Citizen Shops

CHALLENGE
This project aimed to get to know the face-to-face service at the Citizen Stores with a view to improving the experience of the citizens and making the service more efficient. The face-to-face service at Lojas de Cidadão, launched in 1999, needs to accommodate the new needs and behaviors of citizens and companies.

BENEFICIARIES
This project mainly benefits citizens and employees of the entities present in Citizen Stores (public or private).

APPROACH
The project went through the three phases of the LabX methodology. In the investigation phase, a thorough diagnosis was made about the current uses and the expectations of the citizens, having explored four Citizen Shops (Penafiel, Laranjeiras, Faro, Coimbra). In the co-creation phase, collaborative generation sessions were held ideas with citizens and public and private workers at Lojas de Cidadão. In the experimentation phase, it collaborated with partners from the national scientific system to develop prototypes that were later tested in two Citizen Shops (Braga and Setúbal).

MAIN RESULTS

The approach taken made the advantages of experimenting before implementing clear, namely:

• Showing the journey of the citizen as a whole, with a holistic and integrated approach realized in the real context of Lojas de Cidadão;
• Demarcating the specific moments of intervention where efforts should be made in order to improve the citizens’ experience with the service provided;
• Revealing all the moments of the service provided by the entities through the creation of points of contact and physical artifacts that materialize the intangible dimension of the experience;
• Orchestrating the relationship between contact points, citizens and the Citizen Shops as a whole (with their systems), learning how they can improve the experience with the service (s);
• Involving all actors in the testing and validation of the proposed solutions, starting with citizens;
• Learning in an accelerated and effective way which solutions best answer the identified problems, in order to be able to make them evolve in successive cycles.