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Design for experience: a public service design approach in the age of digitalization
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0002-2887-2463
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies (from 2013).ORCID iD: 0000-0002-4120-8823
2022 (English)In: Public Management Review, ISSN 1471-9037, E-ISSN 1471-9045, Vol. 24, no 8, p. 1251-1270Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Taylor & Francis, 2022. Vol. 24, no 8, p. 1251-1270
Keywords [en]
Service design, user experience, service ecosystem, digitalization, public service logic
National Category
Economics and Business
Research subject
Business Administration; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-83609DOI: 10.1080/14719037.2021.1899272ISI: 000627631700001Scopus ID: 2-s2.0-85102580765OAI: oai:DiVA.org:kau-83609DiVA, id: diva2:1543145
Available from: 2021-04-09 Created: 2021-04-09 Last updated: 2022-10-26Bibliographically approved

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Trischler, JakobWestman Trischler, Jessica

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Citation style
  • apa
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