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are the evident benefits associated with the outcomes of improved design.
These advantages might include, for example, a better match between the
citizen's needs and the services provided, improved usability, reliability
and security.
For designers, developers and providers a major benefit of citizen en-
gagement is that it provides them with insights and a sound and extensive
knowledge base of citizen-consumer intelligence. Entering into genuine
dialogue with citizens reveals the diverse objectives, aspirations and needs
of different groups in society. This is valuable since most people find it
difficult to imagine the possibilities outside their own experiences. Where
there is a significant gap in understanding, developers tend to create prod-
ucts based on their own interpretation of the needs of others, thus often
generating a solution which is less than satisfactory (Eisma et al. 2003).
Fig. 3.4.
Designing for a better society.
Eisma et al. (2003) give an instructive example of what can be discov-
ered through engaging with citizens: “
we talked to a woman in her late six-
ties who had had a stroke which resulted in some functional impairment.
We discussed her use of her mobile phone (Phillips C12 Savvy) and then
showed her a more modern, smaller one (Motorola v66). Contrary to our
preconceptions (that she would prefer her existing phone with its larger
buttons) she did not comment on the size of the buttons, instead she re-
marked that she liked a small phone which would fit in her pocket, as she
could not use a handbag (it slides down her paralyzed shoulder)
”.
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