Co-design in Smart Cities

Peter Cruickshank, Edinburgh Napier University

Political interest in co-design

Groningens Mayor Peter Rehwinkel

to enrol customers in co-design of services to lower costs of failure

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)
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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

Relation to co-production
Responsibility for design of services
Professionals as sole service planner Professionals and service No professional input into users/community as co- service planning planners Professional service provision but users/communities involved in planning and co-design Full co-production

Responsibility for delivery of services

Professionals as sole service deliverers

Traditional professional service provision

Professionals as sole service deliverers

Professionals and User co-delivery of users/communities professionally designed as co-deliverers services

User/community delivery of services with little formal/ professional

User/community User/community delivery Users/communities Self-organised community delivery of professionally of co-planned or coas sole deliverers provision planned services designed services

NESTA report (2009)

Who is involved
Types of involvement: Horizontal

Working with colleagues Smart Cities partners Neighbouring municipalities

Ties with language in project objectives

Who is involved
Types of involvement: Vertical

Working with stakeholders Other departments Suppliers Agencies Citizens

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 thinking

Examples from our partners

Service development in Kristiansand

Community 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

Start-up

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

Preparation and data gathering Decision and implementation

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Took 3 to 4 times as long to create the required conditions

But resulting service was better.

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
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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

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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

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Contexts

Design thinking
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Problem statement
(defining + researching)

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Immersion and empathy

Benefit 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?
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Synthesis

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Ideation

Prototyping

Some issues & lessons

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

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Any questions?

THANK YOU!
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