The course will be divided in three modules related to the public service design process. The first module will focus on design concepts, methods and tools; the second on public policy of service design and implementation and third on smart urbanism and service design in the urban context. The course will be conducted through meetings and discussions with professionals; critical analysis of white papers related to design in the public sector; discussion on selected academic texts and case studies; methodological workshop, and participation in conferences and meetings related to selected projects of public services design and implementation.
Module I – Introduction to design process, methods and tools
This module lays the foundation for understanding public services through design thinking concept. Students will be introduced to ideas and principles of the design process and fundamental tools to. The first part of the module include introduction to the design concepts such as human-centered design, humanity centered-design, citizen-centric design; iteration process and AGILE management; co-design and co-creation. In the second part participants will be introduced to design process methods and tool, i.e. problem framing and agenda setting, creating personas, mind-mapping, journey-mapping, prototyping, ideation, storyboarding etc.
Module II – Design services for policy making
The second module focuses on applying service design principles to the policy-making process. Students will be introduced to the design approach in public policies and explore selected case studies of public service implementation. During this module, they will analyze design guidelines adopted in selected European countries. Particular attention will be given to the concepts of digitization, automation, and the integration of generative AI into public services.
Modul III – Smart urbanism and communal services
The final module introduces the concept of the smart city and solutionism, with focus on the role of policy narratives in the process of service design and implementation. During this module, students will examine selected case studies of communal and social policy smart services implemented in urban context. Particular attention will be given to the processes of participation and consultation, as well as the rights and roles of citizens in the co-design of public services.