IDEAS home Printed from https://ideas.repec.org/a/taf/pubmgr/v18y2016i5p718-739.html
   My bibliography  Save this article

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

Author

Listed:
  • Jakob Trischler
  • Donald Robert Scott

Abstract

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 service, it was found that through their user-centred and collaborative approach, the service design methods assisted in the analysis of user experiences, including critical incidents, within the service system. It was also identified that user co-production formed the core of the service system and its processes, which highlights the need to actively involve users in public service design projects.

Suggested Citation

  • Jakob Trischler & Donald Robert Scott, 2016. "Designing Public Services: The usefulness of three service design methods for identifying user experiences," Public Management Review, Taylor & Francis Journals, vol. 18(5), pages 718-739, May.
  • Handle: RePEc:taf:pubmgr:v:18:y:2016:i:5:p:718-739
    DOI: 10.1080/14719037.2015.1028017
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/14719037.2015.1028017
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1080/14719037.2015.1028017?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Stefanini, Alessandro & Aloini, Davide & Benevento, Elisabetta & Dulmin, Riccardo & Mininno, Valeria, 2020. "A data-driven methodology for supporting resource planning of health services," Socio-Economic Planning Sciences, Elsevier, vol. 70(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:pubmgr:v:18:y:2016:i:5:p:718-739. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/RPXM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.