Abstract
This paper discusses how the introduction of a service design approach inside public administration offices can help public servants to be more citizen-centred. In particular, the stakeholder map, a well-known tool in the service design community, has been investigated as a means to trigger conversation about roles and power distribution at key moments of a project while also paving the way for public institutions to adopt a people-centred approach. The argument draws on a case study in Geneva where a public institution dealing with migrants employed a design team in order to improve their service offering.
Keywords
stakeholder map, conversation tool, public sector, social innovation
DOI
https://doi.org/10.21606/servdes2018.90
Citation
Giordano, F., Morelli, N., De Götzen, A.,and Hunziker, J.(2018) The stakeholder map: A conversation tool for designing people-led public services, in Meroni, A., Ospina Medina, A. M., & Villari, B. (eds.), ServDes 2018: Service Design Proof of Concept, 18–20 June, Milan, Italy. https://doi.org/10.21606/servdes2018.90
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Papers
The stakeholder map: A conversation tool for designing people-led public services
This paper discusses how the introduction of a service design approach inside public administration offices can help public servants to be more citizen-centred. In particular, the stakeholder map, a well-known tool in the service design community, has been investigated as a means to trigger conversation about roles and power distribution at key moments of a project while also paving the way for public institutions to adopt a people-centred approach. The argument draws on a case study in Geneva where a public institution dealing with migrants employed a design team in order to improve their service offering.