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.

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.

Step	Key question	Key tools
🎯 1 Scope	What challenge are we addressing?	Service Challenge
👫 2 Engage	Who are we designing for?	Stakeholder Map, User Characteristics
🔍 3 Understand	What is happening now, and why?	Discovery Planning, Interviews, Observations, Persona, Today’s Journey, Today’s Process
💡 4 Re-frame	What is the real challenge we need to solve?	Re-framing Canvas
🎨 5 Design	What ideas could address the challenge?	Crazy 8, Service Concept, Tomorrow’s Journey, Tomorrow’s Process
🧪 6 Test	Would the idea really work in the real world?	Testing Plan
📣 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.

---

Share Your Experience

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.