Transforming the planning progress – challenges for the service designer

This paper focuses on the public consultation process for planning applications which have an effect on physical changes to urban settlements. We draw on experiences from project work undertaken on the planning system in Liverpool (UK). We discuss the process as is, critique the current limitations in regard to public engagement on planning applications, and develop advice to service designers who want to work within such an existing institutional setup. In particular, we caution service designers to be aware of issues related to open data access, the difficulties in managing expectations of actors, and the importance of understanding one’s own biases. We suggest that more research is required on understanding suitable service design approaches to break up existing institutional practices in urban planning