Applying design-led approaches to public sector innovation: A case study of New Zealand’s service innovation lab

Abstract

Follow this and additional works at: https://dl.designresearchsociety.org/drs-conference-papers Part of the Art and Design Commons Citation Citation Lehtinen, J. (2022) Applying design-led approaches to public sector innovation: A case study of New Zealand's service innovation lab, in Lockton, D. Abstract: This paper adds to emerging research on the application of design-led approaches to public policy and services by public sector innovation labs. It presents key findings from the first in-depth case study on the New Zealand government Service Innovation Lab, which operated between 2017 and 2020 as part of broader public sector efforts for citizen-centric digital transformation. Based on a thematic analysis of semi-structured interviews and organizational documentation, it discusses how the challenges of applying the Lab's design-led approach in this public sector context were navigated by professionals involved with the Lab over time. The findings reveal that to navigate the public sector system barriers to innovation, conditions for innovation were created on a strategic and operational level through an authorizing environment, leadership, and innovation culture. These conditions enabled the Lab team to facilitate learning for, and delivery of, innovation with cross sector stakeholders through its approach and supporting strategies.