Reflections on Collaborative Design

Lessons from Creating a Digital Public Service App

Abstract

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.