Abstract
Following the implementation of Taiwan's "zero euthanasia" policy, public animal shelters face rising intake numbers and declining service quality. This study applies service design methodology to optimize adoption services and promote responsible adoption behavior across two public shelters in eastern Taiwan. Using the triple diamond service design model, the research systematically progressed through three phases. The Problem Distillation phase employed experienscape model to identify environmental imbalances across sensory, functional, social, natural, and cultural dimensions. The Design Iteration phase integrated nudge strategies into design interventions, incorporating behavioral guidance approaches such as appropriate incentives and default options. The Practice Diffusion phase validated interventions through real-world implementation. Results demonstrated significant improvements in adopters' cognitive clarity, emotional engagement, and resource participation. This research advances service design methodology by systematically embedding environmental and behavioral theories within the design process, providing an actionable framework for public service innovation that enhances both service quality and public value.
Keywords
Service design; Public service; Public value; Nudge; Experience
DOI
https://doi.org/10.21606/iasdr.2025.458
Citation
Shieh, P.,and Tang, H.(2025) Service Design in the Public Sector: Applying Experienscape and Nudge Strategies to Animal Adoption Services, in Chang, C.-Y., and Hsu, Y. (eds.), IASDR 2025: Design Next, 02-05 December, Taiwan. https://doi.org/10.21606/iasdr.2025.458
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Track 7 - Service Design for Public Services and Policies
Service Design in the Public Sector: Applying Experienscape and Nudge Strategies to Animal Adoption Services
Following the implementation of Taiwan's "zero euthanasia" policy, public animal shelters face rising intake numbers and declining service quality. This study applies service design methodology to optimize adoption services and promote responsible adoption behavior across two public shelters in eastern Taiwan. Using the triple diamond service design model, the research systematically progressed through three phases. The Problem Distillation phase employed experienscape model to identify environmental imbalances across sensory, functional, social, natural, and cultural dimensions. The Design Iteration phase integrated nudge strategies into design interventions, incorporating behavioral guidance approaches such as appropriate incentives and default options. The Practice Diffusion phase validated interventions through real-world implementation. Results demonstrated significant improvements in adopters' cognitive clarity, emotional engagement, and resource participation. This research advances service design methodology by systematically embedding environmental and behavioral theories within the design process, providing an actionable framework for public service innovation that enhances both service quality and public value.