Designing public services is about redesigning a service from the perspective of the user such as the residents, citizens, students or patients. As taxpayers residents want services that support their lives and they need them in an easy and accessible manner, tailored to fit their exact needs. As a public service provider quality and cost-efficiency is key.
Why design thinking to the public sector?
A user-centred approach in applying design thinking are integral to transforming public services to cost-efficient, high-quality and sustainable services. We believe successful public services enable citizens to participate in converting the services from a one-way offering to a two-way interaction where and residents actively engage and collaborate with the service provider. By including users in the design and delivery of services, you'll uncover a vast potential for improved service provision and create a collective sense of purpose. Let us share six principles that we stress when innovating with public institutions.
Focus on user needs - Focus on the tasks you are going to support your residents to ensure real innovation.
Create simplicity – Ensure that the service and user experience is easy and intuitive despite the complexity of the public sector.
Design ecosystems - Ensure that your service connects and work seamlessly in the holistic public system.
Learn and adapt – Users expect services to develop and improve. You’ll never finish an innovation process.
Realising benefits – the public sector is funded by taxpayers. Focus on creating efficient services.
Change management – real innovations requires people to work in new ways. To ensure the success of service innovation, you must align the organisation to the new service.
By combining user-centred design, incorporating user needs from citizens and employees within the service providers, we facilitate innovation processes ensuring that stakeholders across all public institutions involved together work towards a common goal. We work with the public on several levels;We work on a national level addressing a public challenge and working across multiple public institutions catering for collaboration towards solving the common goal. We also work on a local level, such as a municipality or we work within a specific service provider providing for service transformation.
For us designing for the public sector is all about creating efficient and successful services with the residents at heart.