Participation in Design-after-design: Reconfiguring Relations Between Citizens and Public Institutions

Participatory Design (PD), originally situated within workplace contexts, has increasingly expanded into new domains, notably the public sector, where citizens are increasingly invited to participate in the design of public services. As digital services mediate more aspects of citizens’ interactions with the state, questions about access become increasingly urgent. The growing demand for citizens to possess digital competencies risks reinforcing existing social inequalities, particularly among individuals with limited access, skills, or support. Yet, institutional structures and constraints frequently hinder the empowerment of citizens due to misalignments between institutional priorities and the democratic ethos that underpins PD. Consequently, citizens are often reduced to informants rather than being recognised as equal partners in designing public services that shape their lives.

Grounded in PD’s foundational commitment to redistributing power through democratic engagement, there is a critical need to investigate how citizen participation can be enacted in more sustainable and equitable design of digital public services. This thesis addresses these challenges by exploring how PD researchers can engage with institutional structures, allowing for sustained impact. The following question guides the research: How can reconfiguring relations between citizens and institutions empower citizens and promote participation in the design of digital public services?

The research employs a qualitative methodology combining ethnographic and PD approaches. It is based on an empirical study conducted in Denmark, involving IT helpdesk volunteers, library staff, and public employees in the exploration and design of digital public services. Central to the study are design experiments—situated interventions that explore new opportunities for citizen participation during the use of digital public services. These experiments serve as real-world sites for examining how participation unfolds in practice.

Based on the design experiments, the thesis offers critical reflections on the limitations and possibilities of PD within institutional constraints, emphasising the potential for long-term engagement beyond the initial design phases. It proposes strategies for promoting more sustainable and equitable relationships between institutions and citizens by aligning PD efforts with ongoing public sector development. Finally, it presents an empirical prototype demonstrating how PD can challenge and reconfigure relations through inclusive, democratic values.

Ultimately, this work contributes to current debates on the future of PD in public sector contexts by advocating for more sustained and politically engaged forms of participation. Additionally, it encourages public institutions to reimagine citizens not just as service users but as active collaborators—before, during, and after design and implementation.