A Comparative Analysis of Two Digital Platforms Designed for ...

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Abstract

Social interaction strategies and related topics of digital design—such as interface, usability, and gamification—are key elements in terms of engagement for designing digital platforms. In this article, we focus on service design elements in a comparative study of two digital platforms designed for public service: Colab and Rio 1746. The first is an initiative developed by citizens in a bottom-up approach intending to establish communication with city managers. The second was created by the City Hall of Rio de Janeiro and follows a top-down approach, being designed as a call center for the city residents. Both platforms are designed to keep track of the city related problems life-cycle and issues by monitoring events on public management such as trash removal, falling trees, and urban equipment maintenance up to their final resolution. In addition, both platforms intend to keep an open communication channel between public managers and civil society. In our holistic analysis, we chose to perform an oriented navigation and concluded that both applications need to improve in terms of engagement and social features in order to design better interfaces and to foster a tight communication between citizens and governments.