Séana Cooke
MA in User Experience and Service Design
Student Profile
Séana is a service designer focused on improving public services through co-creation and design thinking. She combines inspiration from nature, travel, and industry experience to develop user-centric solutions. Séana's work includes facilitating workshops, conducting research, and crafting strategies that foster collaboration and create impactful, transformative services for users.
Project Overview
This project examines how the Irish public views digital solutions in public services, focusing on An Garda Síochána amid resource shortages and rising crime. Using design thinking, process challenges were identified and Garda Gabe, an AI chatbot was developed. The study, based on the revised Technology Acceptance Model, included usability testing and interviews for the online theft reporting form and the chatbot. Findings reveal that although the public recognises the need for digital expansion within An Garda Síochána, there is widespread apprehension about AI. While people prefer human interaction, the chatbot was generally more accepted, with participants appreciating conversational interaction.
Context
An Garda Síochána, like many public service providers, are increasingly exploring how technology can support citizens. According to the Action Plan for Designing Better Public Services (2023), public service providers are facing unprecedented challenges as evolving demographics, social inequality and fiscal constraints are major growing pressures.
Over the past 20 years, An Garda Síochána has faced a decline in police stations and recruits, affecting public service access and resources nationwide. During this time, theft has significantly increased, rising by 36% in 2023 and another 9% in the first quarter of 2024. With limited resources, An Garda Síochána must explore alternative ways to support the public. Is technology the answer?
Problem
Secondary research and service blueprinting of the theft reporting process to An Garda Síochána revealed several issues:
Victims face long wait times to report at the scene or must travel to a police station, which is inconvenient.
When reporting, victims provide details verbally, which are then recorded manually using pen and paper. This process leads to data errors and inconsistencies, and transferring information to the Pulse system can cause further delays.
71% of victims do not receive basic information such as a crime report number or Garda details during the report.
Receiving an official crime report letter can take 3 to 10 working days, delaying insurance claims.
Victims are left feeling unsupported, frustrated, and uninformed throughout the process.
Solution
Through design thinking, we developed Garda Gabe, an AI chatbot that provides victims with efficient access, and support via a conversational interface similar to popular messaging apps. Accessible through the An Garda Síochána website, victims can engage with Garda Gabe to quickly provide relevant details needed for their report. Within minutes, they receive key information such as a Pulse number, next steps, and reporting Garda details. Garda Gabe can also answer any questions victims may have. Instead of a process that spans days, lacks transparency and involves considerable effort, filing a crime report now takes minutes. Offering service visibility, information and empathetic support to citizens.