Design for People, Design with People: The Complexities and Breakouts of Public Service Design in Practice

Wei An Hsieh, Hsien Hui Tang*

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Public service innovation for the underprivileged minority is challenging for meeting users’ needs while avoiding compromising the rights of non-users. It also suffers from limited resources under considerations of proportionality and efficiency of public welfare. Commonly, to quickly respond to social needs, public sectors often take technology-oriented solutions instead of clarifying the underlying complexity. Lacking user-centered design, public services are often criticized for low usability and result in unsatisfaction and even more significant problems. Can service design, as a strategic method to counter issues with poorly defined parameters, non-binary solutions, help drive better public innovation? Through a case study of EyeBus, the research purpose is to explore how service design enhanced the bus-riding experience for the visually impaired. The research objectives are (1) to clarify the complexities in the process of accessible public service design (2) to analyze how service design resolved the difficulties (3) to study how stakeholders’ cooperation accelerated the practice of public services. The results of the research are (1) providing a case and principles of applying service design to public service innovation (2) promoting action plans for public sectors to encouraging more demand-oriented public service innovations. We hope that better practices of service design will drive more public good.

Original languageEnglish
Title of host publicationHCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Proceedings
EditorsConstantine Stephanidis, Margherita Antona, Stavroula Ntoa
PublisherSpringer Science and Business Media Deutschland GmbH
Pages41-48
Number of pages8
ISBN (Print)9783030786342
DOIs
StatePublished - 2021
Externally publishedYes
Event23rd International Conference on Human-Computer Interaction, HCII 2021 - Virtual, Online
Duration: 24 07 202129 07 2021

Publication series

NameCommunications in Computer and Information Science
Volume1419
ISSN (Print)1865-0929
ISSN (Electronic)1865-0937

Conference

Conference23rd International Conference on Human-Computer Interaction, HCII 2021
CityVirtual, Online
Period24/07/2129/07/21

Bibliographical note

Publisher Copyright:
© 2021, Springer Nature Switzerland AG.

Keywords

  • Public service innovation
  • Service design
  • Visually impairment

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