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The Athens We Need - Service Design for Sustainable Urban Development

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Using a human-centered design approach to create services for sustainable urban development.

Using community led interventions and initiatives to create sustainable cities. Test this model in the area of Kerameikos (Athens), see if & how it can be implemented in other urban areas and create a strategic road-map.

The project is run in collaboration with Organization Earth (http://www.organizationearth.org/) and is developed under the World Urban Campaign, a United Nation's world-wide initiative about the sustainable development in cities.

Published in: Design
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The Athens We Need - Service Design for Sustainable Urban Development

  1. 1. HELLO SYROS! We are DESIGN4FUTURE @VasiaChr | @D4F_org
  2. 2. I won’t talk about data and software. Sorry! I will talk about empowering people to co-create (digital/physical) services to improve their everyday life in the city. @VasiaChr | @D4F_org DESIGN4FUTURE
  3. 3. Technology is an enabler. A material that we should use wisely. It’s not an end in itself. @VasiaChr | @D4F_org DESIGN4FUTURE
  4. 4. We're on a mission to make public & social services better. DESIGN4FUTURE We are a group of designers, researchers and strategists working as a multidisciplinary team to design services and internal processes. @VasiaChr | @D4F_org SERVICE DESIGN ORGANIZATIONAL DESIGN
  5. 5. “Design is a verb not a noun” DESIGN4FUTURE When we say design we mean the process not only the final outcome @VasiaChr | @D4F_org GOVERNMENT DIGITAL SERVICES UK – GDS GOV.UK
  6. 6. Our design process Discover Define Develop Deliver Get inspired & identify user needs Use research insights to define the challenge Ideate & design new concept solutions Prototype, test and implement the solution DEVELOPED BY THE DESIGN COUNCIL 2007
  7. 7. What is service design? Service design is the process of creating a service experience for the end user, as well as the staff of your organization, by researching their needs and co-designing solutions with them. @o | @D4F_org DESIGN4FUTURE
  8. 8. A new designer role DESIGN4FUTURE Co-design From designing the final outcome to designing the process and tools so as to be used by non-designers. @VasiaChr | @D4F_org
  9. 9. When we design we do it in the open DESIGN4FUTURE Open Design Putting our professional tools in the hands of citizens/organizations and create platforms/spaces (physical/ digital) so that they can be creative and use these tools as they fit them. @VasiaChr | @D4F_org
  10. 10. What is an experience? An experience is a series of actions that will lead to a desired outcome. Each action is connected to one or more different touchpoints. @VasiaChr | @D4F_org DESIGN4FUTURE
  11. 11. DESIGN4FUTURE How do we design an experience? In order to create an experience we have to define these different touchpoints and then design how the user interacts with them. @VasiaChr | @D4F_org Mapping the experience of filling the car with petrol Service design Drinks Event #3 – May 2017
  12. 12. Using a human-centered design approach to create services for sustainable urban development DESIGN4FUTURE@VasiaChr | @D4F_org IN COLLABORATION WITH
  13. 13. The brief DESIGN4FUTURE Using community led interventions and initiatives to create sustainable cities. Test this model in the area of Kerameikos (Athens), see if & how it can be implemented in other urban areas and create a strategic roadmap.
  14. 14. The (initial) project methodology DESIGN4FUTURE Discover Define Develop Deliver Strategic Kick-off Workshop Field & Desk Research Research Analysis Definition of key challenges Co-creation workshop with citizens Co-creation workshop with authorities Ideas refinement Detailed design of chosen pilot project We are at this point of the process @VasiaChr | @D4F_org
  15. 15. Smart Cities initiatives provide us with a unique opportunity to take on deep system problems using high level systems thinking. @VasiaChr | @D4F_org DESIGN4FUTURE
  16. 16. Strategic Kick-Off Workshop Co-creating a shared vision for the project with the client team Co-designing means working closely not only with citizens but also with the client organization making them accountable for design decisions and building internal design capacity. DESIGN4FUTURE@VasiaChr | @D4F_org
  17. 17. Our research approach DESIGN4FUTURE The team developed a research and citizen engagement strategy to recruit and understand citizens’ needs. Following a systemic approach from the beginning of the project we combined ethnographic and desktop research as well as qualitative and quantitative methods. @VasiaChr | @D4F_org
  18. 18. Thinking both the local community and the ecosystem DESIGN4FUTURE@VasiaChr | @D4F_org Section from the project’s information leaflet
  19. 19. An experiential approach to research @VasiaChr | @D4F_org DESIGN4FUTURE
  20. 20. Ethnographic/field research democratizes design decisions to come back to making things work for citizens. @VasiaChr | @D4F_org DESIGN4FUTURE
  21. 21. How did we experience the neighborhood? @VasiaChr | @D4F_org The team spent a day mapping the area of Kerameikos, trying to immerse ourselves on what it means to be living or spending many hours of your day(life) there.
  22. 22. How citizens experience the neighborhood in their everyday life? DESIGN4FUTURE@VasiaChr | @D4F_org
  23. 23. Contextual interviews with citizens @VasiaChr | @D4F_org Visualizing verbal information We conducted 1-1 interviews facilitated by artefacts we had designed to enable a focused conversation with people.
  24. 24. DESIGN4FUTURE 1st round of research analysis Several iterations take place during the interpretation process. Analyzing research data on the go provides the advantage of re- designing further steps omitting the unnecessary ones that might have been planned beforehand. DESIGN4FUTURE DESIGN4FUTUREDESIGN4FUTURE@VasiaChr | @D4F_org
  25. 25. Design is not a binary nor a linear process. Adopting an agile (research) approach means being prepared to reconsider further steps but never compromise quality. @VasiaChr | @D4F_org DESIGN4FUTURE
  26. 26. DESIGN4FUTURE@VasiaChr | @D4F_org Research Workshop Creating a physical platform and the artefacts so that people can feel safe to share their experiences in a creative way. Photo from an older project
  27. 27. Qualitative vs quantitative research methods DESIGN4FUTURE@VasiaChr | @D4F_org There’s no dilemma for Design4Future Service design is not ethnography & qualitative data over quantitative. It's both! But use these methods wisely.. Photo from an older online survey
  28. 28. 2nd round of research analysis 1 day co-creation workshop with the client team. Identify patterns and then pose the design question(s) which will be a subject of co-creation with citizens and authorities. @VasiaChr | @D4F_org
  29. 29. Conversation artefacts Design tools such as personas or use cases help organizations and stakeholders work together on meeting people’s needs. @VasiaChr | @D4F_org
  30. 30. Co-design workshops @VasiaChr | @D4F_org We will guide participants to use design tools and work in teams in order to create service concepts that tackle the design challenge(s). We will conduct 2 workshops. The first one with citizens and after refining the outputs we will conduct a second one in order to validate solutions with local authorities.
  31. 31. Ideas Refinement We will work with the client team to refine ideas that came out of the 2 workshops, create a unified experience of the service through multiple iterations and prototypes which will be then tested with citizens to be refined. DESIGN4FUTURE@VasiaChr | @D4F_org
  32. 32. Prototypes are not solutions. They are a way of asking questions. @VasiaChr | @D4F_org DESIGN4FUTURE SARAH DRUMMOND, SNOOK
  33. 33. Finally, we will collaborate with local authorities and other stakeholders so as to implement the service as a pilot project in the area. DESIGN4FUTURE@VasiaChr | @D4F_org
  34. 34. That’s not the end, it’s just the beginning. People, services, organizations, systems. They are all interconnected. Service design is organizational design but we need to invest in people to create real organizational transformation. DESIGN4FUTURE@VasiaChr | @D4F_org
  35. 35. Design is the glue The design-led approach and skills help in bringing different stakeholders with multiple perspectives to the table and provide a space and a method they can use to collaborate to make things work. DESIGN4FUTURE@VasiaChr | @D4F_org
  36. 36. Creating design capacity Training both managers and frontline staff in design and providing them the right skills to change and iterate services. DESIGN4FUTURE@VasiaChr | @D4F_org
  37. 37. We live in a perpetual beta mode Invest in small experiments and iterate constantly. Create small project teams that will run experiments in your organizations. Measure their impact and redesign accordingly. DESIGN4FUTURE@VasiaChr | @D4F_org LOUISE DOWNE, HEAD OF DESIGN FOR THE UK GOV.
  38. 38. Failure is part of the game Don’t ty to avoid it, try to manage it and learn from it We can manage risk by starting small, iterating, actively involving various stakeholders, prototyping and testing. Doing it again and again. . DESIGN4FUTURE@VasiaChr | @D4F_org
  39. 39. We can’t solve problems by using the same kind of thinking we used when we created them We as designers need your trust. Now more than ever. Let’s forget for a minute the terminology, stop talking about service design and start delivering actual things. Products and services that citizens can use. . DESIGN4FUTURE@VasiaChr | @D4F_org EINSTEIN
  40. 40. The best way to predict the future is to design it. R. BUCKMINSTER FULLER DESIGN4FUTURE@VasiaChr | @D4F_org
  41. 41. So let’s co-design it by putting people first. DESIGN4FUTURE@VasiaChr | @D4F_org
  42. 42. Thank you! www.design4future.org vasia@design4future.org Fb: Design4FutureOrg

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