This study aims to identify and map the problems of participatory processes in policymaking through a Service Design approach.
First, 50 semi-structured interviews were conducted with experts in the field of citizen participation. This was followed by a comparative analysis of how backstage and frontstage stakeholders perceived the identified problems. Secondly, a Service Blueprint model was proposed as a means of mapping the identified problems within the broader framework of a service experience of participation. Finally, a brainstorming session was held with the aim of proposing design solutions to the problems from a human-centred perspective.
Fifteen problems of participatory processes in policymaking were identified, and some differences were observed in the perception of these problems between the stakeholders responsible for designing and implementing the participatory processes (backstage stakeholders) and those who are called upon to participate (frontstage stakeholders). The problems were found to occur at different stages of the service and to affect different stakeholders. A number of design actions were proposed to help mitigate these problems from a human-centred approach. These included process improvements, digital opportunities, new technologies and staff training, among others.
Public managers, politicians and designers of participatory processes can use this study to design participatory processes based on the real needs and expectations of the different stakeholders involved.
This research adds to the literature on citizen participation and Service Design by shedding new light on the problems of participatory processes through a human-centred approach.
