Designing Public Services: The usefulness of three service design methods for identifying user experiences

Abstract

This article examines the use of three service design methods in exploring complex public service systems. The methods used were the persona technique, mapping techniques in collaborative design workshops, and observations supplemented by group discussions. In their application to a university service, it was found that through their user-centred and collaborative approach, the service design methods assisted in the analysis of user experiences, including critical incidents, within the service system. It was also identified that user co-production formed the core of the service system and its processes, which highlights the need to actively involve users in public service design projects.

Key words:

• Service design
• public service systems
• public service-dominant logic
• service mapping
• co-production

DISCLOSURE STATEMENT

No potential conflict of interest was reported by the authors.

Notes

1 The use of the critical incident technique to analyse service interactions has been espoused by a number of writers.