Co-design for Government Service Stakeholders

Abstract

Digital services continually evolve to support a growing diversity of users with an ever varying internet-enabled device numbers. The diversity and ambition of digital services is motivated in part by new technology, channels and users within internet enabled smart environments. In order to fully exploit these new digital service environments designers need to step back from product or service centric thinking that overtly focus on discrete product and service features. New approaches to digital service design are required in order to explore how best to choreograph the design process with active knowledge flows between the end user and designer. Collaborative design is well recognized in the design community with innovative and wide ranging collection of co-design tools and techniques. A more flexible approach is required that is configurable to specific collaborative communities who are coming together to design new digital services. The repertory grid technique is used to uncover design process constructs from diverse group of stakeholder– service users, intermediaries (service interface) and service providers. These constructs are then used to extend the Double Diamond framework before operationalization using Business Process Modelling Notation (BPMN).