000150586 001__ 150586
000150586 005__ 20251017144653.0
000150586 0247_ $$2doi$$a10.1108/JSM-03-2024-0137
000150586 0248_ $$2sideral$$a142675
000150586 037__ $$aART-2025-142675
000150586 041__ $$aeng
000150586 100__ $$0(orcid)0000-0002-3948-9865$$aDíez-Calvo, Susana
000150586 245__ $$aProblems of participatory processes in policymaking: a service design approach
000150586 260__ $$c2025
000150586 5060_ $$aAccess copy available to the general public$$fUnrestricted
000150586 5203_ $$aPurpose: This study aims to identify and map the problems of participatory processes in policymaking through a Service Design approach.
Design/methodology/approach: First, 50 semi-structured interviews were conducted with experts in the field of citizen participation. This was followed by a comparative analysis of how backstage and frontstage stakeholders perceived the identified problems. Secondly, a Service Blueprint model was proposed as a means of mapping the identified problems within the broader framework of a service experience of participation. Finally, a brainstorming session was held with the aim of proposing design solutions to the problems from a human-centred perspective.
Findings: Fifteen problems of participatory processes in policymaking were identified, and some differences were observed in the perception of these problems between the stakeholders responsible for designing and implementing the participatory processes (backstage stakeholders) and those who are called upon to participate (frontstage stakeholders). The problems were found to occur at different stages of the service and to affect different stakeholders. A number of design actions were proposed to help mitigate these problems from a human-centred approach. These included process improvements, digital opportunities, new technologies and staff training, among others.
Practical implications: Public managers, politicians and designers of participatory processes can use this study to design participatory processes based on the real needs and expectations of the different stakeholders involved.
Originality/value: This research adds to the literature on citizen participation and Service Design by shedding new light on the problems of participatory processes through a human-centred approach.
000150586 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc$$uhttps://creativecommons.org/licenses/by-nc/4.0/deed.es
000150586 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000150586 700__ $$0(orcid)0000-0003-2558-982X$$aLidón, Iván$$uUniversidad de Zaragoza
000150586 700__ $$0(orcid)0000-0002-7891-609X$$aRebollar, Rubén$$uUniversidad de Zaragoza
000150586 700__ $$0(orcid)0000-0002-0181-2639$$aGil-Pérez, Ignacio$$uUniversidad de Zaragoza
000150586 7102_ $$15002$$2720$$aUniversidad de Zaragoza$$bDpto. Ingeniería Diseño Fabri.$$cÁrea Proyectos de Ingeniería
000150586 773__ $$g39, 3 (2025), [22 pp.]$$pJOURNAL OF SERVICES MARKETING$$tJOURNAL OF SERVICES MARKETING$$x0887-6045
000150586 8564_ $$s1167005$$uhttps://zaguan.unizar.es/record/150586/files/texto_completo.pdf$$yPostprint
000150586 8564_ $$s483395$$uhttps://zaguan.unizar.es/record/150586/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint
000150586 909CO $$ooai:zaguan.unizar.es:150586$$particulos$$pdriver
000150586 951__ $$a2025-10-17-14:37:15
000150586 980__ $$aARTICLE