Design Thinking

About This Course

You have beautifully designed policies and programmes, consulted your stakeholders, and taken great pains to ensure a good user experience in programme delivery. Yet, take-up rates are low, and you still constantly receive complaints from the public.
Does this sound familiar?  

Design thinking is a structured process to help you observe and empathise with the constituents you serve, and develop prototypes of products and services that better address their needs. This course guides you to put the people you serve at the centre of public service delivery, by equipping you with tools and techniques to define, develop and roll out programmes that resonate.

Training Dates

To be advised. 
Contact our team here for more information


 Approximately 15 hours

Learning Mode

Live instruction: online or in-person


Obtain a Certificate of Achievement from CAG 


No pre-requisites required

Learning Objectives

What You Will Learn

By the end of this course, you will be able to: 
  • Learn the principles, tools and application of design thinking to create citizen-centric public policies, services and programmes 
  • Better understand, empathise and connect with your users or beneficiaries to build an innovative citizen-centric mindset
  • Put design thinking into action and solve problems creatively

Who This Is For

Public servants at all levels who are involved in policy or programme design, especially those involving service delivery, and want to do so in a more citizen-centric way

Course Outline

Introduction to design thinking

  • What is design thinking and why is it relevant?
  • Design thinking mindsets and methods for human-centred design
  • Stages of the design thinking process

Case study sharing and discussion
Design thinking group project

  • Practical hands-on activity using design thinking to create a better customer experience

Developing empathy for citizens and users

  • What is empathy and why is it important in design thinking?
  • How to develop an empathetic approach in design thinking

Group exercises and discussions

  • Brainstorm and prototype new ideas for group projects to enhance user experience 
  • Debrief and reflections

Expert Contributors & Trainers

Jason Leow
Former Design Lead, Public Service Division, Prime Minister's Office, Singapore;

Frequently Asked Questions (FAQs)

What is the difference between courses and custom programmes?

Courses can be taken by individuals as a standalone. Custom programmes are cohort-based and specially designed to address specific learning needs of an organisation.

What do pre-requisites mean?

Some courses require that you have a particular set of skills or knowledge before you begin the course.  You are strongly encouraged to complete the pre-requisite course first if there is one listed on the course page.

Who can I contact if I have further questions?

You can write to us directly at or submit your query via the Contact Us form.

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