Service design for charities

We think service design should be for everybody: easy to understand and put into practice. Join us on this series of two-hour jargon-free sessions where we begin to understand the essential principles of service design. Let's demystify what it all means, how charities can start using it, and look at some of the tools that can support us to create better services today.

This three-part series will be delivered on Thursday 22 & Thursday 29 January and Thursday 5 February 2026. All three sessions must be attended to complete the series.

Learn the basics of service design

Understand what service design is and why it matters for charities

Explore how to understand and define problems

Learn how to find out what’s not working in a service and how to clearly define the problem

Get tools to design and improve services

Discover simple tools and ways to create better services that meet people’s needs

22 January - session 1: understand the problem - discover & define

Before we can improve a service, we need to understand what’s really going on. This session focuses on the foundations of good service design - starting with the problem. You’ll explore:

• Why we do it: why understanding the problem is the most important step in designing better services
• How we do it: techniques like journey mapping, user interviews, and empathy tools to uncover what’s not working
• Who we do it with: how to involve service users, staff, and stakeholders in the discovery process to get a full picture

By the end of this session, you’ll be able to clearly define the problem you’re trying to solve - setting the stage for meaningful change.

29 January - session 2: design the solution - develop & deliver

Once you’ve defined the problem, it’s time to start designing solutions that work. This session is all about creativity, collaboration, and practical tools. You’ll explore:

• How we do it: approaches like co-design, prototyping, and testing ideas in low-risk ways
• Who we do it with: how to bring the right people into the design process - especially those with lived experience
• Resources and tools: simple, accessible tools to help you generate ideas, prioritise solutions, and plan for delivery

You’ll leave this session with a toolkit to develop and deliver solutions that are grounded in real needs and practical to implement.

5 February - session 3: deliver and iterate

Design doesn’t stop at delivery. In this final session, we focus on how to keep improving your service once it’s live. You’ll learn how to:

• Test your service in the real world and gather feedback
• Use data and insights to make improvements
• Build a culture of continuous learning and iteration in your team

This session helps you move from a one-off project to an ongoing practice of service improvement, so your services stay relevant, effective, and user-focused.

This series is for anyone working in charities who has an interest in/wants to improve how services are designed and delivered, or who wants to understand more about service design. It’s especially useful for:

• People who manage or run services
• Staff who work directly with service users
• Teams planning new projects or changes

You don’t need any experience in service design – just an interest in making services better.