Design for experience - a public service design approach in the age of digitalization

This article contributes a novel approach to public service design in the age of digitalization. Termed 'design for experience', this approach builds on developments in the fields of digitalization, user experience, and service design, as well as the integration of the service ecosystem concept. 'Design for experience' aims to facilitate value propositions that support public service users to co-create value in their lifeworlds. Achieving this requires a multi-level approach because a user's value creation process is embedded in a multi-actor configuration and governed by institutions. A conceptual framework is offered, alongside guidance in applying the 'design for experience' approach.

Automated summary

This article presents a novel approach called 'design for experience' for public service design in the digital age, aiming to facilitate value propositions that enable public service users to co-create value in their lifeworlds. The approach requires a multi-level strategy due to the complexity of user value creation process embedded in a multi-actor configuration and governed by institutions. A conceptual framework and guidance for applying the 'design for experience' approach are provided.