Design thinking e sua contribuição para desenvolvimento de serviços públicos em living labs
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2016-08-31
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Cunha, Maria Alexandra Viegas Cortez da
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The purpose of this work is to propose the combination of three innovative concepts in the development of services in public sector: the use of open innovation in Living Labs, implemented through Design Thinking. The open innovation allows the sharing of information and experiences, with participation of external players, to generate a process that enriches the development of products and services. Living Labs are experimental environments in which research and development methods are applied to create and validate innovations in services, products or even improvements in existent processes given a multiple and real life context, in a collaborative way, with end users playing a central role. A methodological concept applied in these experimental environments is the Design Thinking that also helps to create new products and services or to improve the existing ones, making them more useful, usable and desirable to end users as well as more efficient and effective to the organizations. With the use of pilot and prototype projects and the assistance of countless behavioral, ethnographic, graphic or visual appeal tools, the implementation of Living Labs through Design Thinking will allow the public sector to have more social participation and attendance of end users real needs. Initially, these concepts and tools were explored by the private sector, but were adapted to public sector, bringing innovation to the attendance of social demands and contributing to efficiency and effectiveness of public expenses. It is argued that the use of Living Lab and Design Thinking concepts to the innovation in the provision of public services is viable.