Resume
Graduate Thesis
Design for Decisions
Thesis Project
Engaging the Public
Thesis Essay
Selected Work
Lifestyles|Lifecycles
Self-Portrait
Poster
Citizen Speaks
Design for
Service
Keepsake
Personalized Web Site
100 Best NOLA Dishes
Interactive
Visualization
Your Heart
Educational Exhibit
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The Pittsburgh Parking Authority’s website is a public service representative
of the customer model. We identify ourselves with a ticket number, and pay the ticket. This is more
efficient for both citizen and agency. Many of these services are or were considered “e-gov” services.
FixMyStreet is a public service representative of the owner model. On this
website UK citizens can request, review, and report on progress. Efforts like this that make
government data more readily available and support citizen input are part the Gov 2.0 movement.
Neighborhood watch programs are public services representative of the value model. Both citizens and
government contribute time and resources to affect change and improve quality of life to provide value
for the overall community. (Photo: flickr user TheTruthAbout…)
An adapted version of Smith and Huntsman’s value model shows design involvement. In this model,
participation in services is part of a broadened definition of investment, in which it is seen as a
contribution that provides value for government (not just citizens). The value model exemplifies the type of work being done by
designers looking to affect change in the public service realm. One example in this realm is RED’s work to
address the stress diabetes was placing on UK citizens. They developed a set of cards to help with
office dialogue, online tools and tracking devices to make progress visible, and a personal health coach service.
(Image: Jennie Winhall, “Designing New Public Services,” Carnegie Mellon Emergence 2006.)
Engaging the Public: Exploring Models
of Public Service and Design's Role
Graduate Thesis Essay
written at Carnegie Mellon University
Suguru Ishizki, Advisor
Interim presentation given January 2010
Final essay completed spring 2010
Many of society’s most complex problems—ranging from an aging population with increased
health needs, to strains on the economy, to environmental decline—exist in the public realm.
Public services developed to help solve these problems require high levels of citizen engagement
to achieve collective change. What is the current landscape of public service offerings and what
is design’s role in engaging citizens in these services? Increasingly pervasive technology and
heightened interest from both design and government communities make it an exciting time to
explore innovation in public service. As the challenges of public service are unique, so are the
opportunities. In this paper I examine the nature of public problems and identify design approaches
that aim to engage the public. I suggest that a value-centered model—one involving citizens and
government as engaged stakeholders in the design process—shows promise in addressing complex
public problems and is an approach to which design may offer important contributions.
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