DESIGNING A VALUE MAPPING TOOL FOR STRENGTHENING CO-CREATION IN PUBLIC SERVICES: Empowering smart decision making through three orders of design: service, urban and transition

Autor: Grubišić, Franka
Přispěvatelé: Šuka, Predrag
Jazyk: angličtina
Rok vydání: 2019
Předmět:
DOI: 10.13140/rg.2.2.20146.35528
Popis: Ljudi svakodnevno koriste mnoštvo usluga. Naše društvo se s porastom ekonomije dijeljenja mijenja od proizvoda do usluge orijentirane na proizvod. Iako su procesi dizajna i razvoja proizvoda već stavljeni u red i priznati, nije mnogo usluga svjedočilo istoj - osobito javni servisi. Dakle, ova teza proučava sjecište uslužnog, urbanog i tranzicijskog dizajna u javnom sektoru, postavljeno radi stvaranja alata za mapiranje vrijednosti za jačanje suradnje u javnim uslugama. Suradnja se ovdje smatra važnom metodom jer smo, kao građani, dužni plaćati porez koji financiraju javne usluge. Ako naše odabrane usluge ne uspiju, možemo jednostavno prestati plaćati, što nije slučaj za javne usluge, a to zauzvrat rezultira s uglavnom negativnim konotacijama. Istraživanje ove teze utemeljeno na postojećim teorijama pokazuje kako implementirati dizajn, koji je važan zbog njegovih djelotvornih i maštovitih značajki kako bi se olakšalo zajedničko stvaranje u javnim službama. To čini integrirajući principe dizajna u predloženi model zajedničkog stvaranja, kao i u alat za mapiranje vrijednosti i omogućujući izvedbu konkretnih radnji (nakon ko-stvaranja). Na ovaj način, i vlada i građani ne samo da vide vrijednost procesa i alata, već su ponovno probudili partnerstvo i osjećaj povjerenja između njih dvoje. Uz to, svakom dizajneru olakšava se pristup dizajnu javnih usluga. Rad ima i teorijsku i praktičnu vrijednost. Predloženi model suradnje i alat za mapiranje vrijednosti djeluju u sinergiji i predviđeni su za zajedničko korištenje. S ovom orkestriranom uporabom alat ne samo da jača suradnju u javnim službama, već nudi i djelotvorne bodove za budući razvoj. Pomaže u prepoznavanju područja interesa građana koja se odnose na određeni problem korištenjem dizajna tranzicije i uvedenog koncepta prostornih dodirnih točaka i izjava o vrijednosti. Krajnji ishod su ključne akcijske točke koje preostale upraviteljima javnih usluga trebaju riješiti kasnije - ali u ovom slučaju putovanje bi moglo biti važnije od odredišta. People use a plethora of services every day. Our society has been shifting from product to service oriented with the rise of the sharing economy. While product design and development processes have been put in order and acknowledged long ago, not much of the services have witnessed the same – especially public services. Hence, this thesis studies the intersection of service, urban and transition design within the public sector, set up to create a value mapping tool for strengthening co-creation in public services. Co-creation is hereby seen as an important method as, as citizens, we are obliged to pay taxes, which fund public services. If our chosen services fail, we can just stop paying, which is not the case for public services and this in return results with mostly negative connotations. Built on existing theories, this thesis’s research shows how to implement design, which is important for its both actionable and imaginative features, to facilitate co-creation in public services. It does so by integrating design principles in both the proposed co-creation model, as well as the value mapping tool and enabling derivation of specific actions (after co-creation). This way, both the government and the citizens not only see the value of the process and the tool but reawaken the partnership and a sense of trust between the two. Additionally, this makes it easier for any designer to approach the design of public services. The thesis has both theoretical and practical value. The proposed co-creation model and the value mapping tool work in synergy and are envisioned to be used together. With this orchestrated use, the tool does not only strengthen co-creation in public services but offers actionable points for future development. It helps identify citizen’s area of interest related to a specific problem by utilising transition design and the introduced the concept of spatial touchpoints and value statements. The end output are key action points left to public service managers to tackle later on – but in this case the journey might be more important than the destination.
Databáze: OpenAIRE
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