A case-study sneak peek! How human-centered design and behavioral economics can be used to design inclusive public spaces.

1. Case study:
Storytelling through
design-research with
Sidewalk Toronto

2. Part 1:
Defining
the research

3. A key objective of the clients’ to establish
a “complete community that improves
quality of life for a diverse population of
residents, workers, and visitors.”
Whatdoesthatevenmean?
This research was a part of a much larger project in Toronto:
Sidewalk Toronto is currently working
on the development of Quayside, a
prominent 12-acre waterfront property in
Toronto’s downtown core.

4. The goal was to understand the relationship between public space and daily life:
We worked with:
We asked:We wanted to:
Work with people who
at risk of being missed
through traditional
engagement.
Communicate our findings
to those unfamiliar with this
kind of research (and equip
our clients to do the same!).
Go beyond direct
questioning and learn
about the role that
public space plays in
daily life.
What factors in public
space contribute to a
sense of belonging and
ownership?
• 40 people, 23 neighborhoods
• Diverse ages and backgrounds
• Not active in formal public
engagement processes but
actively use public space

5. We found participants through our partners’ network, word-of-mouth, and snowball sampling.
1Recruitment
steps
2 3 4
200+ survey respondents
who passed initial set of
questions
Phone
call
screening
Final selection
and in-person
meeting
Email and
social media
blast
Protecting the participants:
We compensated participants for their time. We used consent forms in
plain-language which included details on data privacy, storage, and the
right to access or delete any data collected at any point. We agreed
to destroy all data upon completion of the work. We returned to the
participants at the end of the report and shared the work with them for
further optional further input.

6. Part 2:
Collecting
the data

7. To learn about daily life and public space participants told stories in three ways
In-home interviews
& activities
In-context research
walks
Remote research
diaries

8. 1. Research Diaries (or “cultural probes”)
Reflection Cards
places you’ve already been
Daily Journal
places that are part of your day-to-day
Site Visit
a place you like to go

9. 2. In-home interviews & activities

10. 3. In-context research walks

11. Part 3:
Analyzing
the data

12. Analyzing the data using digital and analog tools
We ended up with over 6000 pieces of coded data.
Analysis took 6-8 weeks.
We used post-
its, which took a
VERY long time
We used a qualitative
analysis software to
code the data
We moved back to
post-its and walls

13. We shared the story of our findings in three parts:
Design propositions Mode mapsBehaviour modes

14. Design
Propositions
A rule of good design is that it includes positive
tensions. Designing good public space means
navigating the spectrum of those tensions: busy
is good, but too busy is bad; privacy can feel
luxurious, but exclusion is unacceptable. The
following six propositions are what we found
to be the building blocks to good public space
design.

15. By looking at what people do, or how they behave
in public space, we gain a deeper understanding
of motivations, desired objectives, and drivers
of decision-making, and start to understand the
context of how and why someone acts a certain
way or how their behaviour may change across
time—from mood to life-stage.
Behaviour
modes

16. A mode map is a tool that helps designers turn
their research into actionable ideas. Mode maps
are centered around narratives told through the
view point of a single user as they experience the
physical space around them and the implications it
has on their behaviour. What are they trying to do
and how is the space supporting their needs?
Mode maps

17. Start
Pick up a birthday treats
for work, and a card
BUILD IN VARIETY
Farnaz loves the jalebi stall because
she knows the family who owns it and
the price is right.
Don’t cater to a single demographic.
Build in a variety of options and
price points, and allow for a mosaic
of look and feel.
Farnaz starts her day
at her coffee maker,
as the coffee drips
she makes a mental
list of all the things
she needs to get
done before heading
to work, like pick
up a treat and a card
for a co-worker’s
birthday. She decides to take
a waterfront trail.
She’ll get some
exercise in and pick
up delicious jalebi
from the market her
colleague will love.
Mode switch:
DISCOVERING
Mode switch:
SERENITY SEEKING
BUILD IN VARIETY
Farnaz likes having control over
her choices. Include multiple pathways—
ones that are direct and others that
offer a circuitous route.
CELEBRATE INEFFICIENCY
Site information, such as educational
art installations, can give someone a
reason to pause.
Make sure the information available
in multiple languages and/or recordings
so everyone is included.
Walking along the trail,
Farnaz notices sculptures
that are placed at each km,
and thinks about what a nice
feature it is. It provides a
little element of surprise
along the way and helps her
know how far she’s gone.
Farnaz reaches the 2km mark and realizes one of
the sculptures is a drinking fountain, and stops
to hydrate. She notices the spouts are shaped like
the birds you might find in the forested trails, she
presses the button and to her surprise she hears a
bird sound. Ha! She runs around pressing them all
to hear the different calls and makes a mental note
to bring her uncle here who has lost his sight but
will love the playful sounds.
At the end of the trail, Farnaz
grabs a coffee and walks down to
sit at her favourite spot: a set of
wooden stairs that descend
from the boardwalk into the
water. With her back to the city,
and toes in the water, Farnaz
closes her eyes and listens to the
seagulls and the clinking of the
nearby sailboats, she takes a
deep breath of the fresh breeze
coming off the water.
The shop where she gets
the jalebi should be open
now. As she walks past
all the restaurants she
can smell the food being
prepared for the lunch
crowd—french fries,
noodles, pupusas, chicken
wings, and finally the curry
from her favourite Indian
restaurant.
Walking over to
the market, Farnaz
browses for a few
minutes until she
finds a card that was
made by a Somali girls
art group. Half the
money goes to their
school to raise money
for new instruments.
She loves supporting
kids in the area and
the card is perfect!
Time to go grab her
treats! If she walks
quickly she may even
be able to grab some
birthday candles on
the way back.
She steps up to the counter and says hello
to the owner, Vishesh, she met him when
she first moved into the area and they
bonded over their favourite desserts!
BUILD IN VARIETY
Include multiple ways to enjoy water,
such as a place to dip toes in the lake or
a place to listen to the waves while
lying on a deck.
CELEBRATE INEFFICIENCY
Include spots to pause and gaze at a view
that feel slightly secretive, such as hidden
steps that lead down to the water and
can double as seating.
BUILD IN VARIETY
Food can make people feel welcome and
is a way to learn about different cultures.
Celebrate it’s power by including
options from all over the world.
BUILD IN VARIETY
A selection of shops housed in a shared
building can make it easy to browse while
being protected from the weather. But
similar to the food stalls, price point and
products will send a clear message about
who the space is meant for.
Nice to see you! If you have 10
minutes to wait, I’ll make you a
fresh batch.
No problem! I’ll grab a card and
come right back.
End
Starting mode:
TRIP CHAINING
Mode switch:
TRIP CHAINING
Farnaz chooses a new trail—it’s a
2.5 km loop with lots of hills. She
likes to come here for her morning
walks as she can always try new
routes, which keeps her motivated
(and the trails end conveniently
close to her favourite coffee shop).
How does
celebrating
inefficiencies
and building
in variety
impact the
experience of
trip chaining,
discovering,
and serenity
seeking based
on stories we
heard?
It’s a beautiful morning and Farnaz doesn’t start her shift till 1pm. She walks into the kitchen and
opens the window. It’s one of those early spring days where you can feel the warmth of the air and
smell the greenery coming back to life.
Mode maps