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What can co-design mean for a local government? What happens when a municipality transfers ownership of the design process to its citizens? Peter's presentation summarises and contextualises Smart Cities' experience of co-design in relation to co-production, other strategic trends and project themes including customer profiling and customer journey mapping. The presentation includes a review of the co-design aspects of some of the Smart Cities pilots.
Citation preview
Co-design in Smart Cities
Peter Cruickshank, Edinburgh Napier University
Political interest in co-design
Groningen’s Mayor Peter Rehwinkel
“ to enrol customers in co-design of
services… to lower costs of failure”
2
What does ‘co-design’ mean?
Concrete work with another partner » ie more than information sharing
A change in mindset» moving from what the technological
developments can do, to what the stakeholders want
A wholesale change in service design» a transformation of services involving working
with end users (or agencies that work with them)
3
Key aspects
• Co-design is a collaboration.• Transparency • participation requires continuity of participants• wide-ranging input.
• Co-design is a developmental process.• exchange of information and expertise• co-design teaches co-design.
• Co-design shifts power to the process• balances rights and freedoms between participants• equality of legitimacy and value in inputs• collective ownership: empowerment and abrogation of power
• Co-design activities are outcome-based• practical focus• shared creative intent
4
Relation to co-production
5
Responsibility for design of services
Professionals as sole
service planner
Professionals and service
users/community as co-
planners
No professional input into
service planning
Re
spo
nsi
bili
ty fo
r d
eliv
ery
of
serv
ice
s
Professionals as
sole service
deliverers
Traditional professional
service provision
Professional service
provision but
users/communities
involved in planning and
co-design
Professionals as sole service
deliverers
Professionals and
users/communities
as co-deliverers
User co-delivery of
professionally designed
services
Full co-production
User/community delivery of
services with little formal/
professional
Users/communities
as sole deliverers
User/community
delivery of professionally
planned services
User/community delivery
of co-planned or co-
designed services
Self-organised community
provision
NESTA report (2009)
Who is involvedTypes of involvement: Horizontal
6
Working with colleaguesSmart Cities partners
Neighbouring municipalities
Ties with language in project objectives
Who is involvedTypes of involvement: Vertical
7
Working with stakeholdersOther departments
SuppliersAgenciesCitizens
Stakeholder involvement can be legally required
Tools & techniques
Meetings
Workshops
Focus groups
Surveys as alternative to focus group• Mass survey of needs
• On specific issues
Stakeholder meetings
Process mapping / customer journey mapping
Ateliers
Design thinking8
Examples from our partners
Service development in KristiansandCommunity care for those with mental
illness• The challenge: involve people and
families• Counter intuitive to co-design
– stigmatised users – weak social networks and low insight
• Group of potential users trained– to support their engagement– help them to act as articulate
representatives of their communities– The training included :committee work,
media contact, the responsibilities and roles of different government bodies and how to run a ‘local interest organisation’
• Took 3 to 4 times as long to create the required conditions– But resulting service was better.
Start-up
Preparation and data gathering
Decision and implementation
9
Examples from our partners
Online engagement in Leiedal
Lelijke plekjes – mooie trekjes
•Asked for neglected (small scale) public places to fix
•Professionals selected from long list
•Map and images on the website allows people to see their ideas coming true
10
Examples from our partners
Customer Journey Mapping in Edinburgh
•Linked to customer insight and business process improvement
•Focus on emotional insights into customer's experience
•Naturally leads to engaging customers in service redesign
11
Contexts
•Segmentation and customer insight
• Successful co-design needs a clear picture of who the customers are
•Research design
• Can fit with customer research
• ‘big picture’ surveys
12
Contexts
Design thinkingBenefit•Solution is focused on real problems•Real user engagement
Challenges•Problem definition can take 60% of project time•How to sell a creative process when a PID must define the deliverables?
13
• Problem statement (defining + researching)1
• Immersion and empathy2
• Synthesis3
• Ideation4
• Prototyping5
Some issues & lessons
14
• Think about related terms» Mainstreaming, citizen engagement,
participation, knowledge management
• Organisational maturity» ‘Know thyself’
• Requirement for long term, trust-based relationships
» Its not a one night stand (or a solitary activity)
• Communication & sharing• Case studies
• Reports
• Workshop
THANK YOU!
Any questions?
15