Short answer
Adopt a co-design methodology that systematically gathers and integrates input from all stakeholders, using tools like repertory grids and process modelling, to ensure e-services meet diverse needs.
- Field
- User-Centred Design
- Source
- Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences (2017)
- Method
- Framework development and application
- Evidence
- Moderate effect
A structured co-design framework, incorporating techniques like repertory grids and BPMN, can systematically integrate diverse stakeholder needs into the e-service design process. This user-centred design research insight is drawn from a 2017 study published in Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences. Using Framework development and application, researchers explored how this design variable affects real-world outcomes. The key design takeaway: Adopt a co-design methodology that systematically gathers and integrates input from all stakeholders, using tools like repertory grids and process modelling, to ensure e-services meet diverse needs.
Co-design framework enhances G2C e-service design through active stakeholder involvement.
A structured co-design framework, incorporating techniques like repertory grids and BPMN, can systematically integrate diverse stakeholder needs into the e-service design process.
Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences · 2017
Key Findings
- 01The repertory grid technique is effective in uncovering design process constructs from diverse stakeholder groups.
- 02Integrating stakeholder constructs into an extended Double Diamond framework provides a user-centric theoretical basis for e-government service design.
- 03Operationalizing the framework with BPMN offers a systematic method for stakeholder collaboration in e-service design.
Application
Design takeaway
Adopt a co-design methodology that systematically gathers and integrates input from all stakeholders, using tools like repertory grids and process modelling, to ensure e-services meet diverse needs.
How to apply
When designing a new digital service, map out all potential stakeholder groups and plan structured workshops using techniques like repertory grids to understand their needs. Then, use a process modelling tool to visualize and refine the service flow based on this collective input.
Project actions
- 01Identify all potential user groups and stakeholders for your design project.
- 02Consider using qualitative research methods like interviews or focus groups to gather diverse perspectives.
- 03Think about how you can visually represent user needs and service processes to facilitate collaboration.
Method & Evidence
Variables
Strengths & Limitations
Strengths
- +Provides a structured and systematic approach to co-design.
- +Emphasizes the inclusion of diverse stakeholder perspectives.
- +Offers practical tools and methods for implementation.
Limitations
It can be challenging to recruit and manage participation from a truly diverse range of stakeholders. Time constraints may limit the depth of exploration with each group.
Reliability & validity
Reliability could be enhanced by using standardized repertory grid elicitation protocols and multiple coders for construct analysis. Validity is supported by the triangulation of data from different stakeholder groups and the operationalization of findings into a practical framework.
Think critically
To what extent can a single co-design framework be universally applied across different types of digital services and organizational contexts, or does it require significant adaptation?
Design Principles
"Involve all relevant stakeholders throughout the design process using structured elicitation and modelling techniques to ensure comprehensive and user-centric outcomes."
Effective e-service design requires understanding and addressing the varied perspectives of all involved parties, from end-users to service providers. Implementing a co-design approach ensures that the final service is not only functional but also meets the complex requirements of its ecosystem, leading to higher adoption and satisfaction.
What This Means for Your Design
When designing something for people to use, especially government services online, it's important to talk to everyone involved – the people using it, the people who help them use it, and the people who provide the service. This research shows a way to do that systematically so everyone's ideas are heard and used to make the service better.
How to use in your project
- 1.Reference this research when discussing your user research methodology, particularly if you employ co-design principles or involve multiple stakeholder groups in your design process.
- 2.Use the framework's stages (e.g., eliciting constructs, extending a design model, operationalizing) as a potential structure for your own design process documentation.
Add to My Project
Quick Cite
Paragraph starter
This design project adopted a co-design approach, drawing inspiration from research such as Bell and Nusir's (2017) work on enhancing G2C e-service design. Their framework highlights the importance of systematically involving diverse stakeholders, including end-users, intermediaries, and service providers, through techniques like repertory grids and process modelling (BPMN). This approach was instrumental in ensuring that the design considerations addressed the varied needs and perspectives essential for a successful digital service.
Source
Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences
Co-design for Government Service Stakeholders
journal · 2017
View sourceQuestions About This Research
- What does the research say about co-design framework enhances g2c e-service design through active stakeholder involvement?
- Adopt a co-design methodology that systematically gathers and integrates input from all stakeholders, using tools like repertory grids and process modelling, to ensure e-services meet diverse needs. Evidence: Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences (2017).
- Why does "Co-design framework enhances G2C e-service design through active stakeholder involvement." matter for design?
- Effective e-service design requires understanding and addressing the varied perspectives of all involved parties, from end-users to service providers. Implementing a co-design approach ensures that the final service is not only functional but also meets the complex requirements of its ecosystem, leading to higher adoption and satisfaction.
- How can designers apply this research?
- Adopt a co-design methodology that systematically gathers and integrates input from all stakeholders, using tools like repertory grids and process modelling, to ensure e-services meet diverse needs.
- What were the main findings?
- The repertory grid technique is effective in uncovering design process constructs from diverse stakeholder groups.. Integrating stakeholder constructs into an extended Double Diamond framework provides a user-centric theoretical basis for e-government service design.. Operationalizing the framework with BPMN offers a systematic method for stakeholder collaboration in e-service design.
- What research method was used?
- Framework development and application.
- How strong is the evidence?
- Evidence strength is rated Moderate effect, based on a 2017 journal from Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences.
- What should I do differently in my next project?
- When designing a new digital service, map out all potential stakeholder groups and plan structured workshops using techniques like repertory grids to understand their needs. Then, use a process modelling tool to visualize and refine the service flow based on this collective input.
- What are the limitations?
- The specific application of the framework to G2C e-services may require adaptation for other domains. The effectiveness of the framework's operationalization depends on the familiarity of stakeholders with BPMN.