Service Design Toolkit

What is it?

UserCentriCities has developed a web-based Service Design Toolkit to help cities and regions in the adoption of a user-centric approach at different stages of the design and delivery of digital public services. Including a set of methodologies, tools and tactics, the toolkit also offers cities and regions the possibility of sharing best practices fostering peer-to-peer support. Furthermore, it includes video commentaries by city developers offering practical examples of how these methods have already been implemented in their administrations.

In addition to the methods and tools utilised by the UserCentriCities' partners, the toolkit has been co-created in close collaboration with the Observatory of Public Sector Innovation (OPSI) Toolkit Navigator, a curated website developed by the Organisation for Economic Co-operation and Development (OECD) consisting of various tools and processes designed ad hoc for the public sector innovation. 

The toolkit is divided into three main categories:

  • Design thinking – building a user-centric development mindset. It includes handbooks for understanding the general idea behind design thinking and how to put user understanding at the heart of the development activities. This section is meant for people involved in public service development or anyone wanting to familiarise themselves with the basics of design thinking in the public sector. 
  • Service design methods. This section includes practical tools and methods that can be utilised in the design and development of user-centric services. These items have been selected from the OECD's OPSI Toolkit Navigator filtering especially the practices referred to the development of digital public services. 
  • How cities do it. In this section handbooks and methods developed and utilised by the UserCentriCities' partner cities and regions in their design of user-centric services are presented. You can also find commentary videos and stories by the city developers on how they put citizens at the centre of development.
service design toolkit card

Who is it for?

Architects - Designers - Engineers
National & Regional Authorities
Policy Makers - Green Deal

The service design toolkit is available to support local administrations' service designers in their services development process.

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