Evaluating design effectiveness for public sector services: an introduction to XE

Jo'Anne Langham, Neil Paulsen, Charmine Hartel

Research output: Chapter in Book/Report/Conference proceedingConference PaperOtherpeer-review


Our research draws on diverse domains: Psychology, service management, human factors, ergonomics, universal design and new public governance to develop a scale for citizen experience measurement. We use the byzantine environment of taxation administration to test and further improve our evaluation model. Our model known as Experience Effectiveness (XE), challenges traditional thinking of service quality as a function of client satisfaction or loyalty. XE uses a multi-participant perspective and is defined in humanist terms of usability, service co-production and the successful completion of the service objective. This paper demonstrates that the strategic use of design in public sector administration can be used to improve citizens' lives. Through evaluating the experiences citizens have interacting with the public sector, governments can prioritise issues, reduce bureaucratic complexity and design better services. Improved public administration will ensure more effective use of revenue and higher levels of compliance with the law through seamless, transparent engagement and higher levels of citizen satisfaction. Initial results from the first of two studies are presented to show the practical application of the XE tool. In the taxation environment, we use the process of starting a small business in Australia as a test case. Both the XE measurement model and the associated citizen-client design are evaluated. The results have significance for all areas that require an objective measure of the impact of design on clients. Experience Effectiveness will also provide objective measures for project governance and performance evaluation. The research demonstrates how successful design outcomes can be a pragmatic alternative to enforcement as the principal approach to deterrence as compliance management.

Original languageEnglish
Title of host publicationProceedings of the 12th European Conference on Innovation and Entrepreneurship, ECIE 2017
EditorsChristophe Loue, Sonia Ben Slimane
Place of PublicationSonning Common UK
PublisherAcademic Conferences and Publishing International Ltd.
Number of pages8
ISBN (Electronic)9781510850774
ISBN (Print)9781911218555
Publication statusPublished - 2017
Externally publishedYes
EventEuropean Conference on Innovation and Entrepreneurship (ECIE) 2017 - Paris, France
Duration: 21 Sep 201722 Sep 2017
Conference number: 12th

Publication series

NameProceedings of the European Conference on Innovation and Entrepreneurship, ECIE
ISSN (Print)2049-1050


ConferenceEuropean Conference on Innovation and Entrepreneurship (ECIE) 2017
Abbreviated titleECIE 2017


  • Design
  • Evaluation
  • Experience effectiveness
  • Governance
  • Performance evaluation
  • Project management
  • Public administration
  • User-centred

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