@inproceedings{9eec621c00d04f46baddc5adb0f95d87,
title = "Participatory service design for emerging markets",
abstract = "The COCKPIT methodology for participatory service design was developed for use in Europe under the assumption of existence of pervasive broadband technology and widespread use of the internet and social networking. This paper extends the COCKPIT methodology by adapting it to the realities of emerging markets, where poverty, illiteracy, lack of infrastructure, and widespread corruption alter the fundamental assumptions of participatory service design. We include elements in the methodology which promote information dissemination, transparency, and the role of non-government organizations. The role played by the internet is replaced by low cost information dissemination and requirements gathering using mobile phones and accompanying technologies which empower the public in a developing country.",
keywords = "Emerging markets, Government services, Participatory design, Service design, Service modeling",
author = "Gangadharan, {G. R.} and Jain, {Anshu N.} and Nidhi Rajshree and Alan Hartman and Amit Agrahari",
year = "2011",
doi = "10.1109/SOLI.2011.5986530",
language = "English",
isbn = "9781457705731",
series = "Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011",
pages = "68--73",
booktitle = "Proceedings of 2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011",
note = "2011 IEEE International Conference on Service Operations, Logistics and Informatics, SOLI 2011 ; Conference date: 10-07-2011 Through 12-07-2011",
}
