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. © 2011 IEEE.