Reflections on Collaborative Design
Lessons from Creating a Digital Public Service App
DOI:
https://doi.org/10.59490/dgo.2025.1044Keywords:
Digital Public Services, Collaborative Design, Lean Inception, Design Sprint, User Testing, PrototypingAbstract
Digital Transformation in public services requires a comprehensive understanding of the value creation to improve services and government operations. Designing digital public services is challenging, but Service Design methods can help achieve services that align with democratic values like accessibility, reliability, and a positive user experience. This article reports on the collaborative design of a mobile app for a regulatory agency in Brazil, using co-creation, co-design, and co-production methods through two workshop cycles. The first cycle, based on Lean Inception principles, defined the Minimum Viable Product (MVP), while the second cycle, utilizing Design Sprint techniques, refined and tested the MVP with citizens. Feedback from users and public servants is also shared, emphasizing the importance of involving citizens and government employees in developing public service solutions.
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Copyright (c) 2025 Elaine Venson, Julia de Souza, Sara Campos, Rejane Figueiredo, George Marsicano, Wander Pereira Silva
This work is licensed under a Creative Commons Attribution 4.0 International License.
