Citizen-Driven Innovation
Starter Pack
Methodology - Service Design
Description
Service Design applies citizen-driven innovation throughout the lifecycle of developing a new ICT based product or service, from initial concept through to service or business deployment. Service Design makes use of idea generation and co-design methods as discussed above, but frames them in a purposive context with a clear innovation goal. Throughout, a holistic perspective aims to ensure that all aspects of a service are taken into account from the end user's point of view, using for instance ethnographic and journalistic techniques and representing concepts through scenarios, 'user journeys' etc.Use
Service Design works best when the general domain and its innovation needs are known, a multi-stakeholder partnership is in place, and there is a clear goal to reach a sustainable ICT based service. Typical areas include e-government, social services, and health care, but Service Design methodologies can be applied to any Smart City domain.Typologies
Service Design originates as a method for developing competitive ICT based services for the private sector. Here, the process is industry-driven and considers the end-user as 'customer', while the structure and conditions for service sustainability are those of the service delivery setting. A second typology, more relevant to the Smart City context, is applied to public services, where a third-party such as a University or research center mediates between the public dimension of the service itself and the business interests of those who will need to ensure the sustainability of service provision.Issues
In order for Service Design to be effective, it is necessary to maintain the appropriate balance between the public interest and the need for business sustainability. This in turn requires that, where city services are involved, the administration is capable of playing an active and informed role, including the management of the ripple effect propagating institutional innovation beyond the boundaries of the service in question.Implementation
Service Design can be a relatively lengthy process and requires a clear strategic focus and strong political commitment. It is thus recommended for a relatively mature partnership, under external guidance as can be provided by one of the ENoLL Living Labs specialized in this area.Methodology - Service Design
Cases
Laurea University of Helsinki applies Service Design methods with a specific focus on health care, working together with local, regional and national authorities in a holistic approach. In the Finnish nationally funded Guarantee project, the approach combined more traditional desk studies and interview surveys with methods to develop service concepts from the user perspective.Living Labs Taiwan applies a method called Service Experience Engineering with over 50 research teams and enterprises, drawing on a user community of 3,000 households and a state of the art ICT infrastructure.
The Virtual European Parliament (VEP) project, led by CDT Luleå, applied the Service Design approach for the development of an ICT service whose objective is to build a better link between citizens and the European Parliament. VEP developed a Service Design method defined by ten 'I's: Identify (user roles and characteristics), Interact, Iterate, Involve, Influence, Inspire, Illuminate, Integrate, and Implement.