Designing public services

I have earlier blogged about service design and last week at the 1st Nordic conference on Service Design and Service Innovation conference I met a number of very skilled people from different domains. It just reinforced my thinking about the need for a multi-disciplinary approach to address the challenges of designing services.

My own contribution on Day 2 was during the workshop on “Designing public services” was enlightening. My role was not as an expert in service design, but as a consumer-citizen; a c-c trying to make a case for participatory design. I am even more convinced that consumer-centered design is critical in the design of services and even more so in the design of public services. This blog was taglined “citizen-driven design. Shaping the agenda for Society 2.0” some years ago and my search for methods and practices for citizen involvement continues. It’s not a question of “getting there” — but more on evolving democratic processes to capture the “requirements” from citizens.

My presentation – that focused on scenarios for health care and wellness – was actually making a point around “capture of requirements”. I used scenarios as a means to convey “requirements — while making the point that we need to be more intention-oriented in understanding services. I view intentions as an abstraction above needs and requirements and suspect intention-orientation will open for citizen participation while also providing a means to “manage” the design process using conventional practices like “requirements management”. Besides citizen participation, intention-orientation will also help unify practices from the different disciplines involved in service design.
So it is with some expectations I will be attending Dugnadssamfunnet 2.0 (Norwegian) arranged by the Ministry of Government Administration and Reform.

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About francisds

I guide clients in choosing technology solutions to bring about change in how they engage with their constituents. I work by generating ideas and shaping opportunities that lead to implemented solutions. My specialization is in the design of solutions comprising business and community technologies. I thrive with simplifying complex tasks. I am passionate about societal engagement and business to community collaboration.
This entry was posted in citizens' portal, intention-value-network, knowledge sharing, rich experiences, societal digital infrastructure. Bookmark the permalink.

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