Re-evaluating Evaluation : Looking for Value-based Metrics in Public Service Design

Design has become an increasingly important asset for cities, as a crucial practice and problem-solving tool from usability of services to strategy and branding. This has spurred the need to evaluate and measure the effectiveness of design-related activities conducted by the city. However, in this paper we argue that the complexity of the public sector means that design and its evaluation need to go beyond quantitative, check-list based measures and towards more value-based metrics. As design researchers and practitioners working in the public sector, we draw on our experiences and perspectives on different approaches to design and their limitations. We contest the idea of universal design while proposing equity and inclusiveness in design frameworks as crucial metrics for the public sector.