Year: 2025
Type: conference-paper
Abstract: Digital Transformation in public services requires a comprehensive understanding of the value creation to improve services and government operations. Designing digital public services is challenging, but Service Design methods can help achieve services that align with democratic values like accessibility, reliability, and a positive user experience. This article reports on the collaborative design of a mobile app for a regulatory agency in Brazil, using co-creation, co-design, and co-production methods through two workshop cycles. The first cycle, based on Lean Inception principles, defined the Minimum Viable Product (MVP), while the second cycle, utilizing Design Sprint techniques, refined and tested the MVP with citizens. Feedback from users and public servants is also shared, emphasizing the importance of involving citizens and government employees in developing public service solutions.
Authors: Elaine Venson, Julia De Souza, Sara Campos, Rejane Figueiredo, George Marsicano, Wander Pereira Silva
Institution: Universidade de Brasília
Language: English
Subfield: Management of Technology and Innovation
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4410748441