Designing a digital citizen-centered service
本文基于文献综述和一项改善老年人福利申领流程的社会创新项目，提出一个整合服务设计、设计思维、用户中心设计等理论的框架，帮助项目经理和政策制定者设计以公民为中心的数字服务。
In this article, we described the framework, methodologies and stakeholders' inclusion methods that should be applied to design a social and digital service. Based on the literature review, we compared existing theoretical models to an ongoing development of a social innovation aiming to improve the current elderly-benefit statement process through citizen-driven digitalization. Theoretical concepts and models were applied to a work in progress project. As a result, we propose a new framework to assist project managers and policymakers who design digital services. The originality of the methodology used is the application of diverse theories such as service design, design-thinking, user-centered design, social innovation and stakeholders' inclusion. The key outcome was the proposal of a comprehensive framework with relevant methodologies depending on the project phases. The stakeholders' involvement and interactions were also linked to the project phases of a citizen-centered service design deployed in a complex ecosystem. The numerous stakeholders' contributions during the service design were also studied, presenting their involvement during each project phase. Finally, we discussed the issues related to the governance of such a service. Its successful implementation and inclusion in an eGovernment platform are deeply linked to the agreement and cohesion of all stakeholders.