A service design and journey management engagement with Dublin City Council executives that explored the full citizen ecosystem, focused on housing services, and delivered training with Smaply.
The context Dublin City Council wanted to move beyond traditional customer service metrics and understand how citizens actually engage with the council as an ecosystem. The brief was not about reviewing the performance of customer service representatives — it was about understanding the end to end experience of being a citizen interacting with the council across channels, services and departments. Housing was identified as a key area of focus. It is a high demand, high complexity service area that touches multiple departments, channels and frontline teams. The council needed a way to see the full picture, manage the portfolio of opportunities, and build internal capability to keep improving the experience over time. What we did We ran a service design and journey management engagement with Dublin City Council executives, combining organisational research with in the moment citizen research. 1. Research across the organisation. We interviewed people and teams across Dublin City Council to understand how different departments see the citizen experience, where handovers happen, and where the biggest gaps and opportunities are. 2. Citizen research in the flow. We spoke with citizens wh
Humana Design — service design and design research consultancy, Dublin, Ireland.