Short answer

Design public services not just for efficiency and function, but also for the user's experience, the quality of interaction, and the knowledge or understanding gained.

Field: Innovation & Markets
Source: Public Management Review (2023)
Method: Conceptual framework development based on qualitative insights.
Evidence: Moderate effect

Understanding public service value requires considering its utilitarian, hedonistic, relational, and epistemic components, as perceived by practitioners. This innovation & markets research insight is drawn from a 2023 study published in Public Management Review. Using Conceptual framework development based on qualitative insights., researchers explored how this design variable affects real-world outcomes. The key design takeaway: Design public services not just for efficiency and function, but also for the user's experience, the quality of interaction, and the knowledge or understanding gained.

Study

Innovation & MarketsRecentModerate effect

Public service value is multidimensional: Utilitarian, Hedonistic, Relational, and Epistemic dimensions drive user perception.

Understanding public service value requires considering its utilitarian, hedonistic, relational, and epistemic components, as perceived by practitioners.

Public Management Review · 2023

Key Findings

01Public service value can be understood through four dimensions: utilitarian/functional, hedonistic/aesthetical, relational/interactional, and epistemic/instrumental.
02Practitioners' perceptions are crucial for defining and understanding value in public services.
03The framework allows for a differentiated understanding of value at individual, organizational, and societal levels.

Application

Design takeaway

Design public services not just for efficiency and function, but also for the user's experience, the quality of interaction, and the knowledge or understanding gained.

How to apply

When designing a new public service or redesigning an existing one, map out how it addresses each of the four value dimensions (utilitarian, hedonistic, relational, epistemic) from the perspective of both practitioners and intended users.

Project actions

01When researching user needs for a public service, ask questions that probe beyond functional requirements to explore emotional and interactional aspects.
02Consider how your design might foster positive relationships or provide learning opportunities for users.

Method & Evidence

AimTo develop a conceptual framework that explicates the elements of value in public services, drawing on practitioners' perceptions.

MethodConceptual framework development based on qualitative insights.

ProcedureThe study integrated insights from Service Management and Marketing (SMM) and Public Administration and Management (PAM) fields and drew upon practitioners’ perceptions to develop a novel conceptual framework for understanding public service value.

ContextPublic service delivery and management.

Variables

IV["Dimensions of public service value (utilitarian, hedonistic, relational, epistemic)"]

DV["Practitioner perceptions of value"]

CV["Field of study (SMM, PAM)"]

Strengths & Limitations

Strengths

+Integrates multiple academic fields.
+Focuses on practitioner insights, providing a grounded perspective.

Limitations

It can be challenging to objectively measure 'hedonistic' or 'relational' value, and practitioners' views might differ from those of the general public.

Reliability & validity

The reliability of practitioner perceptions could be enhanced through triangulation with user data. Validity is strengthened by the integration of established academic fields.

Think critically

How might the emphasis on practitioner perception potentially overlook or misrepresent the value experienced by diverse user groups or the broader societal impact?

Design Principles

"Design for multi-dimensional value: Integrate utilitarian, hedonistic, relational, and epistemic benefits into public service offerings."

For designers and strategists in the public sector, this framework offers a more nuanced approach to service design and delivery. By acknowledging these diverse value dimensions, organizations can develop services that better meet citizen needs and expectations, leading to increased satisfaction and trust.

What This Means for Your Design

When you design something for the public, think about more than just if it works. Does it feel good to use? Are the interactions pleasant? Does it teach you something new? People who work in public services see value in all these ways.

How to use in your project

1.Use the four dimensions of value (utilitarian, hedonistic, relational, epistemic) as a framework for analyzing existing public services or for defining the success criteria of your own design project.

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Quick Cite

Paragraph starter

This design project considers the multidimensional nature of public service value, incorporating utilitarian, hedonistic, relational, and epistemic elements as identified by practitioners. This approach ensures that the designed solution addresses not only functional needs but also user experience, interaction quality, and potential for learning.

Source

Public Management Review

Conceptualizing the elements of value in public services: insights from practitioners

journal · 2023

View source

Questions About This Research

What does the research say about public service value is multidimensional: utilitarian, hedonistic, relational, and epistemic dimensions drive user perception?: Design public services not just for efficiency and function, but also for the user's experience, the quality of interaction, and the knowledge or understanding gained. Evidence: Public Management Review (2023).
Why does "Public service value is multidimensional: Utilitarian, Hedonistic, Relational, and Epistemic dimensions drive user perception." matter for design?: For designers and strategists in the public sector, this framework offers a more nuanced approach to service design and delivery. By acknowledging these diverse value dimensions, organizations can develop services that better meet citizen needs and expectations, leading to increased satisfaction and trust.
How can designers apply this research?: Design public services not just for efficiency and function, but also for the user's experience, the quality of interaction, and the knowledge or understanding gained.
What were the main findings?: Public service value can be understood through four dimensions: utilitarian/functional, hedonistic/aesthetical, relational/interactional, and epistemic/instrumental.. Practitioners' perceptions are crucial for defining and understanding value in public services.. The framework allows for a differentiated understanding of value at individual, organizational, and societal levels.
What research method was used?: Conceptual framework development based on qualitative insights..
How strong is the evidence?: Evidence strength is rated Moderate effect, based on a 2023 journal from Public Management Review.
What should I do differently in my next project?: When designing a new public service or redesigning an existing one, map out how it addresses each of the four value dimensions (utilitarian, hedonistic, relational, epistemic) from the perspective of both practitioners and intended users.
What are the limitations?: The framework is based on practitioners' perceptions, which may not fully encompass the end-user experience or societal impact.