Human-Centred Design in the Public Sector: Case Study on Designing a Traffic Congestion Payment System for the City of Munich
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Journal Title
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Volume Title
Perustieteiden korkeakoulu |
Master's thesis
Authors
Date
2021-10-18
Department
Major/Subject
Human-Computer Interaction and Design
Mcode
SCI3020
Degree programme
Master's Programme in ICT Innovation
Language
en
Pages
68 + 14
Series
Abstract
This thesis attempts to make a case for using human-centred design for the purpose of innovating within the public sector. First, an in-depth literature survey is conducted to identify the state-of-the-art, current trends and systems in place for using design in the public sector for the purpose of innovation. Capitalizing on the trend of collaboration between public sector organizations and designers, this thesis is done in collaboration with the city of Munich to solve a problem that affects Munich widely today- traffic congestion. The entire human-centred design process from user research, to iterative design and testing, is followed in order to identify user needs and design a product that relieves user pains and also adheres to the constraints of the problem owners. The human-centred methods used in this thesis include interviews, surveys, ideation workshops, landing page experiments, prototyping, and user testing. In order to understand the impact of collaborating with a designer, interviews are conducted with two actors- one from the city of Munich and one from a private sector partner. The main impact is reported to be the ability of human-centred processes to unearth insights in aspects that traditional problem solving had neglected so far. These aspects include a new way of implementing citizen participation and ensuring accountability and transparency about the expenditure of the congestion charge.Description
Supervisor
D'Andrea, VincenzoThesis advisor
Nieminen, MikaKeywords
public sector innovation, design thinking, service design, traffic congestion, product design, human-computer interaction