Business

Work in process

Value (mathematics)

Public value

Public service

Service (business)

Knowledge management

Service design

Experience design

Human–computer interaction

Operating system

Machine learning

Marketing

Political science

Process management

User experience design

Public relations

Computer science

Design process

Service delivery framework

Process (computing)

Service innovation

Public Management Review

This article contributes a novel approach to public service design in the age of digitalization. Termed 'design for experience', this approach builds on developments in the fields of digitalization, user experience, and service design, as well as the integration of the service ecosystem concept. 'Design for experience' aims to facilitate value propositions that support public service users to co-create value in their lifeworlds. Achieving this requires a multi-level approach because a user's value creation process is embedded in a multi-actor configuration and governed by institutions. A conceptual framework is offered, alongside guidance in applying the 'design for experience' approach.

Design for experience – a public service design approach in the age of digitalization