The current smart city agenda is too tech focused. Livable and sustainable cities, where citizens are empowered by human technology, demand a human-centred, design-driven and collaborative approach. It must cut across industries and demographics and bring together diverse perspectives including citizens, government, investors, entrepreneurs, the public sector, private companies and NGO’s. And then, a process of smart prototyping and experimentation is required to actually set things in motion and get things done.

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Liveworkstudio.com London Oslo Rotterdam Sao Paulo Livework Studio © 2017
Smart cities deepdive:
Smart citizens in sustainable cities
Erik Roscam Abbing
Group director of innovation | Livework
The smartest city event | Göteborg | September 26th 2019
Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018

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Contents
01 introductions xx
02 Why we’re here: the vision of better cities xx
03 the design challenge of cities xx
04 designing at the right altitude
05 Some cases and thoughts from practise xx
06 Closing xx

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01 introductions

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hello!
introductions

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London
São Paulo
Rotterdam
We work across
the globe
From three locations in
two continents, Livework
works with organisations
to create smarter, more
user-centred services
that deliver real value.
Every solution we
develop is unique to the
client, informed by
authentic user insights
and tested to make sure
it works in the real world.

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What we do
Customercentric,
bydesign
External
outcomes
Internal
capability
Designing
impactful
organisations
Designing
sustainable
futures

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18 years of creativity and impact

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And you?
Who are you?
What makes you tick?
Why are you here?
Image Joe Diaz

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02 Why we’re here: the vision of better cities

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What makes a city ‘better’?
What makes it smart?

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What makes a city ‘better’?
What makes it smart?

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What makes a city ‘better’?

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What makes a city smart?

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From smart cities….
to smart citizens

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03 the design challenge of cities

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21st century cities
Image Joe Diaz

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Image Jurriaan Snikkers
How do we live together in a way that brings
wellbeing and prosperity to all, while leaving the
planet in good condition for subsequent
generations?
United Nations, Sustainable Development Goals Report. New York, 2017

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A balancing act
Society
Ecology
Economy

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A balancing act
Society
Ecology
Economy
Where ‘smart’ happens

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A balancing act
Desirability
Feasibility
Viability
Where ‘smart’ happens

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A design challenge
Bottom line
Desirability
Feasibility
Transaction
Production unit
Viability

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The plot thickens: an even bigger challenge
Bottom line
Desirability
Feasibility
Transaction
Relation Customer lifetime value
Production unit
Organisation
Viability

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The system boundary is the market, the paradigm
winning
Bottom line
Desirability
Feasibility
Transaction
Relation Customer lifetime value
Production unit
Organisation
Viability

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Long term Triple BL growth
Nested levels
Bottom line
Desirability
Feasibility
Transaction
Relation
Collective
Customer lifetime value
Production unit
Organisation
Consortium
Viability

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Long term Triple BL
Nested levels
Bottom line
Desirability
Feasibility
Transaction
Relation
Collective
Customer lifetime value
Production unit
Organisation
Consortium
Viability

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They have fuzzy or
no boundaries
They have many elements
that are related to each
other
they are
constantly
changing
There are many
interdependencies between
stakeholders
The challenge 21st centuries are facing is….
open complex dynamic networked
Why service design?

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Image Jurriaan Snikkers
The complex problems we face today can't be
solved with the same thinking that created them.
These are the kinds of problems you cannot
manage yourself out of, you have to design
yourself out of them...
Marty Neumeier, The designful company, 2008

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No matter what we work on, our service design approach has a special flavour to it. Here are 6 of the key ingredients of
how we work. Together, they are a very potent mix for service innovation and cx optimisation..
1.
Rooted in
insight
2.
Co-creative
3.
Lifecycles and
journeys
4.
Prototyping
and piloting
5.
Brand driven
6.
Visual
storytelling
The 6 key ingredients of our design approach
Our approach

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Design thinking
● Intelligent optimism: the ability to resolve paradoxes, and not think either-or, but and-and.
● Responsible assumption: The ability to move forward with incomplete data and uncertainty
● Flexible foresight: The ability to foresee, visualise and validate multiple futures
● Conscious tangibility: The ability to gain insight by making incomplete solutions tangible (prototyping)
● Distributed ego: the ability to actively see problems from different perspectives and use the switching between
perspectives (reframing) as way to get closer to a solution
● Organic learning: The ability to adapt the framing of the problem as the discovery of the solutions pace progresses
● Mental agility: the ability to switch at will between convergence and divergence, analysis and synthesis, inside out
and outside in thinking.
● Playful pattern recognition: The ability to make sense of chaos, to see patterns in seemingly unrelated data points,
to synthesize productively
● Collaborative flow: the ability to forge cohesion and productivity between great variations of stakeholders
● Experienced curiosity: the ability to use ones experience and knowledge, in an unbiased open minded way

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04 Designing at the right altitude

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Human
Designing services for the needs
of people in their context
Consumer
Designing compelling propositions
in a competitive market
Customer
Designing journeys that
engage, delight and retain
User
Designing great interfaces
and interactions
Designing at the right altitude is key!

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User level

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Customer level

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Consumer level

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Human level

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Society
Designing services for the greater need
of resilient societies
Community
Designing services for
communities of people
Human
Designing services for the needs
of people in their context
Consumer
Designing compelling propositions
in a competitive market
Customer
Designing journeys that
engage, delight and retain
User
Designing great interfaces
and interactions

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Thank you!!
For more information and inspiration please check:
https://www.liveworkstudio.com/collections/the-smartest-city-event/
Erik Roscam Abbing
Group director of innovation at Livework
+31 6 24518462
erik@liveworkstudio.com