Presentation on user involvement processes on Dokk1 in relation to the upcoming building of the new Architectural School in Aarhus

1. Dokk1 - Urban Mediaspace Aarhus

3. The potential for changing the services
of public sector institutions is carried by
the users
Thus the users must be part of the
innovation work from the creative
phases to testing and realization
Paradigm

4. Involvement as it was:
Duty-driven
"Mandatory
consideration" ..?
Consultation and formal
democracy
Now:
Citizen cooperation
User-driven innovation
Co-production
Co-creation
Sherry Arnstein, 1969
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

5. World Café
3-4 consecutive rounds of discussion
A new question posed at each round
Participants change – the host of the
table stays an picks up the essence
Institution as perceived
by others
Dialogue and oral
competences involved
Opportunity to
examine the
institution’s own
attitudes and ideas

6. Groups of people forming visions.
Everyone gets a camera and has to
answer in photos: What is it like to
be a user and what is it like to
work there?
A great variety of
competences
involved
Use of photos
communicates well
Starts discussions
and reflections
Photo typing

7. Users and staff introduces ideas and
projects and participants elaborate
and develop those ideas
Using the institution’s
space for ideas and
projects
A channel into user
thoughts and ideas
Test-space for
development topics
Access to user
networks
Village Square

8. Mindspot: Target group from 14-20.
Events inside and outside of the library.
Hiring young people – Mindspotters - on
a short term basis to create events and
develop ideas for this user group
Using user competences
Construct a universe
Access to new network
and user groups
Changing the image of
the library worker
Lead Users

9. ..meetings..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

10. ..workshops..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

11. ..idea pitching..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

12. ..focus groups..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

13. ..vision creating..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

14. ..user driven design..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

15. ..participatory design..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

16. DESIGN
THINKING
Design thinking is about accelerating
innovation to create better solutions to
the challenges we meet!

17. Download:
www.designthinkingforlibraries.com
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

18. Experiments
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

20. Development of Values (1)
Actors
Alderman. Strategy group, Idea
group, staff external experts,
consultants
Methods
Iteration and co-development
Topic
Development of core values for
Urban Mediaspace
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

21. Development of Values (2)
Actors
Citizens, Staff,
FO Aarhus, Kollision
Methods
Focus groups (10) and
co-creation
Topis
Development of core values for
Urban Mediaspace
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

22. Values
• The citizen as key factor
• Lifelong learning and community
• Diversity, collaboration and
networks
• Culture and experiences
• Bridge-building between people,
technology and knowledge
• Flexible and professional
organisation
• A sustainable icon for Aarhus

23. Vision Mapping
Actors
Staff at main library
Methods
Photo communication
Topic
Visions and wishes for
Urban Mediaspace
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

24. Vision
Space for human development and interaction ..
promoting experience, learning, innovation, perception,
contemplation and inspiration..
through a flexible and programmable building..
with special focus on children and families
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

25. Inputs for development themes
Actors
Staff and lederships
Consultants
Methods
User driven design
Topics
Activities and service development
Topics
Meeting and Democracy
Learning and knowledge
Cultural experience
Children and Families
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

26. Development of competition brief
Participants
Citizens
Citizens panel
10 focus groups
Strategy group
Idea group
Children age 9-14
Network and stakeholders
Staff
Other municipal departments
International contacts
Consultants
Rambøll
PLH arkitekts
Realdania
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

27. Children’s lab: A week’s workshop with
children btw 9-14 prototyping a library.
The results were used as part of the
competition programme for UMSA
Direct access to
children and not just
to children’s adults
Children carries large
networks
In 2015 these children
are between 17-22
Children’s Lab

28. Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

29. Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

31. Sound scape

32. Children’s Lab

34. 0-3 year area

37. Play as cultural experience

40. Breast feeding room
&
Eating room

44. Rolf Hapel Borgerservice og Biblioteker
april 2013
Process for servicedesign
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

45. Mapping
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

46. Rolf Hapel Borgerservice og Biblioteker
april 2013
”Prepping” – ”The building site”
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

47. ”Boundary object” for sharing of
knowledge and development of mutual
understanding and organizational culture
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
”Reception”

48. Rolf Hapel Borgerservice og Biblioteker
april 2013
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
Testing service scenarios

49. Rolf Hapel Borgerservice og Biblioteker
april 2013
Test of reception
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

50. Master classes
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

51. Citizens involvement
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

52. Involvement of partners
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

53. Work group for citizens dialgue
Disseminate knowledge and ownership of
Dokk1
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune

54. LESSONS LEARNED
Last responsible minute for decision making
Make partnerships
Co-create and co-produce
Integrate user generated knowledge in services
Think ’relations’ rather than ’transactions’
Build value chains, formats and ”universes” in service production
Make space for transformations: Prototyping, fablabs, hackerspaces,
urban offices, demo-teques
Be where the users are
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark

56. April 2008
“Since it is currently impossible to make any accurate predictions
about interfaces and possible combinations of functions or about
section sizes as they will be in 2014, it is essential that entrants
design a united administrative section that will not impose any strict
constraints on the internal organisation of the building, including the
distribution of workplaces on the individual units. It must be
possible to ‘reshuffle’ staff both within the current decentralised
units and between the units”.

57. Values for administrative areas
• The citizen as key factor
• Lifelong learning and
community
• Diversity, collaboration and
networks
• Culture and experiences
• Bridge-building between
people, technology and
knowledge
• Flexible and professional
organisation
• A sustainable icon for Aarhus

58. New Ways of Working Lab
Alexandra Institute, Eva Bjerrum
Process:
1. Workshop with leadership – vision and succescriteria
2. Panel debate with all staff members
3. Observations
4. Workshops – on findings and relations between vision–
organisation-spaces
5. Reflection work group
6. Presentation of concepts
7. Evaluation

59. Vision for process
To create a physical framework that:
• Supports work optimally
• Allows for creativity, efficiency, immersion and
flexibility
• Supports energy and synergy across organization
• Meetings citizens and partners in a dynamic and
innovative building

60. Work spaces for staff
Primarely large offices
Three fixed management offices
Many meeting spaces
Very diverse tasks–
Four organisation units to merge
Some staff members to have
work spaces in public areas
Some staff members outgoing
Some staff members stationary

61. Factors for success
The process is crucial for
the result
Involvement and influence
Real choices
Individual adaption to
different working
Only few rules of conduct
Culture

62. What is administrative work?
Yes
Sitting concentrated by computer producing
notes, summaries, documents, plans?
Talking on the phone with others, sharing
knowledge in conversations and at meetings
developing ideas and receiving inputs?
Connecting socially, drinking coffee and
making small talk about this and that?

63. Rolf Hapel Borgerservice og Biblioteker
Noise and acoustics
Light, temperature, drafts
Behaviour
Physical working environment
Anything that can be measured
and weighed will be done..

64. Recognition of problem and
dialogue on solutions!
..but we can not measure all the
"rights" or "wrongs"!
Rolf Hapel Borgerservice og Biblioteker

65. Commitment from leadership
Distinct communication and clear framing
Securing involvement
Experimenting and challenging where and how work
can be done through own actions
Rolf Hapel Borgerservice og Biblioteker

66. Theme
Who decides
Mutual
(LM + FMU)
Local
(Org. unit)
Work groups,
occupational health
organization
Overall site planning x
Passage lines x x
Disposition of meeting rooms x (x)
Arranging of meetingrooms x x
Acoustic measures, blankets,
colors
x x
Furniture, desks (x) x
Work tools (it, phones) x x
Policy for personal decor x x
Personal decor
Rules of conduct x x
Cutural arrangements x x x
Decision matrix

68. More than 500.000 visits in four months
4500 visits per day
400 questions at Info Point per day
6 % are users for Citizens Services
Families with children: Saturdays and Sundays
Day care institutions and primary schools: Weekdays
Students
Traditional library users
Curious

74. The
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