CTF Researchers receive the Kooiman Prize for Best Paper
2023-06-29The Public Management Review (PMR) has announced the Kooiman Prize for the Best Paper published in Public PMR in 2022. Three papers were shortlisted by the PMR Editorial Board, and the winner is Jakob Trischler, associate professor in Business Administration, and Jessica Westman Trischler, PhD in Psychology - 'Design for experience – a public service design approach in the age of digitalization'.
In this paper, the authors propose a service design approach that acknowledges the systemic nature of public services and highlights that public service organizations, when digitalizing their services, have to redefine their role and relationship with service users.
Abstract: This article contributes a novel approach to public service design in the age of digitalization. Termed ‘design for experience’, this approach builds on developments in the fields of digitalization, user experience, and service design, as well as the integration of the service ecosystem concept. ‘Design for experience’ aims to facilitate value propositions that support public service users to co-create value in their lifeworlds. Achieving this requires a multi-level approach because a user’s value creation process is embedded in a multi-actor configuration and governed by institutions. A conceptual framework is offered, alongside guidance in applying the ‘design for experience’ approach.