Conference article

The stakeholder map: A conversation tool for designing people-led public services

Fanny Giordano
Aalborg University Copenhagen

Nicola Morelli
Aalborg University Copenhagen

Amalia De Götzen
Aalborg University Copenhagen

Judith Hunziker
Aalborg University Copenhagen

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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 150:48, p. 582-597

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Published: 2018-07-05

ISBN: 978-91-7685-237-8

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


This paper discusses how the introduction of a service design approach inside public administration offices can help public servants to be more citizen-centred. In particular, the stakeholder map, a well-known tool in the service design community, has been investigated as a means to trigger conversation about roles and power distribution at key moments of a project while also paving the way for public institutions to adopt a people-centred approach. The argument draws on a case study in Geneva where a public institution dealing with migrants employed a design team in order to improve their service offering.


stakeholder map, conversation tool, public sector, social innovation


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