Co-creation and Design Thinking: an Experience of Innovation in Public Service in a Brazilian Municipality

Abstract

Purpose: This article aims to analyze a co-creation experience for the innovation of the Liberation Service for Events in Public Space, held at the Municipality of Balneário Camboriú. Methodology: The research, under a qualitative nature, consists of a case study that made use of documentary survey, participant observation and interviews for data collection and content analysis for examination. It assumed as categories of analysis: origin and objective of the experience and its interface with innovation; process characteristics; participating actors; approach; adopted tools; inductors and barriers; typology / characterization of the innovation generated; and results achieved. Results: The research reveals the achievement of an iterative process of collaboration in which city officials solved a problem along with users of the service. Contributions: The article presents empirical evidence of a co-creation process that results in a solution with innovative characteristics, filling theoretical and managerial gaps pointed out in recent national and international studies.