Design thinking is a structured and collaborative process to engage staff and multiple stakeholders to co-create services and improve service experience. The effective application of design thinking in the delivery of public services would further enhance service quality and efficiency, and meet the public needs.
We had participated in the following design thinking projects:
- One-stop Employment and Training Centre for Labour Department
- In 2011, by adopting the design thinking approach, Labour Department (LD) pioneered a one-stop employment and training centre in Tin Shui Wai. Apart from the basic job search facilities and employment services typically available at LD’s other job centres, this centre offers a new service model which comprises the assessment of the employment needs of job seekers through a needs assessment tool and the provision of case management and employment support services by a non-governmental organisation commissioned under a service contract.
- The centre streamlines, integrates and enhances the existing employment and training/retraining services provided by LD, Social Welfare Department and Employees Retraining Board.
- Hongkong Post User Research and User Centred Design Pilot Project – Mongkok Post Office for Hongkong Post
- Together with Hong Kong Design Centre, Hongkong Post revamped one of their busiest post offices which is located in Mongkok. By adopting design thinking, they looked into and mapped out the user journey of the citizens from entering into the post office to completing the services they required. Improvements were made such as installing clearer signage, setting up new reception windows, widening customers’ aisle, etc., so as to provide better customer experience, enhance operational efficiency, and broaden the scope for Hongkong Post’s business development.
- 1823 Hotline;
- In the 2012 Legislative Council Election, 1823 hotline received 179 000 enquiries from the public on Election Day. Most of the enquiries were related to outdated address information. We used the design thinking approach to reduce the need for enquiries by introducing the following initiatives: stepped up publicity on the impact of outdated address information; launched an Online Voter Information Enquiry System; and set up an Interactive Voice Response System for polling staff to check voter information.
- These initiatives improved the voting experiences in 2016 Legislative Council Election, and the enquiries 1823 received on Election Day dropped greatly to 2 100.