Stakeholder Interaction in the Redesign and Creation of Digital Public Services: a Service Design Approach
Resumo
Organizations have been seeking to adopt new work practices to become more flexible, adaptable, and quick in their responses to societal expectations. For the Transformation of Public Services, some of these new practices include Agile Governance for management, agile principles and methods, and the use of Service Design (SD) as a human-centered approach, employing co-design and co-creation. SD has been developed and improved in various areas and contexts; however, its adoption in the Human-Computer Interaction (HCI) field is still in its early stages. This work aims to contribute to the HCI field by presenting the use of SD in three projects of a Brazilian government body, from the strategic level to the reflection of solutions, using collaborative approaches, methods, and techniques. The inherent principles of SD that influenced stakeholder interaction and the design of digital services are presented and discussed. The results obtained show that SD makes it possible to promote more intuitive, efficient, and citizen-centered experiences, while also aligning with the needs of the body's stakeholders. Due to its holistic view, SD allows HCI professionals to consider not only the interaction itself but also the entire service context in which it occurs, ensuring that digital solutions are designed within a broader context, encompassing the problems, needs, and expectations of those involved and the citizens.
Palavras-chave:
Service Design, Co-design, Co-creation, Public Service Digital Transformation
Referências
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Stuart Cockbill, Val Mitchell, Virpi Roto, Jung-Joo Lee, Effie Lai-Chong Law, and John Zimmerman. 2022. Introduction to Service Design for UX Designers. In CHI Conference on Human Factors in Computing Systems Extended Abstracts. ACM, New Orleans LA USA, 1–3. DOI: 10.1145/3491101.3503762
Luh Putu Regita Septa Dewi and Ida Bagus Raka Suardana. 2023. Reflections of agile governance in public services in the digital age. Publisia: Jurnal Ilmu Administrasi Publik 8, 1 (July 2023), 84–90. DOI: 10.26905/pjiap.v8i1.9154
Rejane Figueiredo, Glauco V. Pedrosa, John L. C. Gardenghi, Elaine Venson, Marcelo O. Judice, Andrea C. B. Judice, Flavio F. Costa, Wander M. P. da Silva, and George Marsicano. 2024. Co-design and Co-creation in Digital Public Services: A Service Design Approach. In Anais do XII Workshop de Computação Aplicada em Governo Eletrônico (WCGE 2024) (WCGE 2024). Sociedade Brasileira de Computação. DOI: 10.5753/wcge.2024.2505
Mario Giraldo, Orietha Rodríguez, Oscar-Naranjo Del Guidice, and Mark-Michael Betts. 2024. Facilitators and hinderers for designing augmented reality for ecotourism SME’s experiences: A service Design approach. Heliyon 10, 2 (Jan. 2024), e24124. DOI: 10.1016/j.heliyon.2024.e24124
Udo Rainer Gottlieb, Amanda Beatson, Marianella Chamorro-Koc, and Brett Camilleri. 2022. Co-creation through non-dyadic service experiences using service design. Heliyon 8, 8 (Aug. 2022), e10318. DOI: 10.1016/j.heliyon.2022.e10318
Bob Hinings, Thomas Gegenhuber, and Royston Greenwood. 2018. Digital innovation and transformation: An institutional perspective. Information and Organization 28, 1 (March 2018), 52–61. DOI: 10.1016/j.infoandorg.2018.02.004
Sounman Hong and Sanghyun Lee. 2018. Adaptive governance and decentralization: Evidence from regulation of the sharing economy in multi-level governance. Government Information Quarterly 35, 2 (April 2018), 299–305. DOI: 10.1016/j.giq.2017.08.002
Ion Iriarte, Maya Hoveskog, Hien Nguyen Ngoc, Iker Legarda, Maitane Uranga, Maite Nazabal, and Ariane Atxa. 2023. Service design for digital servitization: Facilitating manufacturers’ advanced services value proposition design in thecontext of Industry 4.0. Industrial Marketing Management 110 (April 2023), 96–116. DOI: 10.1016/j.indmarman.2023.02.015
Marijn Janssen and Haiko Van Der Voort. 2020. Agile and adaptive governance in crisis response: Lessons from the COVID-19 pandemic. International Journal of Information Management 55 (Dec. 2020), 102180. DOI: 10.1016/j.ijinfomgt.2020.102180
Harry Katzan, Jr. 2011. Essentials Of Service Design. Journal of Service Science (JSS) 4, 2 (Nov. 2011), 43–60. DOI: 10.19030/jss.v4i2.6644
Jung-Joo Lee, Christine Ee Ling Yap, and Virpi Roto. 2022. How HCI Adopts Service Design: Unpacking current perceptions and scopes of service design in HCI and identifying future opportunities. In CHI Conference on Human Factors in Computing Systems. ACM, New Orleans LA USA, 1–14. DOI: 10.1145/3491102.3502128
George Marsicano, Edna Dias Canedo, Glauco V. Pedrosa, Cristiane S. Ramos, and Rejane M. da C. Figueiredo. 2024. Digital Transformation of Public Services in a Startup-Based Environment: Job Perceptions, Relationships, Potentialities and Restrictions. JUCS Journal of Universal Computer Science 30, 6 (June 2024), 720–757. DOI: 10.3897/jucs.106979
Ines Mergel. 2023. Social affordances of agile governance. Public Administration Review (Dec. 2023), puar.13787. DOI: 10.1111/puar.13787
Ines Mergel, Sukumar Ganapati, and Andrew B. Whitford. 2021. Agile: A New Way of Governing. Public Administration Review 81, 1 (Jan. 2021), 161–165. DOI: 10.1111/puar.13202
Ines Mergel, Yiwei Gong, and John Bertot. 2018. Agile government: Systematic literature review and future research. Government Information Quarterly 35, 2 (April 2018), 291–298. DOI: 10.1016/j.giq.2018.04.003
Stephen P. Osborne. 2018. From public service-dominant logic to public service logic: are public service organizations capable of co-production and value cocreation? Public Management Review 20, 2 (Feb. 2018), 225–231. DOI: 10.1080/14719037.2017.1350461 Publisher: Routledge.
Stephen P. Osborne, Madeline Powell, Tie Cui, and Kirsty Strokosch. 2022. Value Creation in the Public Service Ecosystem: An Integrative Framework. Public Administration Review 82, 4 (July 2022), 634–645. DOI: 10.1111/puar.13474
Stephen P Osborne, Zoe Radnor, and Kirsty Strokosch. 2016. Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? Public Management Review 18, 5 (May 2016), 639–653. DOI: 10.1080/14719037.2015.1111927
Lia Patrício, Jorge Grenha Teixeira, and Josina Vink. 2019. A service design approach to healthcare innovation: from decision-making to sense-making and institutional change. AMS Review 9, 1-2 (June 2019), 115–120. DOI: 10.1007/s13162-019-00138-8
Adrian F. Payne, Kaj Storbacka, and Pennie Frow. 2008. Managing the co-creation of value. Journal of the Academy of Marketing Science 36, 1 (March 2008), 83–96. DOI: 10.1007/s11747-007-0070-0
Virpi Roto, Jung-Joo Lee, Effie Lai-Chong Law, and John Zimmerman. 2021. The Overlaps and Boundaries Between Service Design and User Experience Design. In Designing Interactive Systems Conference 2021. ACM, Virtual Event USA, 1915–1926. DOI: 10.1145/3461778.3462058
Virpi Roto, Jung-Joo Lee, Tuuli Mattelmäki, and John Zimmerman. 2018. Experience Design meets Service Design: Method Clash or Marriage?. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems. ACM, Montreal QC Canada, 1–6. DOI: 10.1145/3170427.3170626
Virpi Roto, Val Mitchell, Stuart Cockbill, Jung-Joo Lee, Effie Lai-Chong Law, and John Zimmerman. 2021. Introduction to Service Design for UX Designers. In Extended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems. ACM, Yokohama Japan, 1–3. DOI: 10.1145/3411763.3444999
Per Runeson, Martin Höst, Austen Rainer, and Björn Regnell. 2012. Case Study Research in Software Engineering: Guidelines and Examples. John Wiley & Sons, Inc., Hoboken, NJ, USA. DOI: 10.1002/9781118181034
Elizabeth B.-N. Sanders and Pieter Jan Stappers. 2008. Co-creation and the new landscapes of design. CoDesign 4, 1 (2008), 5–18. DOI: 10.1080/15710880701875068
Ada Scupola and Ines Mergel. 2022. Co-production in digital transformation of public administration and public value creation: The case of Denmark. Government Information Quarterly 39, 1 (Jan. 2022), 101650. DOI: 10.1016/j.giq.2021.101650
Ralf-Martin Soe and Wolfgang Drechsler. 2018. Agile local governments: Experimentation before implementation. Government Information Quarterly 35, 2 (April 2018), 323–335. DOI: 10.1016/j.giq.2017.11.010
Marc Stickdorn, Markus Hormess, Adam Lawrence, and Jakob Schneider. 2018. This Is Service Design Doing: Applying Service Design Thinking in the Real World (1ª edição ed.). O’Reilly Media.
Sascha Struwe and Dmitrij Slepniov. 2021. Conflict by design and why institutions matter in service design: A case of a German Creative Agency in China. Journal of Business Research 130 (June 2021), 124–136. DOI: 10.1016/j.jbusres.2021.03.035
Kayhan Tajeddini, Thilini Chathurika Gamage, Javad Tajdini, Waseem Ul Hameed, and Omid Tajeddini. 2024. Exploring the effects of service innovation ambidexterity on service design in the tourism and hospitality industry. International Journal of Hospitality Management 119 (May 2024), 103730. DOI: 10.1016/j.ijhm.2024.103730
Jorge Grenha Teixeira, Lia Patrício, and Tuure Tuunanen. 2019. Advancing service design research with design science research. Journal of Service Management 30, 5 (Jan. 2019), 577–592. DOI: 10.1108/JOSM-05-2019-0131 Publisher: Emerald Publishing Limited.
Jakob Trischler, Timo Dietrich, and Sharyn Rundle-Thiele. 2019. Co-design: from expertto user-driven ideas in public service design. Public Management Review 21, 11 (Nov. 2019), 1595–1619. DOI: 10.1080/14719037.2019.1619810
Jakob Trischler and Donald Robert Scott. 2016. Designing Public Services: The usefulness of three service design methods for identifying user experiences. Public Management Review 18, 5 (May 2016), 718–739. DOI: 10.1080/14719037.2015.1028017
Jakob Trischler and Jessica Westman Trischler. 2022. Design for experience – a public service design approach in the age of digitalization. Public Management Review 24, 8 (Aug. 2022), 1251–1270. DOI: 10.1080/14719037.2021.1899272 Publisher: Routledge.
Stephen L. Vargo and Robert F. Lusch. 2004. Evolving to a New Dominant Logic for Marketing. Journal of Marketing 68, 1 (Jan. 2004), 1–17. DOI: 10.1509/jmkg.68.1.1.24036
Stephen L. Vargo and Robert F. Lusch. 2016. Institutions and axioms: an extension and update of service-dominant logic. Journal of the Academy of Marketing Science 44, 1 (Jan. 2016), 5–23. DOI: 10.1007/s11747-015-0456-3
Elaine Venson, Rejane Maria da Costa Figueiredo, and Edna Dias Canedo. 2024. Leveraging a startup-based approach for digital transformation in the public sector: A case study of Brazil’s startup gov.br program. Government Information Quarterly 41, 3 (Sept. 2024), 101943. DOI: 10.1016/j.giq.2024.101943
Qian Yang. 2024. The Future of HCI-Policy Collaboration. (2024).
Christine Ee Ling Yap, Jung-Joo Lee, and Virpi Roto. 2021. How HCI Interprets Service Design: A Systematic Literature Review. In Human-Computer Interaction – INTERACT 2021, Carmelo Ardito, Rosa Lanzilotti, Alessio Malizia, Helen Petrie, Antonio Piccinno, Giuseppe Desolda, and Kori Inkpen (Eds.). Vol. 12933. Springer International Publishing, Cham, 259–280. DOI: 10.1007/978-3-03085616-8_16 Series Title: Lecture Notes in Computer Science.
Robert K. Yin. 2013. Case Study Research (International Student Edition): Design and Methods. SAGE Publications. Google-Books-ID: EoqmmQEACAAJ.
aisy Yoo, Anya Ernest, Sofia Serholt, Eva Eriksson, and Peter Dalsgaard. 2019. Service Design in HCI Research: The Extended Value Co-creation Model. In Proceedings of the Halfway to the Future Symposium 2019. ACM, Nottingham United Kingdom, 1–8. DOI: 10.1145/3363384.3363401
Eun Yu. 2020. Toward an Integrative Service Design Framework and FutureAgendas. Design Issues 36, 2 (April 2020), 41–57. DOI: 10.1162/desi_a_00589
Agência Nacional de Aviação Civil (ANAC). 2024. Plano Diretor de Tecnologia da Informação e Comunicação (PDTIC). [link]
Amir Cahn, David Katz, Andrea Ghermandi, and Peter Prevos. 2023. Initiating data-as-a-service adoption in water utilities: A service design approach. Utilities Policy 84 (Oct. 2023), 101656. DOI: 10.1016/j.jup.2023.101656
Stuart Cockbill, Val Mitchell, Virpi Roto, Jung-Joo Lee, Effie Lai-Chong Law, and John Zimmerman. 2022. Introduction to Service Design for UX Designers. In CHI Conference on Human Factors in Computing Systems Extended Abstracts. ACM, New Orleans LA USA, 1–3. DOI: 10.1145/3491101.3503762
Luh Putu Regita Septa Dewi and Ida Bagus Raka Suardana. 2023. Reflections of agile governance in public services in the digital age. Publisia: Jurnal Ilmu Administrasi Publik 8, 1 (July 2023), 84–90. DOI: 10.26905/pjiap.v8i1.9154
Rejane Figueiredo, Glauco V. Pedrosa, John L. C. Gardenghi, Elaine Venson, Marcelo O. Judice, Andrea C. B. Judice, Flavio F. Costa, Wander M. P. da Silva, and George Marsicano. 2024. Co-design and Co-creation in Digital Public Services: A Service Design Approach. In Anais do XII Workshop de Computação Aplicada em Governo Eletrônico (WCGE 2024) (WCGE 2024). Sociedade Brasileira de Computação. DOI: 10.5753/wcge.2024.2505
Mario Giraldo, Orietha Rodríguez, Oscar-Naranjo Del Guidice, and Mark-Michael Betts. 2024. Facilitators and hinderers for designing augmented reality for ecotourism SME’s experiences: A service Design approach. Heliyon 10, 2 (Jan. 2024), e24124. DOI: 10.1016/j.heliyon.2024.e24124
Udo Rainer Gottlieb, Amanda Beatson, Marianella Chamorro-Koc, and Brett Camilleri. 2022. Co-creation through non-dyadic service experiences using service design. Heliyon 8, 8 (Aug. 2022), e10318. DOI: 10.1016/j.heliyon.2022.e10318
Bob Hinings, Thomas Gegenhuber, and Royston Greenwood. 2018. Digital innovation and transformation: An institutional perspective. Information and Organization 28, 1 (March 2018), 52–61. DOI: 10.1016/j.infoandorg.2018.02.004
Sounman Hong and Sanghyun Lee. 2018. Adaptive governance and decentralization: Evidence from regulation of the sharing economy in multi-level governance. Government Information Quarterly 35, 2 (April 2018), 299–305. DOI: 10.1016/j.giq.2017.08.002
Ion Iriarte, Maya Hoveskog, Hien Nguyen Ngoc, Iker Legarda, Maitane Uranga, Maite Nazabal, and Ariane Atxa. 2023. Service design for digital servitization: Facilitating manufacturers’ advanced services value proposition design in thecontext of Industry 4.0. Industrial Marketing Management 110 (April 2023), 96–116. DOI: 10.1016/j.indmarman.2023.02.015
Marijn Janssen and Haiko Van Der Voort. 2020. Agile and adaptive governance in crisis response: Lessons from the COVID-19 pandemic. International Journal of Information Management 55 (Dec. 2020), 102180. DOI: 10.1016/j.ijinfomgt.2020.102180
Harry Katzan, Jr. 2011. Essentials Of Service Design. Journal of Service Science (JSS) 4, 2 (Nov. 2011), 43–60. DOI: 10.19030/jss.v4i2.6644
Jung-Joo Lee, Christine Ee Ling Yap, and Virpi Roto. 2022. How HCI Adopts Service Design: Unpacking current perceptions and scopes of service design in HCI and identifying future opportunities. In CHI Conference on Human Factors in Computing Systems. ACM, New Orleans LA USA, 1–14. DOI: 10.1145/3491102.3502128
George Marsicano, Edna Dias Canedo, Glauco V. Pedrosa, Cristiane S. Ramos, and Rejane M. da C. Figueiredo. 2024. Digital Transformation of Public Services in a Startup-Based Environment: Job Perceptions, Relationships, Potentialities and Restrictions. JUCS Journal of Universal Computer Science 30, 6 (June 2024), 720–757. DOI: 10.3897/jucs.106979
Ines Mergel. 2023. Social affordances of agile governance. Public Administration Review (Dec. 2023), puar.13787. DOI: 10.1111/puar.13787
Ines Mergel, Sukumar Ganapati, and Andrew B. Whitford. 2021. Agile: A New Way of Governing. Public Administration Review 81, 1 (Jan. 2021), 161–165. DOI: 10.1111/puar.13202
Ines Mergel, Yiwei Gong, and John Bertot. 2018. Agile government: Systematic literature review and future research. Government Information Quarterly 35, 2 (April 2018), 291–298. DOI: 10.1016/j.giq.2018.04.003
Stephen P. Osborne. 2018. From public service-dominant logic to public service logic: are public service organizations capable of co-production and value cocreation? Public Management Review 20, 2 (Feb. 2018), 225–231. DOI: 10.1080/14719037.2017.1350461 Publisher: Routledge.
Stephen P. Osborne, Madeline Powell, Tie Cui, and Kirsty Strokosch. 2022. Value Creation in the Public Service Ecosystem: An Integrative Framework. Public Administration Review 82, 4 (July 2022), 634–645. DOI: 10.1111/puar.13474
Stephen P Osborne, Zoe Radnor, and Kirsty Strokosch. 2016. Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? Public Management Review 18, 5 (May 2016), 639–653. DOI: 10.1080/14719037.2015.1111927
Lia Patrício, Jorge Grenha Teixeira, and Josina Vink. 2019. A service design approach to healthcare innovation: from decision-making to sense-making and institutional change. AMS Review 9, 1-2 (June 2019), 115–120. DOI: 10.1007/s13162-019-00138-8
Adrian F. Payne, Kaj Storbacka, and Pennie Frow. 2008. Managing the co-creation of value. Journal of the Academy of Marketing Science 36, 1 (March 2008), 83–96. DOI: 10.1007/s11747-007-0070-0
Virpi Roto, Jung-Joo Lee, Effie Lai-Chong Law, and John Zimmerman. 2021. The Overlaps and Boundaries Between Service Design and User Experience Design. In Designing Interactive Systems Conference 2021. ACM, Virtual Event USA, 1915–1926. DOI: 10.1145/3461778.3462058
Virpi Roto, Jung-Joo Lee, Tuuli Mattelmäki, and John Zimmerman. 2018. Experience Design meets Service Design: Method Clash or Marriage?. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems. ACM, Montreal QC Canada, 1–6. DOI: 10.1145/3170427.3170626
Virpi Roto, Val Mitchell, Stuart Cockbill, Jung-Joo Lee, Effie Lai-Chong Law, and John Zimmerman. 2021. Introduction to Service Design for UX Designers. In Extended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems. ACM, Yokohama Japan, 1–3. DOI: 10.1145/3411763.3444999
Per Runeson, Martin Höst, Austen Rainer, and Björn Regnell. 2012. Case Study Research in Software Engineering: Guidelines and Examples. John Wiley & Sons, Inc., Hoboken, NJ, USA. DOI: 10.1002/9781118181034
Elizabeth B.-N. Sanders and Pieter Jan Stappers. 2008. Co-creation and the new landscapes of design. CoDesign 4, 1 (2008), 5–18. DOI: 10.1080/15710880701875068
Ada Scupola and Ines Mergel. 2022. Co-production in digital transformation of public administration and public value creation: The case of Denmark. Government Information Quarterly 39, 1 (Jan. 2022), 101650. DOI: 10.1016/j.giq.2021.101650
Ralf-Martin Soe and Wolfgang Drechsler. 2018. Agile local governments: Experimentation before implementation. Government Information Quarterly 35, 2 (April 2018), 323–335. DOI: 10.1016/j.giq.2017.11.010
Marc Stickdorn, Markus Hormess, Adam Lawrence, and Jakob Schneider. 2018. This Is Service Design Doing: Applying Service Design Thinking in the Real World (1ª edição ed.). O’Reilly Media.
Sascha Struwe and Dmitrij Slepniov. 2021. Conflict by design and why institutions matter in service design: A case of a German Creative Agency in China. Journal of Business Research 130 (June 2021), 124–136. DOI: 10.1016/j.jbusres.2021.03.035
Kayhan Tajeddini, Thilini Chathurika Gamage, Javad Tajdini, Waseem Ul Hameed, and Omid Tajeddini. 2024. Exploring the effects of service innovation ambidexterity on service design in the tourism and hospitality industry. International Journal of Hospitality Management 119 (May 2024), 103730. DOI: 10.1016/j.ijhm.2024.103730
Jorge Grenha Teixeira, Lia Patrício, and Tuure Tuunanen. 2019. Advancing service design research with design science research. Journal of Service Management 30, 5 (Jan. 2019), 577–592. DOI: 10.1108/JOSM-05-2019-0131 Publisher: Emerald Publishing Limited.
Jakob Trischler, Timo Dietrich, and Sharyn Rundle-Thiele. 2019. Co-design: from expertto user-driven ideas in public service design. Public Management Review 21, 11 (Nov. 2019), 1595–1619. DOI: 10.1080/14719037.2019.1619810
Jakob Trischler and Donald Robert Scott. 2016. Designing Public Services: The usefulness of three service design methods for identifying user experiences. Public Management Review 18, 5 (May 2016), 718–739. DOI: 10.1080/14719037.2015.1028017
Jakob Trischler and Jessica Westman Trischler. 2022. Design for experience – a public service design approach in the age of digitalization. Public Management Review 24, 8 (Aug. 2022), 1251–1270. DOI: 10.1080/14719037.2021.1899272 Publisher: Routledge.
Stephen L. Vargo and Robert F. Lusch. 2004. Evolving to a New Dominant Logic for Marketing. Journal of Marketing 68, 1 (Jan. 2004), 1–17. DOI: 10.1509/jmkg.68.1.1.24036
Stephen L. Vargo and Robert F. Lusch. 2016. Institutions and axioms: an extension and update of service-dominant logic. Journal of the Academy of Marketing Science 44, 1 (Jan. 2016), 5–23. DOI: 10.1007/s11747-015-0456-3
Elaine Venson, Rejane Maria da Costa Figueiredo, and Edna Dias Canedo. 2024. Leveraging a startup-based approach for digital transformation in the public sector: A case study of Brazil’s startup gov.br program. Government Information Quarterly 41, 3 (Sept. 2024), 101943. DOI: 10.1016/j.giq.2024.101943
Qian Yang. 2024. The Future of HCI-Policy Collaboration. (2024).
Christine Ee Ling Yap, Jung-Joo Lee, and Virpi Roto. 2021. How HCI Interprets Service Design: A Systematic Literature Review. In Human-Computer Interaction – INTERACT 2021, Carmelo Ardito, Rosa Lanzilotti, Alessio Malizia, Helen Petrie, Antonio Piccinno, Giuseppe Desolda, and Kori Inkpen (Eds.). Vol. 12933. Springer International Publishing, Cham, 259–280. DOI: 10.1007/978-3-03085616-8_16 Series Title: Lecture Notes in Computer Science.
Robert K. Yin. 2013. Case Study Research (International Student Edition): Design and Methods. SAGE Publications. Google-Books-ID: EoqmmQEACAAJ.
aisy Yoo, Anya Ernest, Sofia Serholt, Eva Eriksson, and Peter Dalsgaard. 2019. Service Design in HCI Research: The Extended Value Co-creation Model. In Proceedings of the Halfway to the Future Symposium 2019. ACM, Nottingham United Kingdom, 1–8. DOI: 10.1145/3363384.3363401
Eun Yu. 2020. Toward an Integrative Service Design Framework and FutureAgendas. Design Issues 36, 2 (April 2020), 41–57. DOI: 10.1162/desi_a_00589
Publicado
07/11/2024
Como Citar
FIGUEIREDO, Rejane; VENSON, Elaine; PEDROSA, Glauco; GARDENGHI, John; JUDICE, Marcelo; JUDICE, Andrea; COSTA, Flavio.
Stakeholder Interaction in the Redesign and Creation of Digital Public Services: a Service Design Approach. In: SIMPÓSIO BRASILEIRO SOBRE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 23. , 2024, Brasília/DF.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2024
.
p. 819-832.
