Citizen-Centered Public Service Design in Agile Digital Transformation: Insights from Public Mobility Services

The aim of this study is to highlight the critical role of human-centered design approach as a foundational element in the agile digital transformation of public service design. Grounded in service‑design principles and public‑service logic, it analyses how agencies adopt agile practices and involve stakeholders in co‑design of disrupted municipal public mobility services during Covid 19. Combining a citizen survey, co-design workshops with officials and user representatives in an Italian city, we find that iterative, participatory cycles help close gaps between service demand and user satisfaction when organizations remain adaptable, stakeholders stay engaged, and technology is aligned with user needs. The findings provide actionable insights for policymakers and practitioners aiming to enhance the usability and effectiveness of public services while contributing to broader discussions on sustainable, citizen-centric governance.