Public service space remodeling based on service design and behavioral maps

Abstract

The main purpose of this study is to remodel and improve public services by analyzing behavioral maps in relation to service design elements in public spaces. Modeling human spatial behavior in public spaces is of great interest to public service providers for creating the maximal benefit for the users. Adequate observations reveal significant information about the users’ preferences, an essential consideration for public service designers. This study used behavioral maps and designed elements of public service spaces to document five human factors: physical, cognitive, social, cultural, and emotional reactions/adaptations. Prototype designs of the smart bench and the green trellis were placed in the case study area to assess user reactions. The results of this study show that the methodology proposed here can be used to investigate and develop a deeper understanding of the users’ emotions, experiences, and preferences so as to enhance the design of public spaces and services.

Keywords:

• service design
• behavioral maps
• public service
• user experience
• human factors

Acknowledgments

This study was supported by the National Science Council, Taiwan, (NSC 101-2410-H-027 -019 - and NSC 102-2410-H-027 -014 -). The authors are grateful to this support. The authors would also like thank Miss Meutia Anizar, Miss Rhecel Molina, Mr Catur Hary, and Mr Wojciech Wilczek for their valuable help.