Abstract
This study investigates the role of service design in enhancing data-driven public governance and institutional coordination, using the Tainan Smart Parking Data Center as an empirical case. The rapid digitalization of urban environments has challenged local governments to integrate technological infrastructures with citizen-centered services. However, existing literature seldom explains how design methodologies facilitate such integration within complex administrative systems (Luna-Reyes & Gil- García, 2014; Lindgren & van Veenstra, 2018). Addressing this gap, the study conceptualizes service design as a governance mechanism rather than merely a method to improve user experience, aligning with the perspective of designing for service (Strokosch & Osborne, 2023).Employing a qualitative case study methodology, this research applied the Experience Strategy Framework (XSF) to integrate service design tools—including stakeholder mapping, personas, customer journeys, and service blueprints— with data visualization and policy analysis (Bason, 2018; Holmlid & Malmberg, 2018). The study examined how design principles facilitated collaboration among municipal agencies, technical providers, and citizens within a unified data architecture. Findings from three pilot zones in Tainan revealed measurable outcomes: turnover rates increased by 13.5%, average search times decreased by over 50%, and institutional coordination improved significantly through the adoption of the RACI matrix. This study demonstrates that service design facilitates adaptive, data-driven policy making by integrating human-centered insights with system-level intelligence. It offers a transferable framework for medium-sized cities seeking sustainable mobility reform and public value through design-led digital transformation.
Keywords
Service Design; Public Service Innovation; Data-driven governance; Smart City; Experience
DOI
https://doi.org/10.21606/iasdr.2025.119
Citation
Chang, S.,and Chen, C.(2025) Reframing Smart Parking as Public Service Innovation: Enabling Urban Mobility Reform in Taiwan, in Chang, C.-Y., and Hsu, Y. (eds.), IASDR 2025: Design Next, 02-05 December, Taiwan. https://doi.org/10.21606/iasdr.2025.119
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
Reframing Smart Parking as Public Service Innovation: Enabling Urban Mobility Reform in Taiwan
This study investigates the role of service design in enhancing data-driven public governance and institutional coordination, using the Tainan Smart Parking Data Center as an empirical case. The rapid digitalization of urban environments has challenged local governments to integrate technological infrastructures with citizen-centered services. However, existing literature seldom explains how design methodologies facilitate such integration within complex administrative systems (Luna-Reyes & Gil- García, 2014; Lindgren & van Veenstra, 2018). Addressing this gap, the study conceptualizes service design as a governance mechanism rather than merely a method to improve user experience, aligning with the perspective of designing for service (Strokosch & Osborne, 2023).Employing a qualitative case study methodology, this research applied the Experience Strategy Framework (XSF) to integrate service design tools—including stakeholder mapping, personas, customer journeys, and service blueprints— with data visualization and policy analysis (Bason, 2018; Holmlid & Malmberg, 2018). The study examined how design principles facilitated collaboration among municipal agencies, technical providers, and citizens within a unified data architecture. Findings from three pilot zones in Tainan revealed measurable outcomes: turnover rates increased by 13.5%, average search times decreased by over 50%, and institutional coordination improved significantly through the adoption of the RACI matrix. This study demonstrates that service design facilitates adaptive, data-driven policy making by integrating human-centered insights with system-level intelligence. It offers a transferable framework for medium-sized cities seeking sustainable mobility reform and public value through design-led digital transformation.