Conference article

Analysis on the utilization of co-design practices for developing consumer-oriented public service and policy focusing on the comparison with western countries and South Korea

Yoori Koo
Hongik University, South Korea

Hyeonseo Ahn
Hongik University, South Korea

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Published in: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy

Linköping Electronic Conference Proceedings 150:24, p. 281-297

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Published: 2018-07-05

ISBN: 978-91-7685-237-8

ISSN: 1650-3686 (print), 1650-3740 (online)


Service design methods have recently been applied to the areas of public services and policies development reflecting the needs of consumers. However, domestically, due to the lack of understanding of service design among many policy makers, service design is utilized as a piecemeal approach in practice. In that regard, this paper analyzes six cases using service design methodology in public service and policy development in Western countries and South Korea. The data relevant to each case was collected from desk-based secondary data and in-depth interviews. The analysis was focused on the use of co-design tools in each step of a co-design process relative to the levels of participants and the roles of designers. The analyzed cases showed the countries of the West utilized the co-design tools considering the understanding and active involvement of stakeholders, whereas domestic co-design tools were used without considering stakeholders, indicating a greater involvement of service designers in each step than that of consumers.


co-design process, co-creative tool, public service and policy development, role of service designers


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