Au nom de l’usager: co-concevoir la relation au public dans une mairie

Burcu Ozdirlik () and Frédérique Pallez
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Burcu Ozdirlik: LAB'URBA - LAB'URBA - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12
Frédérique Pallez: CGS i3 - Centre de Gestion Scientifique i3 - Mines Paris - PSL (École nationale supérieure des mines de Paris) - PSL - Université Paris Sciences et Lettres - I3 - Institut interdisciplinaire de l’innovation - CNRS - Centre National de la Recherche Scientifique

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Abstract: The relation to users and its improvement are themes that have been much studied within the realm of public action. Different ways of transforming service relations have been explored during the last 25 years and, recently, the co-design of public services is presented as the solution. One of these approaches, « public innovation through design », promises to give users a central role within the design process. Who are these users, how are they represented within this process? How to qualify the results of this process as innovations? We show, through the study of one case study, that users are mostly absent from these processes and that the focus is on situations of use. Neither are these situations of use necessarily a result of the field study. The most innovative projects propose novel situations of use with new types of users. Does this mean that "real" users would be obstacles to public innovation?

Keywords: innovation; public service; design; user; co-design; service public; usager; co-conception (search for similar items in EconPapers)
Date: 2017
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Published in Sciences du Design, 2017, Design et Innovation publique, 5

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01484107

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