Digital democracy in Europe: service design facilitating e-participation platforms

Abstract

This study investigates the impact of service design on citizen engagement in e-participation platforms within the context of digital democracy in Europe. With technological advancements significantly altering political processes and democratic engagement, this thesis explores how service design can facilitate citizen participation on digital platforms. The research encompasses a comparative analysis of eight e-participation platforms across Estonia, Latvia, Ukraine, Iceland, France, Scotland, and Ireland. Using a mixed-methods approach, including manual qualitative platform analysis, reports review, and expert surveys, the study identifies key factors in service design influencing user engagement and satisfaction. Findings highlight the importance of user-friendly interfaces, accessibility features, and robust feedback mechanisms in enhancing platform effectiveness. The study provides recommendations for optimizing service design to improve citizen engagement and support democratic processes, ultimately contributing to the development of more effective e-participation platforms in Europe.