A Method for negotiating various customer requirements for public service design

Abstract

A method for public service design, which enables designers to realize high-value added service design by considering plural different customer groups in parallel, is proposed. In General, service designs focus on specific customers. However, because of the diversity of customer requirements, it is difficult to design a public service that addresses the requirements of all customers. To achieve higher customer satisfaction, it is imperative to summarize the requirements of various customers and design a service by considering customers belonging to different categories. In this article, we propose a method that enables highly public service development by considering groups of various customers and minimizing customer dissatisfaction by adopting a group-decision-making approach. As a consequence, improvement of effectiveness of highly public service development can be expected.