Digital innovation through the use of participatory design in the development of Swedish public healthcare support services

Abstract: The Swedish public sector stands in front of great challenges, threatening the very existence of a Swedish welfare state. An aging population has increased the need for welfare support for the elderly population. At the same time, Sweden is facing a decrease in tax revenue from a shrinking percentage of work-able citizens among its population. Politicians, citizens, and service providers ask for radical innovation, and many see the opportunity to make use of digital technology to make our public services more efficient. However, it is not the lack of technical innovation that hinders public services from becoming more efficient, but rather the lack of knowledge into what is efficient and for whom. Without the understanding of user needs rather than wants it is hard, if not impossible, to know how digital technology is best utilized to increase user value. The findings show that participatory- and service design practices can answer why digital technology is needed and how and when it should be implemented. This project aims to find ways to increase accessibility, efficiency, and trust in digital healthcare support services and give insight into the opportunities for Interaction designers to bring value to healthcare development using participatory design practices.