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Stakeholder Interaction in the Redesign and Creation of Digital Public Services: a Service Design Approach

Published: 18 December 2024 Publication History

Abstract

Organizations have been seeking to adopt new work practices to become more flexible, adaptable, and quick in their responses to societal expectations. For the Transformation of Public Services, some of these new practices include Agile Governance for management, agile principles and methods, and the use of Service Design (SD) as a human-centered approach, employing co-design and co-creation. SD has been developed and improved in various areas and contexts; however, its adoption in the Human-Computer Interaction (HCI) field is still in its early stages. This work aims to contribute to the HCI field by presenting the use of SD in three projects of a Brazilian government body, from the strategic level to the reflection of solutions, using collaborative approaches, methods, and techniques. The inherent principles of SD that influenced stakeholder interaction and the design of digital services are presented and discussed. The results obtained show that SD makes it possible to promote more intuitive, efficient, and citizen-centered experiences, while also aligning with the needs of the agency’s stakeholders. Due to its holistic view, SD allows HCI professionals to consider not only the interaction itself but also the entire service context in which it occurs, ensuring that digital solutions are designed within a broader context, encompassing the problems, needs, and expectations of those involved and the citizens.

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cover image ACM Other conferences
IHC '24: Proceedings of the XXIII Brazilian Symposium on Human Factors in Computing Systems
October 2024
1070 pages
ISBN:9798400712241
DOI:10.1145/3702038
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Published: 18 December 2024

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  1. Service Design
  2. Co-design
  3. Co-creation
  4. Public Service Digital Transformation

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