Exploring Design Thinking in the Public Sector: A case study on collaboration as a way to develop the Design Thinking mindset
Author
Jakobsen, Marie
Term
4. term
Education
Publication year
2024
Submitted on
2024-06-24
Pages
157
Abstract
This study examines the relevance of design thinking in public-sector organizations through a case study of Citizen Service Development (CSD) in Copenhagen Municipality. The goal is to explore the value a design thinking mindset can bring to a public entity that does not typically work with design. Here, design thinking is understood as a user-focused, collaborative, and test-driven approach to problem solving. Insights were gathered through interviews with expert designers, CSD employees, and the department manager, supported by general research, observations, and a survey. The findings showed limited internal coordination and collaboration within CSD. Because collaboration is central to design thinking, this gap was treated as an opportunity to encourage the mindset through more formal, structured collaborative initiatives. The study tested different prototypes—early, trial versions of solutions—within CSD's existing collaborative forums and, based on these tests, proposed three key initiatives: creating time for collaboration, creating space for collaboration, and creating a shared framework for talking about projects. The case also points out that the design thinking framework is fundamentally different from the municipality's project framework. Even so, the study concludes that the principles of a design thinking mindset are highly relevant to the public sector as a way to foster innovation and address increasingly complex challenges.
Dette studie undersøger, hvor relevant design thinking er i offentlige organisationer gennem et casestudie af Citizen Service Development (CSD) i Københavns Kommune. Målet er at udforske, hvilken værdi en design thinking-tilgang kan give en offentlig enhed, der ikke arbejder med design til daglig. Her forstås design thinking som en brugerdrevet, samarbejdsorienteret og afprøvende måde at løse problemer på. Indsigter blev indsamlet via interviews med erfarne designere, CSD-medarbejdere og afdelingslederen, suppleret af generel research, observationer og en spørgeskemaundersøgelse. Undersøgelsen pegede på manglende intern koordinering og samarbejde i CSD. Fordi samarbejde er centralt i design thinking, blev dette set som en mulighed for at styrke tankegangen gennem mere formaliserede samarbejdsinitiativer. Studiet afprøvede forskellige prototyper, det vil sige tidlige og midlertidige løsninger, i CSD's eksisterende samarbejdsfora og foreslog på den baggrund tre hovedgreb: skabe tid til samarbejde, skabe rum til samarbejde og etablere en fælles ramme for at tale om projekter. Casen peger samtidig på, at design thinking-rammen grundlæggende adskiller sig fra kommunens projekt-ramme. Alligevel viser studiet, at principperne i design thinking er meget relevante i det offentlige som en måde at fremme innovation og håndtere stadig mere komplekse udfordringer.
[This apstract has been rewritten with the help of AI based on the project's original abstract]
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