Abstract
As the contradiction between people's demand for multi-level, refined public services and the limited-service supply becomes increasingly prominent, how to achieve precise matching between service supply and demand, namely "supply-demand coupling", has become a key problem in enhancing the quality of public services. This paper combines coupling theory with classic service design tools to innovate a supply-demand coupling toolkit. To verify the effectiveness of this toolkit in public service design, a design practice of elderly health service in Shanghai was conducted. The research proves that this toolkit, by identifying and explicating the supply-demand relationship in the service system, helps designers identify and solve coupling problems in the public service system, thereby better enhancing the quality of public services.
Keywords
public service; service design; supply-demand coupling
DOI
https://doi.org/10.21606/servdes2025.70
Citation
Tang, C., Li, W.,and Hu, F.(2025) How Can Public Service Design Adapt to "Supply-Demand Coupling"? A Case Study of Elderly Health Service in Shanghai, in Mahamuni, R., Onkar, P. (eds.), ServDes 2025: Empowering Diversity, Nurturing Lasting Impact, 6–10 October, Hyderabad, India. https://doi.org/10.21606/servdes2025.70
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
How Can Public Service Design Adapt to "Supply-Demand Coupling"? A Case Study of Elderly Health Service in Shanghai
As the contradiction between people's demand for multi-level, refined public services and the limited-service supply becomes increasingly prominent, how to achieve precise matching between service supply and demand, namely "supply-demand coupling", has become a key problem in enhancing the quality of public services. This paper combines coupling theory with classic service design tools to innovate a supply-demand coupling toolkit. To verify the effectiveness of this toolkit in public service design, a design practice of elderly health service in Shanghai was conducted. The research proves that this toolkit, by identifying and explicating the supply-demand relationship in the service system, helps designers identify and solve coupling problems in the public service system, thereby better enhancing the quality of public services.