Leveraging User-Centred Design Methods in Canadian Public Service Innovation Labs

Abstract

Innovation labs have emerged as a promising means to improve the capacity of public sector organisations to address complex challenges through creativity, experimentation, and multi-disciplinary collaboration. Yet, many Canadian public service innovation labs struggle to sustain momentum, generate measurable outcomes, or scale successful innovations. This thesis investigates the role of User-Centred Design (UCD) methodologies in enhancing the effectiveness of public sector innovation labs. Drawing on design science research methodology and case studies including federal, provincial, and international examples, this research proposes a framework to support innovation lab practice. The framework includes three interrelated artefacts: a typology to classify innovation labs based on their funding, focus, approach to collaboration, and governance mandate; a structured process model for lab setup, system definition, co-design and scaling of innovations; and a playbook to guide individual innovation projects to ensure consistent results, capacity building, and knowledge transfer. These artefacts were iteratively developed and refined through five design iterations and validated through stakeholder engagement and an expert panel review. Findings indicate that a systematic approach to incorporating UCD methods such as co-design, rapid prototyping, and iterative evaluation improve problem definition, team cohesion, and the likelihood of generating scalable public sector innovations. However, the research also reveals that organisational maturity, leadership support, and cross-sector collaboration are critical enablers of success. By aligning innovation lab practices with the principles of UCD and adapting them to the operational realities of the public sector, this thesis offers a blueprint for transforming public service innovation.