• Design Studies (MA)

    Chen Yu Lo

    Service Design for Public Services

    Service design has been discussed as an emerging design discipline. People in this field claim that it can provide approaches to increase the performance and satisfaction of service providers and users, filling the expectation gap between both sides throughout the service delivery process. Because service design involves multiple disciplines to fulfill the designing process and outcomes, scholars and practitioners will approach service design on the basis of their professions. Thus, terms and languages used in service design are diverse and there appears to be a lack of a unified definition of service design. In my research, appreciating the merit of its variety, I define what service design is by understanding its origin and how it is defined in academic papers as well as by design firms and designers. In addition, through deconstructing the process of two service design projects, I analyze the role of participants, methods that designers use, and the outcomes of each step to learn the process of service design.

    Research has shown that design methodologies can drive innovation in public services. To know how public services can benefit from service design, I first discuss what designing for public services is and then break down the design process of three cases from public sectors. Many collaborative services have shown the creativity of citizens and their capacity for dealing with problems and needs in daily life. I compare two similar projects, one done by citizens groups having no education in design, and another done by designers to see what different groups can bring to the design process and the results of their services.