Closing the Capability Gap: Embedding Service Design in Frontline Professional Development

Abstract

This report examines how service design capability can be systematically embedded within Continuing Professional Development (CPD) frameworks for frontline public sector workers in the UK. While service design has become increasingly influential in government, digital, and strategic transformation roles, frontline professionals such as care workers, housing officers, librarians, and benefits advisers—remain largely excluded from access to design-led learning. These workers represent nearly a third of the UK workforce and are often best positioned to identify service challenges, yet existing CPD structures prioritise compliance and regulation over reflective, experiential problem-solving. Using an exploratory, qualitative research approach, the study combines a literature and policy review, analysis of international case studies from Norway, Sweden, and Portugal, and semi-structured interviews with UK practitioners across local government, design consultancy, academia, and professional training. The findings demonstrate that embedding service design into frontline CPD requires more than introducing new training courses. Instead, it demands coordinated system-level change across policy, funding, organisational culture, procurement, and workforce structures. Evidence from adult learning theory and workplace learning research shows strong alignment between service design and effective professional development when learning is experiential, collaborative, and embedded in real work. International models such as StimuLab, Experio Lab, and LabX illustrate how design capability can be scaled through sustained investment, embedded learning, and communities of practice. However, UK-specific barriers—particularly lack of time, negative perceptions of design, and limited organisational support—must be addressed. The report concludes that extending design capability to the frontline represents a significant opportunity for strengthening public services. Achieving this requires system-level commitment to workforce development that recognises service design as a core professional capability rather than a specialist or optional skil