….. research and literature show that when you include people and you focus on experiences when you design a service, that service is more efficient, in the sense of to really understand where to put resources. … I'm not claiming that design is solving all the problems but those services that have a very intense connection with citizens, if you really try to understand the people’s needs and what are the experiences that you need to put in place to make something more seamless, that will have an impact in reducing costs.

 An example of that is GDS, Government Digital Services, here in the UK. The amount of money they have been able to save just focusing on user stories and user needs.

Nicolás Rebelledo

Nicolás Rebolledo is a strategic and service designer focused on the design and development of public service innovation processes. Lecturer in Service Design at the Royal College of Art, currently completing his PhD and leading the Design for Policy Platform. His research is about the role of design in public innovation, policy design, digital services and urban service systems with the purpose of understanding how design is used in public innovation processes and how it can impact both government transformation and the emergence of new service ecosystems. The Design for Policy Platform addresses the growing application of service design to not only transform public services delivered by government, third sector organisations and social enterprises but also the use of service design to develop policy.