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DECODING THE USE OF DESIGN IN PUBLIC SERVICES
Abstract
It is acknowledged that design adds value and plays a role in creating competitive advantages. European Commission recognizes that design is an activity of people-centred innovation by which desirable and usable products and services are defined and delivered. Nevertheless, there is ongoing debate over how design adds value, and what it means for users. This paper aims to decode the use, value, and impact of design on public service development and users in Latvia. In-depth interviews with executives from ten national public service institutions were conducted. Analysis of practical design led thinking workshop for public service development, grounded in profound theory research of design methods, design paradigms and external context, give a context of use of design, its impact and created value for both, service providers and users. Results demonstrate a lack of direct design in the development or innovation of public services. Human-centred design methods and service design principles can be indirectly observed through responses on customer experience surveys for ISO 9001:2008 quality management systems. Human-centred, analytically informed design principles and methods are not used in the provision of direct public services but can be indirectly observed in services provided by subordinate institutions. Public service providers do not perceive value in analytically informed design led thinking and user-centred design.
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