Invite everyone to the table, but not to every course: How Design-Thinking collaboration can be implemented in smart cities to design digital services

Innovative collaboration strategies are a promising tool for fostering the governance of smart cities while acknowledging citizen centricity. During implementation, however, determining the number and background of the involved actors is challenging. The Design-Thinking (DT) approach appears suitable for addressing this issue as it offers a concrete and adaptable course of action. The present contribution involves a study on implementing DT principles in a German health resort and identifies three critical components: (1) team, (2) process, and (3) workspace. Our use case is an adaptable project- and workshop plan that encourages the implementation of DT collaboration in smart cities when designing digital services. Our results provide initial guidelines on how to involve diverse actors, when to integrate trained DT coaches, and how to design collaborative innovation in a digital way. The practice-oriented insights gained in the study can be applied, adapted, and discussed in other smart cities and citizen-centered projects.