Techniques for measuring cost, value, risk, and impact of decisions
  • Use of current and emerging technologies to inform the design of services.
  • Principles of design and research ethics for service design.
  • Equity, justice, diversity, and inclusion and how they impact on outcomes for people and organisations.
  • Relevant regulatory and legislative requirements such as data protection, GDPR, confidentiality, for the handling and processing of data and its application during a project.
  • How a service designer can contribute to a service becoming more environmentally sustainable.
  • How to support the continuous development requirements and training and learning needs of people they work with.
  • Organisation structures; business modelling; global and horizon scanning perspectives; governance and accountability; technological and policy implications.

  Skills

  • Champion and advocate the benefits of service design and user centred solutions.
  • Interpret, analyse, and challenge a design brief.
  • Systematically analyse and apply problem-solving techniques to complex service design challenges.
  • Use service design methods to design new propositions, products, and services, and improve existing ones.
  • Co-design, workshop, and facilitation of service design activities with stakeholders and users.
  • Map the current and future states of a service journey collating information from multiple sources to form a single view of the service.
  • Select, formulate and apply qualitative and quantitative user research methods and approaches.
  • Analyse and evaluate findings from qualitative and quantitative research methods to understand and prioritise user needs.
  • Evaluate arguments, assumptions, abstract concepts, and data to make judgements, and develop questions to achieve a solution to a problem.
  • Select and use ideation methods to generate multiple solutions to complex problems.
  • Prioritise potential solutions to select which to take forward to further development.
  • Prototype concepts and solutions from low to high degrees of fidelity.
  • Evaluate prototype solutions, selecting the most appropriate methodology.
  • Select, formulate and apply a range of user testing methods to ensure any service changes create the desired impact.
  • Apply user-centred design processes to iteratively develop concepts and solutions.
  • Evaluate solutions in place to continually improve the service for users and stakeholders.
  • Critically analyse, interpret and evaluate complex information and concepts.
  • Communicate complex information, concepts and ideas adapting for different audiences.
  • Influence, negotiate and challenge stakeholders in the delivery and decision-making process.
  • Considers multiple viewpoints including those of the internal stakeholders, service users and service providers.
  • Work with multidisciplinary teams.
  • Work ethically and sustainably, to ensure research and design activities are carried out to the highest practice in ethical standards.
  • Manage project to timescales and budget requirements.
  • Identify and apply emerging industry developments to continuously improve service design practice.
  • Provide support, specialist advice, and guidance.
  • Identify the training requirements for their teams and stakeholders.

  Behaviours

  • Role models ethical behaviour and practices.
  • Considers the “big” picture and the detail together.
  • Works flexibly and adapts to circumstances.
  • Seeks learning opportunities and continuous professional development.
  • Takes responsibility, shows initiative, and is organised.
  • Championing the user and putting them at the centre of the design process
• Apprenticeship category (sector): Business and administration
• Qualification level: 6; Equal to degree
• Course duration: 24 months
• Maximum funding: £15,000 ; Maximum government funding for ; apprenticeship training and assessment costs.
• Job titles include:
  • Experience designer
  • Human-centred designer
  • Service designer

View more information about Service designer (level 6) from the Institute for Apprenticeships and Technical Education.