# Public Service Innovation Booster

The **Public Service Innovation Booster** is a hands-on, modular toolkit designed to support public servants in applying human-centred approaches to service design and delivery. Built around real-world challenges and constraints, it offers **practical tools, templates and guidance** for those working at the frontline of public service.

## What the Booster offers

The Booster is structured around a **seven-step human-centred innovation process**. 

<figure><img src="https://28773260-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQEG1AIwx3UbXsVMDtUQ7%2Fuploads%2FcxnzR0co2D0rcdk4Bkh8%2Fdesign%20steps%20overview.png?alt=media&#x26;token=bf806f4e-50e3-4638-83d3-0486a8bf02df" alt=""><figcaption></figcaption></figure>

Each step reflects a key phase in human-centred service design—from understanding the challenge to communicating the solution—with a key question and suggested tools.&#x20;

| Step                                                                                                                                                                 | Key question                                  | Key tools                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| [🎯  1 Scope](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/1-scope-what-challenge-are-we-addressing)                        | What challenge are we addressing?             | [Service Challenge](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/1-scope-what-challenge-are-we-addressing/service-challenge)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| [👫  2 Engage](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/2-engage-who-are-we-designing-for)                              | Who are we designing for?                     | [Stakeholder Map](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/2-engage-who-are-we-designing-for/stakeholder-map), [User Characteristics](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/2-engage-who-are-we-designing-for/user-characteristics)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| [🔍  3 Understand](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/3-understand-what-is-happening-now-and-why)                 | What is happening now, and why?               | [Discovery Planning](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/3-understand-what-is-happening-now-and-why/discovery-planning), [Interviews](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/3-understand-what-is-happening-now-and-why/user-interview), [Observations](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/3-understand-what-is-happening-now-and-why/user-observation), [Persona](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/3-understand-what-is-happening-now-and-why/persona), [Today’s Journey,](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/3-understand-what-is-happening-now-and-why/todays-user-journey) [Today’s Process](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/3-understand-what-is-happening-now-and-why/todays-business-process) |
| [💡  4 Re-frame](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/4-re-frame-what-is-the-real-challenge-we-need-to-solve)       | What is the real challenge we need to solve?  | [Re-framing Canvas](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/4-re-frame-what-is-the-real-challenge-we-need-to-solve/re-framing)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| [🎨  5 Design](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/5-design-what-ideas-could-address-the-challenge)                | What ideas could address the challenge?       | [Crazy 8](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/5-design-what-ideas-could-address-the-challenge/crazy-8), [Service Concept](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/1-scope-what-challenge-are-we-addressing/service-challenge), [Tomorrow’s Journey](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/5-design-what-ideas-could-address-the-challenge/tomorrows-user-journey), [Tomorrow’s Process](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/5-design-what-ideas-could-address-the-challenge/tomorrows-business-process)                                                                                                                                                                                                                                                                                                              |
| [🧪  6 Test](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/6-test-would-the-idea-really-work-in-the-real-world)              | Would the idea really work in the real world? | [Testing Plan](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/6-test-would-the-idea-really-work-in-the-real-world/testing-plan)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 |
| [📣  7 Communicate](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/7-communicate-how-do-we-gain-support-for-the-new-solution) | How do we gain support for the new solution?  | [Storytelling](https://oecd-public-service-innovation-b.gitbook.io/publicservicebooster/design-steps/7-communicate-how-do-we-gain-support-for-the-new-solution/storytelling)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |

## **Why use the Booster?**

Public services work best when they start from people’s real experiences. The Booster gives you a simple, step-by-step way to look at a service through people’s eyes, understand what is really going on, and design practical improvements with them—even if you (and your team) are new to human-centred design.

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### [Share Your Experience](https://padlet.com/opsi/innovation-booster-collaboration-lmuadp5wornnbo86)

We'd love to hear how you're using this tool! Please share your examples and feedback to inspire others and help improve the Booster. Submit your example today and be part of our community.