1、IBM Center for The Business of Government2022Ines MergelUniversity of Konstanz,GermanyHuman-Centricity in Digital Delivery:Enhancing Agile Governance2022Human Centricity in Digital Delivery:Enhancing Agile GovernanceInes MergelProfessor of Digital Governance and Public AdministrationDepartment of Po

2、litics and Public AdministrationUniversity of Konstanz,Germany3Human CentriCity in Digital Delivery:enHanCing agile governanCewww.businessofgovernment.orgTABLE OF CONTENTSForeword .4Introduction .6Why User Centricity Matters in the Public Sector .8Types of Human Centricity .10Types of Problems to Ta

3、ckle from a User-Centric Perspective .13Creating a User-Centric Mindset for Digital Transformation Projects .16Reflecting Ones Own Assumptions,Biases,and Theories .20Diverge and Converge .20Implementing a Human-Centric Skill Set in Digital Transformation Projects .22Conducting User Research .24Synth

4、esizing the Findings of User Research .28Prototyping and Testing:Integrating User Research into the Design Process .35Understand the Opportunities of User Centricity .38Approach User-Centric Design with a Sense of Cultural Humility .39Create A Sense of Social Affordances of New Methods and Mindsets

5、.40Summary .41References .42About the Author .44Key Contact Information .45Recent Reports from the IBM Center for The Business of Government .464Human CentriCity in Digital Delivery:enHanCing agile governanCeIBM Center for The Business of GovernmentIn this report,the author discusses how digital ser

6、vice teams bring“service designers”into government to transform service delivery.These designers use human-centered design approaches to help public sector organizations refine strategies,rethink the nature of services,and reflect the way that citizens want to use a public service.The report focuses