Report on “User involvement in service design and delivery”, with a focus on women

Authored by Blerta Thaçi, Executive Director of Open Data Kosovo

This report explores how users — with a special focus on women — are involved in the design and delivery of public services in Kosovo. It examines to what extent service design processes incorporate citizen feedback, gender perspectives, and inclusive participation, highlighting both progress and persistent gaps. Drawing on interviews, case studies, and policy analysis, the report underscores the importance of co-creation, empathy-driven design, and continuous user engagement to ensure that public services reflect real needs and lived experiences. It concludes with actionable recommendations for institutions to embed user-centered and gender-responsive approaches in future service delivery initiatives.

The report is available for download in Albanian, English, and Serbian.