Diversity, equity and inclusion in the design of digital public services: case Digitalist Group
Sahal Estimé, Michelle (2021)
Avaa tiedosto
Lataukset:
2021
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021113022818
https://urn.fi/URN:NBN:fi:amk-2021113022818
Tiivistelmä
Digitalization challenges the public sector to pay increasing attention to designing digital public services inclusively, so they serve even the most vulnerable in society. As a consulting firm serving the public sector in designing and developing digital public services, Digitalist Group has recognized the need for tools and guidelines to support the systematic inclusion of diversity, equity and inclusion (DEI) in the design process.
The purpose of this thesis was to understand what diversity, equity and inclusion mean in relation to the design process of digital public services. The research sought to identify current challenges faced by designers and development professionals in including DEI in the design process. The objectives of the thesis were to identify how DEI could be systematically incorporated in the design process of digital public services in the future and to develop a concrete set of guidelines and tools that designers can utilize as support when designing digital services for the public sector.
The theoretical framework introduces the society-wide realities that lie in the background of designing inclusive digital public services. The way people interact with authorities is changing as public service provision is transforming from analog government to eGovernment and digital public services. Moreover, in Finland everyone has the right to access public services, also the digital kind. The theoretical framework also discusses the principles through which inclusive digital public services should be designed. A truly inclusive digital public service draws on the principles of inclusive design, accessibility and human centered design.
The thesis was conducted as a case study process utilizing service design methods and approaches. The research process included a literature review, a survey, interviews, workshops and a design probe. Through an iterative process, the research produced the Diversity, equity and inclusion design process, which acts as a checklist on how to systematically include DEI in the design process and three tools that designers can use as support in designing inclusively.
The recommendations and outcomes of this thesis are valid for both the private sector and the public sector. Moreover, the outcomes provide value both on the level of the individual designer who wants to be more inclusive in their design work and at the company level for Digitalist Group in designing digital public services more inclusively.
The purpose of this thesis was to understand what diversity, equity and inclusion mean in relation to the design process of digital public services. The research sought to identify current challenges faced by designers and development professionals in including DEI in the design process. The objectives of the thesis were to identify how DEI could be systematically incorporated in the design process of digital public services in the future and to develop a concrete set of guidelines and tools that designers can utilize as support when designing digital services for the public sector.
The theoretical framework introduces the society-wide realities that lie in the background of designing inclusive digital public services. The way people interact with authorities is changing as public service provision is transforming from analog government to eGovernment and digital public services. Moreover, in Finland everyone has the right to access public services, also the digital kind. The theoretical framework also discusses the principles through which inclusive digital public services should be designed. A truly inclusive digital public service draws on the principles of inclusive design, accessibility and human centered design.
The thesis was conducted as a case study process utilizing service design methods and approaches. The research process included a literature review, a survey, interviews, workshops and a design probe. Through an iterative process, the research produced the Diversity, equity and inclusion design process, which acts as a checklist on how to systematically include DEI in the design process and three tools that designers can use as support in designing inclusively.
The recommendations and outcomes of this thesis are valid for both the private sector and the public sector. Moreover, the outcomes provide value both on the level of the individual designer who wants to be more inclusive in their design work and at the company level for Digitalist Group in designing digital public services more inclusively.