Siobhan Toohill and Adrian Wiggins Both urban design and sustainability are about creating better places to be. What role can service design play in supporting these practices? There are already many examples of service design projects delivering sustainability outcomes, particularly in community and health. Despite this Service Design Thinking is not yet widely in evidence as an explicit approach in corporate sustainability and urban design in Australia, even while emerging and conventional activities in both areas exhibit service design attributes. Clearly there is a role for service design approaches beyond those already in place today. This presentation on projects in the Australian property sector looks at the level of service design activity already embedded, as well as future opportunities for service design practice, and how they might present. Allied to these considerations, urban informatics (UI) and community informatics (CI) are providing data and tools to better inform people’s experience of place and the design process. They support frameworks as diverse as new government legislation and the Green Building Council of Australia’s Greenstar Communities tool. We also look at the role of UI and CI in urban design and sustainability. Siobhan Toohill is an Urban Designer & Sustainability professional. Adrian Wiggins is a UCD practitioner. In 2010 they began a discussion about the intersection of their two worlds. This presentation is part of that discussion.

2. Adrian Wiggins
Pure & Applied

3. Adrian Wiggins
Pure & Applied
Information Architect

5. Siobhan Toohill
GM, Corporate Responsibility
& Sustainability

6. Siobhan Toohill
Board Member

7. Siobhan Toohill
Board Member

8. We’re not
Service Designers.

9. We’re married.

10. @pureandapplied
@verdantflaneur

11. Venn
Diagrams

12. Venn
Diagrams
Ahead

14. One night,
over dinner...

15. Place Interaction

16. Urban Informatics

18. Place Interaction

19. Place Interaction
Technology

20. Place Services
Technology

21. Place Services

23. Creating better
places to be

26. 1960

28. 1961

29. 1971

30. 2010

32. 1977

33. 106: Positive Outdoor Space

34. 1980

36. 1995

37. 1996

38. 2006

39. Thesis 15
Everyware acts at the scale of the
street and of public space in general.

40. 2011

41. 2009

43. 2009

44. Asymmetrical
Service
Provider

46. Symmetrical

47. Symmetrical

48. Symmetrical

50. 2010

52. 2010

53. • User-centred
• Co-creative
• Sequencing
• Evidencing
• Holistic

54. Better Places
Urban Design + Sustainability
To Be

56. Environmental impact
+
Our people
Our suppliers, partners, customers,
investors & government
Our community

59. Better Places
Urban Design + Sustainability
To Be

60. Better Places
Urban Design + Sustainability
To Be
Service Design

62. 54 years

63. “ We used to just sell
houses and land.
Now, people are buying into
a community.
”

68. Employee Consultation
• ExCo interviews
• Steering Committee
n=12
• Workplace Performance Survey
n=300
• Aspirational & work style workshops
n=160
• Change champions network
n=20

78. Community Development
Service
Initiator

79. Adam and Jackie
“We love the concept of
community gardens,
where residents will
grow fresh vegetables
and herbs.”
Weekend Australian, April 30

80. 1. Enhance liveability
2. Create opportunities for economic prosperity
3. Foster environmental responsibility
4. Embrace design excellence
5. Demonstrate visionary and strong governance

81. Products Services

82. Services Sustainability

83. Services Sustainability
Distributed Collaborative Creative
Systems Networks Communities

85. 2009

86. 2010

91. Can Service Design
help create places that enable
people to create communities?