Fast Track for Collaborative Solutions
A Methodology for Public Service Design Workshops Supported by LLMs
DOI:
https://doi.org/10.59490/dgo.2025.1061Keywords:
Service Design, Public Administration, Large Language Models (LLMs), Collaborative Methodologies, User-Centered DesignAbstract
Context: Innovation and agility are critical needs in the public administration, driving the development of methodologies that optimize collaborative processes. Goal: This study focuses on co-creating a digital solution for a Service Plan of Functions through a Service Design Workshop. We propose and apply a fast track for collaborative Solutions approach, integrating large language
models (LLMs) to streamline idea consolidation and facilitate consensus in service design workshops.
Method: We conducted a workshop aimed at rethinking an existing solution from the perspective of the service user. This involved defining personas, mapping the user journey, proposing functionalities, and aligning these functionalities with the journey stages.
Results: The proposed methodology significantly reduced execution time and enhanced the efficiency of service design processes involving large groups, without compromising decision quality. The study provides a detailed description of the methodology, the prompts employed, and the outcomes of a case study conducted in a Brazilian public-sector state-owned enterprise.
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Copyright (c) 2025 Wander Cleber Maria Pereira da Silva, Edna Dias Canedo, George Marsicano Correa, Henrique Gomes de Moura, Paula Emilyn Deodato Franco, Giovanna Galvão Novaes Santana, Rejane Maria da Costa Figueiredo
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