Public Design Improvement Process based on User Participation: Focusing on Design Thinking

Objective: This study aims to propose a 'discarded face mask collection and utilization platform' based on service design methodology to continuously address the environmental pollution caused by discarded face masks.<br/>Background: After COVID-19, environmental pollution issues have arisen due to the disposal of used masks. It is expected that mask consumption will continue in the future due to hygiene and environmental factors. Therefore, it has been determined that a platform is needed to continually address these issues.<br/>Method: This study followed the four stages of the Double Diamond Process in service design methodology: Discover, Define, Develop, and Deliver. In the Discover stage, desk research and online surveys were conducted. The Define stage involved the creation of Personas and the use of the Kano Model. The Develop stage involved Task Scenarios. Service prototypes were developed and tested in the final Deliver stage to select the final design output.<br/>Results: In the Discover, Define, and Develop stages, the service concept and functions were concretized through each methodology. In the Deliver stage, based on the Prototype test results (design satisfaction evaluation), 'Alternative A' with a simple and consistent design concept was selected.<br/>Conclusion: As mask consumption is expected to continue to some extent in the future, issues related to the recycling of used masks are still considered important in the customer value dimension of 'sustainability'. This study proposes a 'platform for collecting and utilizing discarded masks' to address environmental pollution caused by used masks.<br/>Application: This study proposed a service that can induce continuous and voluntary participation of users through the Double Diamond Process. This can be applied to services that aim to achieve such goals.