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Better service design for greater civic engagement

Research output: Contribution to Journal/Magazine › Journal article › peer-review

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Better service design for greater civic engagement. / Lam, Busayawan; Chen, Yu Ping; Whittle, Jon et al.
In: The Design Journal, Vol. 18, No. 1, 03.2015, p. 31-55.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Lam, B, Chen, YP, Whittle, J, Binner, J & Lawlor-Wright, T 2015, 'Better service design for greater civic engagement', The Design Journal, vol. 18, no. 1, pp. 31-55. https://doi.org/10.2752/175630615X14135446523224

APA

Lam, B., Chen, Y. P., Whittle, J., Binner, J., & Lawlor-Wright, T. (2015). Better service design for greater civic engagement. The Design Journal, 18(1), 31-55. https://doi.org/10.2752/175630615X14135446523224

Vancouver

Lam B, Chen YP, Whittle J, Binner J, Lawlor-Wright T. Better service design for greater civic engagement. The Design Journal. 2015 Mar;18(1):31-55. doi: 10.2752/175630615X14135446523224

Author

Lam, Busayawan ; Chen, Yu Ping ; Whittle, Jon et al. / Better service design for greater civic engagement. In: The Design Journal. 2015 ; Vol. 18, No. 1. pp. 31-55.

Bibtex

@article{fb11c944eeb3403dadf5a71bf396f452,
title = "Better service design for greater civic engagement",
abstract = "Generally, people have a good understanding of their local areas. Hence, encouraging them to share this tacit knowledge with local authorities, urban designers and city planners could help improve the quality of public space design significantly. However, persuading people to share their concerns/ideas about their areas, especially through a digital platform, presents a real challenge. One of the main barriers is a lack of trust in the public feedback system. Thus, this research investigates relationships between online trust and service design in order to provide a guideline on how to design the feedback system that addresses users' practical and emotional requirements. A mixed-methods approach was employed to identify key factors affecting online trust and their implications on service design. Six key factors affecting online trust were identified and combined to form a basis for service design guidelines. The outcomes show that service design can support all components required to build trust.",
keywords = "service design, online trust, public feedback system, ONLINE TRUST",
author = "Busayawan Lam and Chen, {Yu Ping} and Jon Whittle and Jane Binner and Therese Lawlor-Wright",
year = "2015",
month = mar,
doi = "10.2752/175630615X14135446523224",
language = "English",
volume = "18",
pages = "31--55",
journal = "The Design Journal",
issn = "1460-6925",
publisher = "ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD",
number = "1",

}

RIS

TY - JOUR

T1 - Better service design for greater civic engagement

AU - Lam, Busayawan

AU - Chen, Yu Ping

AU - Whittle, Jon

AU - Binner, Jane

AU - Lawlor-Wright, Therese

PY - 2015/3

Y1 - 2015/3

N2 - Generally, people have a good understanding of their local areas. Hence, encouraging them to share this tacit knowledge with local authorities, urban designers and city planners could help improve the quality of public space design significantly. However, persuading people to share their concerns/ideas about their areas, especially through a digital platform, presents a real challenge. One of the main barriers is a lack of trust in the public feedback system. Thus, this research investigates relationships between online trust and service design in order to provide a guideline on how to design the feedback system that addresses users' practical and emotional requirements. A mixed-methods approach was employed to identify key factors affecting online trust and their implications on service design. Six key factors affecting online trust were identified and combined to form a basis for service design guidelines. The outcomes show that service design can support all components required to build trust.

AB - Generally, people have a good understanding of their local areas. Hence, encouraging them to share this tacit knowledge with local authorities, urban designers and city planners could help improve the quality of public space design significantly. However, persuading people to share their concerns/ideas about their areas, especially through a digital platform, presents a real challenge. One of the main barriers is a lack of trust in the public feedback system. Thus, this research investigates relationships between online trust and service design in order to provide a guideline on how to design the feedback system that addresses users' practical and emotional requirements. A mixed-methods approach was employed to identify key factors affecting online trust and their implications on service design. Six key factors affecting online trust were identified and combined to form a basis for service design guidelines. The outcomes show that service design can support all components required to build trust.

KW - service design

KW - online trust

KW - public feedback system

KW - ONLINE TRUST

U2 - 10.2752/175630615X14135446523224

DO - 10.2752/175630615X14135446523224

M3 - Journal article

VL - 18

SP - 31

EP - 55

JO - The Design Journal

JF - The Design Journal

SN - 1460-6925

IS - 1

ER -