Conference Agenda

The shift from analogue to digital-first government service delivery positions design as a central gatekeeper of welfare access and civic recognition. However, these systems frequently act upon blanket assumptions regarding trust, digital literacy, and engagement, inadvertently marginalizing the most vulnerable of society. This paper examines how digital welfare interfaces produce forms of non-response, interpreted both as user disengagement and systemic erasure. Grounded in a qualitative, design-led study with marginalized young adults in Ireland’s Youthreach programme, alongside the perspectives of frontline support and service providers. The study documents how these users navigate and resist platforms that presume universal digital competence. Their experienced ambivalence exposes the limitations of public-sector digital transformations, driven primarily by efficiency. In response, the paper advocates integrating an ethics of care and attentiveness into design practice. This approach would treat non-participation and uncertainty as meaningful data. Thus, fostering the development of more human, trustworthy, and inclusive digital systems.

The implementation of e-participation platforms in policymaking has removed spatial and temporal barriers to citizen engagement; however, digitalisation also introduces new challenges which undermine democratic values and risk participation outcomes becoming symbolic and superficial. In this paper, we conducted a narrative literature review and examined barriers in e-participation through the framework of narrow and broad sense tokenism. Through a theoretical discussion, we position participatory design (PD) as a steward in addressing tokenistic participation, focusing on PD’s notion of creating carefully designed participation ‘spaces’ and ‘approaches’ that foster more democratic, deliberative, and inclusive forms of digital participation, thereby countering tokenistic tendencies.

Applying participatory design in the public sector is both challenged and fuelled by the diversity and dynamism of changing populations, particularly with institutions looking to engage and integrate their migrant residents. We examine the capabilities of Participatory Design (PD) in a Finnish municipality, providing empirical evidence of the frictions and constraints of institutioning efforts towards equitable participation. Through the lens of institutioning, we analyse the political and social nature of institutional participatory approaches by the municipality. By engaging NGOs as civic intermediaries in between migrants and the public sector, we unpack the metacultural discourses, institutional strategies and policies that may promote or hinder participatory efforts by the city. Analysing the frictions in institutioning participation, we posit learnings for how PD practitioners can understand and mitigate the related challenges.

Human-Centred Design (HCD) is increasingly proposed as a way to align government policies and services with citizens’ needs and capabilities. However, embedding HCD in everyday government practice remains challenging. This paper reports on a 2.5-year longitudinal action research study within the CGDC programme, where eight national agencies jointly redesigned debt-repayment services. The study combines observations, interviews and workshop data to analyse barriers and enablers for HCD practices in a politically and organisationally complex environment. Findings identify six recurring mechanisms: 1) Normalising user involvement, 2) Organising mandate for user needs, 3) Building multidisciplinary collaboration, 4) Creating facts on the ground, 5) Introducing recurring windows for user-centred policy change, and 6) Re-aligning the system around the citizen experience. These mechanisms show what stimulates and prevents the anchoring of HCD in government organisations, and how HCD in governments can move from innovation labs into the governmental “line”.

This article presents a methodological model for innovation in public services centred on a deep understanding of service users’ expectations and needs. The model was developed through a University–State co‑design process involving the Universidad Tecnológica Metropolitana and Chile’s Government Lab (Laboratorio de Gobierno). An applied research and collaborative design methodology was employed, using a mixed‑methods (qualitative and quantitative) approach. Data were collected through semi‑structured interviews and documentary review, complemented by co‑creation workshops and expert validation sessions. The resulting model enables the identification and closure of gaps between institutional perceptions and the public’s actual needs. Although its application is still at a pilot stage, its comparative use is envisaged across public agencies in Chile and Latin America as a pathway to strengthening participatory and inclusive governance.

As public sectors worldwide increasingly adopt design-driven approaches to address complex public service and management challenges, existing research predominantly focuses on citizen-facing experiences while overlooking the critical importance of internal ecosystems as the core of service delivery. This paper examines the Nanhai Bus Station Design Consultation Project in China as a case study, exploring how systematic design interventions originating from within can drive holistic public service innovation through the internal ecosystem. The research conducted in-depth participatory action research through blended research, co-design, and stakeholder engagement methodologies. Addressing challenges such as fragmented internal workflows, ambiguous division of responsibilities, and outdated service facilities, the project developed an integrated suite of design interventions. Evaluation findings demonstrate that these design interventions significantly enhance internal efficiency, staff experience, and passenger satisfaction. The research proposing an ‘inside-out’ public service design paradigm, providing a replicable practical model for sustainable governance and systemic transformation within public transport departments.