Participation frameworks in service design and delivery

Abstract

Participatory design has its roots in the design of technology systems and artifacts. Over the years the focus of PD has expanded to include the design of physical environments, technology infrastructures, community networks and services, including e-government, medical, and educational services. The particular interest in service design in part is a reflection of the relatively rapid rise in the global service economy. Today nearly two thirds of all economic activity in the developed countries derives from the service sector (e.g., healthcare, education, travel, entertainment) and employment in service industries is growing throughout the world. As products commoditize, businesses expand their service offerings to attract new customers. Organizations, be they commercial, non-profit or governmental, have realized that their success is tied to the ability to design and deliver services that are valued by their clients be they citizens, patients, students or customers.