Improving Public Services Through Methods of Service Design: A Case Study of the Service Design Workshop, Design Dive

Abstract

Objective: This paper aims to discuss the case study of Design Dive: Service Design Workshop that was held to improve public services by applying service design methods(February 2011 ~May 2011). In so doing, it suggests the ways in which public services can be innovated from a design-oriented perspective. Background: As citizens’ social and cultural awareness of services is enhanced, there have been emerging needs for innovation of public services. Accordingly, the methods of service design which is to design holistically users’ experiences have been considered as an important means to innovate public services. Method: In this regard, the present paper introduces and explores the example of the Design Dive Workshop as a platform whereby service design is achieved. In particular, it analyzes the results of the workshop. Results: The paper presents the results of the workshop and the 10 possible scenarios of public services that were explored in the workshop and suggests models for empowering the workshop participants. Conclusion: Service design is a very effective methodology for providing a new perspective on user-oriented design of public services. The workshop had educational effects on enhancing the participants’ awareness of the role of public service design. Application: The Design Dive workshop contributed to improving public services and achieved positive educational results. The methods developed in the workshop can effectively be applied to various occasions on which public services should be improved.