Service design implementation and innovation in the public sector

DS 85-1: Proceedings of NordDesign 2016, Volume 1, Trondheim, Norway, 10th - 12th August 2016

Year: 2016
Editor: Boks, Casper; Sigurjonsson, Johannes; Steinert, Martin; Vis, Carlijn; Wulvik, Andreas
Author: Bćkkelie, Maria Kristine Eikland
Series: NordDESIGN
Institution: NTNU, Norway
Section: Service design
Page(s): 022-031
ISBN: 978-1-904670-80-3


In a changing world, the public sector faces challenges to meet the needs of the citizens. To face these challenges they need to be innovative and create and implement new services. Service design is a powerful innovation tool. One of the main challenges in service design is the implementation. Implementation of services is complex because it combines physical, technological and human components. Implementation of these services demands change, both from the organisation and from the people in it. Service designers that wants to contribute to innovation in the public sector need to have the skills and tools to implement the services, not only to create them. The aim of this article is to understand what factors that are important for a successful service implementation in the public sector. This was done through reviewing existing literature and service design toolboxes. Furthermore, it aimed at examine the possible role for designers in public services innovation. The main finding is that the designers need to consider implementation and plan for it from the beginning of the design project. It is also important that the organisation and people delivering the service understand what to change, how to do it, and are motivated to change. Designers are not a magical source of innovation for the public sector, but can innovate together with the public sector.

Keywords: Service design, implementation, public sector, innovation, design tools


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