Rethinking public service value creation: A case study on boosting morale of UK care staff through design

Luis Soares* (Lead Author), Jiashuo Liu, Jakov Jandric

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

Abstract / Description of output

The social care sector in the UK is facing a crisis, as traditional public service management methods have proven ineffective in addressing the challenges of complex care systems (Osborne et al., 2013; Mosleh & Larsen, 2021; French et al., 2023). This article presents a case study that explores the process of reflecting on public service interventions through co-design. The case study is part of a design project, investigating how value can be co-created with care workers through design activities. By showcasing the case process and design outcomes, this article validates two characteristics mentioned in the literature regarding value and value creation: that the causes of societal outcomes are complex and that value creation is unpredictable; and that individuals influenced by design will acquire the ability to create value for themselves and others. Lastly, by reflecting on the role of value creation design activities, this article proposes several recommendations for public service management departments: 1) prioritise overall well-being and long-term value creation within the care system; 2) continuously enhance creativity, adaptability, and resilience among public service professionals when dealing with uncertainty; and 3) recognise the capacity for value creation among care workers while engaging in broad dialogues through empowerment.
Original languageEnglish
JournalInternational Journal of Design
Publication statusSubmitted - 31 May 2024

Keywords / Materials (for Non-textual outputs)

  • self-motivation
  • self-care
  • participatory design
  • value creation
  • complexity theory

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