A methodology to design and redesign services in smart cities based on the citizen experience

Article type: Research Article

Authors: Abella, Alberto^a | Ortiz-de-Urbina-Criado, Marta^{b; *} | De-Pablos-Heredero, Carmen^b

Affiliations: [a] desideDatum Data Company, Spain | [b] Facultad de Ciencias Jurídicas y Sociales, Universidad Rey Juan Carlos, Madrid, Spain

Correspondence: [*] Corresponding author: Marta Ortiz-de-Urbina-Criado, Facultad de Ciencias Jurídicas y Sociales, Universidad Rey Juan Carlos, Paseo de los Artilleros, s/n. 28032-Madrid, Spain. Tel.: +34 914887677; E-mail: marta.ortizdeurbina@urjc.es.

Abstract: Smart cities are urban spaces where massive amounts of data are generated and shared creating an ecosystem of service providers. Translating these opportunities into appropriate citizen services requires diagnosis of citizen’s expectations and a projection of the value that these services can generate for them. This article offers a methodology that provides a systematic approach to understand the interaction between citizens and services aimed to improve the design of smart city services and presents a pilot test. The four-phased methodology results in a description of the service, a model to evaluate it and offers quantitative indicators to operate and to improve the design of the service.

Keywords: Smart-city, citizen experience, smart city services, methodology, performance indicator

DOI: 10.3233/IP-180116

Journal: Information Polity, vol. 24, no. 2, pp. 183-197, 2019