The design of civic technology: factors that influence public participation and impact

How do we know that it works? Designing a digital democratic innovation with the help of user-centered design

Civic technology is used to improve not only policies but to reinforce politics and has the potential to strengthen democracy. A search for new ways of involving citizens in decision-making processes combined with a growing smartphone penetration rate has generated expectations around smartphones as democratic tools. However, if civic applications do not meet citizens’ expectations and function poorly, they might remain unused and fail to increase interest in public issues. Therefore, there is a need to apply a citizen’s perspective on civic technology. The aim of this study is to gain knowledge about how citizens’ wishes and needs can be included in the design and evaluation process of a civic application. The study has an explorative approach and uses mixed methods. We analyze which democratic criteria citizens emphasize in a user-centered design process of a civic application by conducting focus groups and interviews. Moreover, a laboratory usability study measures how well two democratic criteria, inclusiveness and publicity, are met in an application. The results show that citizens do emphasize democratic criteria when participating in the design of a civic application. A user-centered design process will increase the likelihood of a usable application and can help fulfill the democratic criteria designers aim for.

The personal and contextual factors that affect customer experience during rail service failures and the implications for service design

This paper: identifies personal and contextual factors that influence customer experience when service failures occur in rail transport; what is being conveyed through that factor (e.g. older age being used to convey vulnerability); and the implications for future service design. The results are from a thematic analysis of free-text rail passenger complaints (n = 516) reporting service failures that impacted on customer experience. The study differs from existing research on the pertinent personal and contextual factors for public transport service provision in that it: focuses on the passenger experience resulting from specific incidents (rather than evaluative, overall assessments of satisfaction), generates the factors inductively from the data (rather than a-priori) and uses detailed qualitative cases (rather than quantitative survey data). The findings (1) identify some similar factors to those used in previous research and uncover some new factors for both person and context, (2) provide an understanding of what they mean in terms of the passenger experience and (3) indicate how the factors might need to be measured if they are to be used by the rail industry. The paper concludes by using the outcome of an industry-based validation exercise to describe how the findings could be used in future rail services, namely: predicting where the customer experience is going to be sub-optimal, prioritising responses to particular circumstances, and designing services to better meet customer's needs. This exploratory research is timely, given the need for a more passenger-centric approach to service design and future developments such as smart-ticketing, which could potentially enable greater understanding of who is using the rail network and for what journeys.

The humane use of human beings?

The closing of loops exerts magical effects. This powerful act sculpts both the structural form and the functional expression of the systems which accrue from this ultimate connection. Systems and societies are each erected upon, and composed of, such intricate webs of self-correcting and self-shaping influences. However, without appropriate feedback regulation, these loops can become, in a utilitarian sense, dysfunctional. This is as true for social architectures as it is for any intentionally designed technological system. Here, a sequence of examples are used to expose an evident divergence between what is espoused for our social systems and what is actually enacted therein. Failure of regulation and associated diminution or even disconnection of such regulatory loops leads to an evident and growing dissonance between aspiration and reality. The first two of these examples used here are rather facile and even trivial while the third example is much more serious. All examples provide insight concerning, and expose the ways in which, a fuller understanding of cybernetic principles may rectify such discordant circumstances, at least in principle if not in practice.

Mapping with Stakeholders: An Overview of Public Participatory GIS and VGI in Transport Decision-Making

Transport decision-making problems are typically spatially based and involve a set of feasible alternatives with multiple evaluation criteria. Besides, transport decisions affect citizens’ quality of life, as well as specific interests of general stakeholders (e.g., transport companies), thus needing a participatory approach to decision-making. Geographic Information Systems (GIS) have the ability to visualize spatial data and represent the impact of location based transport alternatives, thus helping experts to conduct robust assessments. Moreover, with the recent diffusion of Volunteered Geographic Information (VGI) and development of Public Participatory GIS (PPGIS) platforms, the process can be enhanced thanks to the collection of a large amount of updated spatial data and the achievement of an active community participation. In this study, we provide an overview based on a structured literature review of the use of VGI and PPGIS in transport studies, exploring the fields of application, role played by GIS, level of public involvement and decision stage at which they are applied. From the overview’s results, we propose a general framework for the evaluation of transport alternatives using GIS from a multiple stakeholder point of view; the main conclusion is the usefulness of the integration between Public Participation, GIS and quantitative evaluation methods, in particular Multi Criteria Decision Analysis, in order to foster technically sound and shared decisions.