Digital Service Design & User Experience

Course Code: PSD-302

Pillar: Digital Government & Innovation

Course Overview: Effective digital services begin with the people who need to use them. Simply transferring an existing process online can preserve complexity, exclusion, and unnecessary effort if user needs and service realities are not understood.

Learners apply user experience, journey mapping, usability, accessibility, testing, feedback, and cross-functional collaboration to review and improve digital government services across connected online and offline channels.

Learning Outcomes:

• Explain the principles of digital service design in government.
• Understand user experience and why it matters for public services.
• Identify citizen needs, pain points, service barriers, and usability challenges.
• Map digital service journeys and key user touchpoints.
• Apply accessibility, clarity, and inclusion principles to digital services.
• Support digital service testing, feedback collection, and improvement.
• Improve coordination between service, policy, communication, and technical teams.
• Develop a practical digital service design and user experience improvement plan.

Target Audience: Public servants involved in digital services, user experience, service design, citizen service, operations, IT support, communication, policy, supervision, or digital transformation.

Course-specific Learning Experience: Learners engage through focused video overviews, audio deep dives, study guides, practical examples, reflection prompts, workbook activities, applied tasks, discussion activities, knowledge checks, and end-of-module quizzes. Activities use personas, journey maps, usability and accessibility reviews, service testing, feedback, and collaborative redesign.

Course Structure: 5 modules / 20 lessons.

Special Feature: Every module concludes with a Putting It All Together audio deep dive that connects the key lessons and supports reflection and practical application.

Pathway Focus: Understand users. Simplify journeys. Design inclusive digital services.