• Asta Schou Bertelsen
  • Ingibjörg Sigtryggsdóttir
4. term, Service Systems Design, Master (Master Programme)
Service Design is coming of age, and has entered the Public Sector. The Danish Public Sector is no exception, as both municipalities, healthcare and the tax authorities hire service designers, train their staff and try to adapt the methods and mindset. Service Design is regarded as a driver towards a more holistic, or end-to-end and surface-to-core view of the services across multiple public organisations that citizens expect at different stages in their lives. This holistic view fosters a more efficient outcome for the public sector, as well as for citizens as more people are able to get their job done with a positive user experience.

To investigate how the Danish Public Sector could practice Service Design, the authors of this Thesis collaborated with the Danish Tax Authorities; SKAT, on a design project aimed at learning more about the needs of danish resident who work abroad and how SKAT can accommodate those.

The design process was iterative, agile and stakeholder-centred; meaning that the needs of not only the user but a number of affected stakeholders was researched and incorporated.
The methods used were co-creation workshop, interviews with user journey mapping, participatory observation, questionnaires, sketching, prototyping and validating with users.

The outcome of the design project is a service proposition consisting of a digital web application named UT, and recommendations for a closer digital collaboration between the public authorities and countries involved. UT is presented as a Minimum Viable Product that aids Danish residents working in Norway, as well as a vision for scaling.

Based on the authors application of service design (designing a service proposition), desk research and discussions with service designers in the field, it is concluded by offering a set of recommendation on how service design can be practised within the danish public sector, and the tax authority in particular.

This Master Thesis is presented in two parts, the Process Report describes and discusses the design process undertaken by the authors. It is accompanied by a Presentation Report which presents the service proposition.

Keywords: Service Design, UX, Systems, Tax, SKAT, Stakeholder-centered
Publication date31 Jul 2017
Number of pages198
External collaboratorSKAT
Anne Dorte Erstad Jørgensen anne.dorte.erstad.joergensen@skat.dk
ID: 261165976