IN-PERSON Lisbon Livable Cities. Section B

Abstract

City dwellers use many functions and services provided by the public for their needs. In this respect, city dwellers can be considered as urban users. Over time, there have been radical changes in the expectations and needs of societies. Municipalities must find solutions for different urban profiles with different expectations, needs, and problems. These service solutions should enable urban users to meet their daily needs most efficiently and provide an urban experience where they are satisfied with services. Municipal services are costly applications intended to remain in use for long periods. Potential disruptions in citizens’ use of these services can lead to inefficient use of valuable public resources. Municipalities require innovative service design approaches and methods to meet current, dynamic, and changing civic needs. While there is a growing awareness that much innovation is taking place in the public sector, it is also recognized that more systematic processes to foster innovation are needed to address the economic and social challenges facing public sectors (Blocha, C., Bugge, M., 2013). Experience-led design plays a vital role in developing digital, virtual, and physical solutions that ensure that public municipal services are human-centered, usable, efficient, and beneficial (Graaf, K., Cordwell, L., 2018). Human-centered innovation practice is needed to adapt traditional user-centered design methods and tools to the context of public sector innovation. Models for innovative creative and human experience-oriented service design capacity should be developed. We focused on three design approaches to improve Public Service Design; User Experience, Design Thinking, and Service Design. This paper proposes an innovative public service design methodology based on those approaches. Preliminary field studies were conducted with Istanbul municipalities. Based on this data, an experience-oriented and innovative service design methodology is proposed.