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

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 servi...

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Bibliographic Details
Published in:Public management review 2016-05, Vol.18 (5), p.718-739
Main Authors: Trischler, Jakob, Scott, Donald Robert
Format: Article
Language:English
Subjects:
Business Administration
co-production
Collaboration
Collaborative approach
Colleges & universities
Critical incidents
Design techniques
Företagsekonomi
Management reviews
Mapping
Modes of production
Production
public service systems
public service-dominant logic
Public services
Service design
service mapping
Usefulness
User experience
Workshops
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