隨著「設計」的影響遍布於全球且廣泛受到各界的矚目，它不僅提升國家的 競爭優勢，同時也驅動著整體經濟、社會以及文化的發展，現已成為國內外不可或 缺的量能。近年來，在各國政府的政策制定趨勢中，為了解決政策執行與社會期待 間產生的落差，透過服務設計的導入，不只創造了更有感的公共服務，也提供了民 眾「共創」和「共好」的服務體驗。然而全球化的衝擊導致公部門的生態日漸多元， 議題呈現通常不僅存在單一層面，牽涉眾多利害關係人已成常態。因此許多研究者 指出，透過系統思考來理解公共政策的變遷，能夠有效面對「複雜性」的挑戰並且 穿透問題的表面，從本質出發解決問題。同時為了克服盲點，許多設計師也整合了 系統思考的知識，跳脫既定的服務設計觀點，梳理出傳統方法的局限與不足，以應 對錯綜複雜的多重變因環境。
有鑒於國內公部門發展服務設計的實證研究仍然相當缺乏，本研究欲以台南 市民學苑作為單一個案之發想對象，以系統思考的論點探討「服務設計用於公部門 服務創新」的可能性。本研究設計共分為三個階段，並且得出以下結論:第一階段 透過台南市政府以及市民學苑之文獻檔案搜集與分析，顯示公部門服務組成之生態 環境多元且複雜，透過階層式主導工作流程，在滿足公共利益的前提下，涉及多處 部門和區域之利益相關者; 第二階段則透過深度訪談，深入了解市民學苑整體之現 況問題。此階段結果顯示過去主導市民學苑服務之各部門各司其職，缺少相互合作 以及對話，使得各階層之相對問題缺乏受到正視的機會與管道。因此，透過訪談過 程間接促成關係人之間的交流，研究者梳理各階層的痛點加以彙整成共同問句以作 為下一階段服務設計之改善依據; 第三階段則包含服務設計發想、開發以及測試。 此階段透過遊戲化內容之設計，規劃了市民學苑應用程式之架構，串連各層級的服 務體驗，並且針對所需的痛點提出相對應的解方。總結而言，此研究希望能夠探討 建構系統思考視角於既有服務設計流程與工具上的應用與操作可能性，並當作未來 公部門服務創新研究發展進行之建議。

When the power of "design" has spread all over the world, it has widely attracted attention from all walks of life. As the essential capacity, not only does design help enhance a country's competitive advantage, but it also drives the overall economic, social, and cultural development internally. When it comes to formulating the policy recently, governments nowadays employ service design approaches to fill the gap between service implementation and social expectation. By doing so, not only do the governments bring out the service that resonates with the people, but also generate the mechanisms for co-creation activity in line with seeking the common goods with the people. However, the impact of globalization transformed the nature of the public sector into a more diverse situation. Issues we are facing today are no longer linear and involved numerous stakeholders at a time. To understand these changes, researchers have proposed to further apply the "systems thinking" approach, it can help one to see through the essence of a problem to better tackle the complex challenges. To tackle the blind spots, systems thinking increases the number of designers integrating the knowledge from deep ecology exploration when designing a service. Therefore, no longer do they confine to the conventional viewpoints, but people can sort out the limitations and shortcomings of traditional methods in the ever-changing environment.
However, research which has empirically documented the development between the public sector service and service design is scant in Taiwan. Therefore, to explore the possibility of how service design is applied in the innovation of public sector service, this research studied Tainan's residential college as a case of public sector service to propose the development of service design practice by applying the systems thinking approach. The study consists of a three-phase research design. The first phase begins with the document and literature analysis to understand the nature of public sector service. The results revealed the multi-dimensional nature of the public sector service when serving the public value as the utmost goal. Through the hierarchical structure, the public sector service involves cross-sectoral stakeholders as well as spreading the business across multiple departments and regions. The second phase was carried out to understand the current situation of residential colleges through in-depth interviews. The results revealed that there was a lack of communication among the stakeholders and users. Therefore, the pain points of all levels of stakeholders and users have been sorted out and integrated through a common problem statement to help facilitate mutual consensus. The third phase includes service design ideation, prototyping, and testing. Through gamification planning, the prototype was designed into three parts as the solution and be tested to serve all levels of needs. As a result, the overall research process can be viewed as the exploration of systems thinking and the traditional service design approaches for public sector service innovation.

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