Co-Designing the Client’s Civic Queuing Experience Based on Human Ethology: The Challenges of Welcoming the Homeless in a Social Public Institution in Geneva

Abstract

Given its growing influence on the image and reputation of organizations, the customer experience is now one of management’s main responsibilities. The private sector has been aware of this for many years. Public administrations must also take an interest in it. This is particularly the case for the Geneva social institution we studied, which, with its public and social role and its duty to guarantee total equality of treatment to its various users, seeks to offer them a customer experience that is as personalized, meaningful, and as complete as possible. The primary objective of this research is to define the main elements of perceived value of the welfare office “queuing experience” such as equality and dignity. The focus here is on homelessness.