Abstract
This study employs holistic service design thinking to analyze and optimize the existing services of a public animal shelter and improves adoption experiences at the animal shelter using co-creation workshops. The proposed service design will provide adopters with proper assistance while reducing the burden on staff members. The finding of this study including three aspects: first, this study presents critical aspects when optimizing services in public adoption agencies through the case. Second, in service cases with complex stakeholders, co-creation workshops help effectively combine the needs and perspectives of all parties. Finally, service design testing integrated with stakeholders’ opinions helped enhance the recognition of the design concept and the probability of implementation. The findings can help increase the efficiency of communication between animal shelters and the public and further enhance the shelter’s reputation and adoption rate. Furthermore, it will increase our understanding of service design.
Keywords
service design; co-creation; public animal shelter; adoption process
DOI
https://doi.org/10.21606/drs.2020.173
Citation
Wang, D., Chen, C., You, Y., Tsai, S., Hong, S., Chen, S., and Tang, H. (2020) Optimizing the Adoption Process in Public Animal Shelters through Service Design Thinking, in Boess, S., Cheung, M. and Cain, R. (eds.), Synergy - DRS International Conference 2020, 11-14 August, Held online. https://doi.org/10.21606/drs.2020.173
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Optimizing the Adoption Process in Public Animal Shelters through Service Design Thinking
This study employs holistic service design thinking to analyze and optimize the existing services of a public animal shelter and improves adoption experiences at the animal shelter using co-creation workshops. The proposed service design will provide adopters with proper assistance while reducing the burden on staff members. The finding of this study including three aspects: first, this study presents critical aspects when optimizing services in public adoption agencies through the case. Second, in service cases with complex stakeholders, co-creation workshops help effectively combine the needs and perspectives of all parties. Finally, service design testing integrated with stakeholders’ opinions helped enhance the recognition of the design concept and the probability of implementation. The findings can help increase the efficiency of communication between animal shelters and the public and further enhance the shelter’s reputation and adoption rate. Furthermore, it will increase our understanding of service design.