Public services’ design 2100-SPP-L-D4PSDE

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.

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.

Bason, Ch. & Robert D. Austin (2021): Design in the public sector: Toward a human centred model of public governance, Public Management Review, DOI: 10.1080/14719037.2021.1919186
Breaugh, Jessica, Maike Rackwitz, i Gerhard Hammerschmid. 2023. „Leadership and Institutional Design in Collaborative Government Digitalisation: Evidence from Belgium, Denmark, Estonia, Germany, and the UK”. Government Information Quarterly 40 (2): 101788. https://doi.org/10.1016/j.giq.2022.101788.
Capano, G., & Howlett, M. (2024). Calibration and specification in policy practice: Micro-dimensions of policy design. Policy Design and Practice, 7(2), 115–128. https://doi.org/10.1080/25741292.2024.2353929
Cardullo, Paolo, i Rob Kitchin. 2019. „Being a ‘Citizen’ in the Smart City: Up and down the Scaffold of Smart Citizen Participation in Dublin, Ireland”. GeoJournal 84 (1): 1–13. https://doi.org/10.1007/s10708-018-9845-8.
Kitchin, Rob. 2015. „Making sense of smart cities: addressing present shortcomings”. Cambridge Journal of Regions, Economy and Society 8 (1): 131–36. https://doi.org/10.1093/cjres/rsu027.
Lichand, G., de Paula Serdeira, A., & Rizardi, B. (2024). Behavioral insights for policy design: A new framework for understanding wicked social problems and designing policies for real citizens. Springer. https://doi.org/10.1007/978-3-031-33034-6
Papanek, V. (2019) Design for the Real World. Thames & Hudson
Trochymiak, M., Domaradzka, A. Berdys, M., Strzelecka, C. (2025). Narratives of smart urbanism and their role in digitalization of urban services in Poland. International Journal of Urban and Regional Research (upcoming)
Strokosch, K & Osborne, SP 2023, 'Design of services or designing for service? The application of design methodology in public service settings', Policy and Politics, vol. 51, no. 2, pp. 231-249. https://doi.org/10.1332/030557321X16750746455167
van Buuren A, Lewis JM, Peters BG eds.(2023) Policy-Making as Designing: The Added Value of Design Thinking for Public Administration and Public Policy. Bristol University Press
van Boeijen, A. Jaap Daalhuizen, J. Zijlstra (2020) Delft Design Guide - Perspectives, Models, Approaches, Methods. BISPublishers

Bason, Ch. & Robert D. Austin (2021): Design in the public sector: Toward a human centred model of public governance, Public Management Review, DOI: 10.1080/14719037.2021.1919186
Breaugh, Jessica, Maike Rackwitz, i Gerhard Hammerschmid. 2023. „Leadership and Institutional Design in Collaborative Government Digitalisation: Evidence from Belgium, Denmark, Estonia, Germany, and the UK”. Government Information Quarterly 40 (2): 101788. https://doi.org/10.1016/j.giq.2022.101788.
Capano, G., & Howlett, M. (2024). Calibration and specification in policy practice: Micro-dimensions of policy design. Policy Design and Practice, 7(2), 115–128. https://doi.org/10.1080/25741292.2024.2353929
Cardullo, Paolo, i Rob Kitchin. 2019. „Being a ‘Citizen’ in the Smart City: Up and down the Scaffold of Smart Citizen Participation in Dublin, Ireland”. GeoJournal 84 (1): 1–13. https://doi.org/10.1007/s10708-018-9845-8.
Kitchin, Rob. 2015. „Making sense of smart cities: addressing present shortcomings”. Cambridge Journal of Regions, Economy and Society 8 (1): 131–36. https://doi.org/10.1093/cjres/rsu027.
Lichand, G., de Paula Serdeira, A., & Rizardi, B. (2024). Behavioral insights for policy design: A new framework for understanding wicked social problems and designing policies for real citizens. Springer. https://doi.org/10.1007/978-3-031-33034-6
Papanek, V. (2019) Design for the Real World. Thames & Hudson
Trochymiak, M., Domaradzka, A. Berdys, M., Strzelecka, C. (2025). Narratives of smart urbanism and their role in digitalization of urban services in Poland. International Journal of Urban and Regional Research (upcoming)
Strokosch, K & Osborne, SP 2023, 'Design of services or designing for service? The application of design methodology in public service settings', Policy and Politics, vol. 51, no. 2, pp. 231-249. https://doi.org/10.1332/030557321X16750746455167
van Buuren A, Lewis JM, Peters BG eds.(2023) Policy-Making as Designing: The Added Value of Design Thinking for Public Administration and Public Policy. Bristol University Press
van Boeijen, A. Jaap Daalhuizen, J. Zijlstra (2020) Delft Design Guide - Perspectives, Models, Approaches, Methods. BISPublishers