Co-design in Smart CitiesPeter Cruickshank, Edinburgh Napier University
Political interest in co-design  Groningen’s Mayor Peter Rehwinkel  “ to enrol customers in co-design of   services… to lo...
What does ‘co-design’ mean?Concrete work with another partner          » ie more than information sharingA change in minds...
Key aspects• Co-design is a collaboration.    • Transparency    • participation requires continuity of participants    • w...
Relation to co-production                                                                                     Responsibili...
Who is involvedTypes of involvement: Horizontal                   Working with colleagues                     Smart Cities...
Who is involvedTypes of involvement: Vertical              Working with stakeholders                 Other departments    ...
Tools & techniquesMeetingsWorkshopsFocus groupsSurveys as alternative to focus group   • Mass survey of needs   • On speci...
Examples from our partnersService development in KristiansandCommunity care for those with mental   illness• The challenge...
Examples from our partnersOnline engagement in LeiedalLelijke plekjes – mooie trekjes•Asked for neglected (smallscale) pub...
Examples from our partnersCustomer Journey Mapping inEdinburgh•Linked to customer insight and business processimprovement•...
Contexts•Segmentation and customer insight  • Successful co-design needs a clear picture    of who the customers are•Resea...
ContextsDesign thinking                                       Benefit  1        • Problem statement            (defining +...
Some issues & lessons • Think about related terms              » Mainstreaming, citizen engagement,                partici...
Any questions?THANK YOU!                 15
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Creating Smarter Cities 2011 - 18 - Peter Cruickshank - CoDesign

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What can co-design mean for a local government? What happens when a municipality transfers ownership of the design process to its citizens? Peter's presentation summarises and contextualises Smart Cities' experience of co-design in relation to co-production, other strategic trends and project themes including customer profiling and customer journey mapping. The presentation includes a review of the co-design aspects of some of the Smart Cities pilots.

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Creating Smarter Cities 2011 - 18 - Peter Cruickshank - CoDesign

  1. 1. Co-design in Smart CitiesPeter Cruickshank, Edinburgh Napier University
  2. 2. Political interest in co-design Groningen’s Mayor Peter Rehwinkel “ to enrol customers in co-design of services… to lower costs of failure” 2
  3. 3. What does ‘co-design’ mean?Concrete work with another partner » ie more than information sharingA change in mindset » moving from what the technological developments can do, to what the stakeholders wantA wholesale change in service design » a transformation of services involving working with end users (or agencies that work with them) 3
  4. 4. Key aspects• Co-design is a collaboration. • Transparency • participation requires continuity of participants • wide-ranging input.• Co-design is a developmental process. • exchange of information and expertise • co-design teaches co-design.• Co-design shifts power to the process • balances rights and freedoms between participants • equality of legitimacy and value in inputs • collective ownership: empowerment and abrogation of power• Co-design activities are outcome-based • practical focus • shared creative intent 4
  5. 5. Relation to co-production Responsibility for design of services Professionals as sole Professionals and service No professional input into service planner users/community as co- service planning planners Professional serviceResponsibility for delivery of services Professionals as provision but Traditional professional Professionals as sole service sole service users/communities service provision deliverers deliverers involved in planning and co-design Professionals and User co-delivery of User/community delivery of users/communities professionally designed Full co-production services with little formal/ as co-deliverers services professional User/community User/community delivery Users/communities Self-organised community delivery of professionally of co-planned or co- as sole deliverers provision planned services designed services NESTA report (2009) 5
  6. 6. Who is involvedTypes of involvement: Horizontal Working with colleagues Smart Cities partners Neighbouring municipalities Ties with language in project objectives 6
  7. 7. Who is involvedTypes of involvement: Vertical Working with stakeholders Other departments Suppliers Agencies Citizens Stakeholder involvement can be legally required 7
  8. 8. Tools & techniquesMeetingsWorkshopsFocus groupsSurveys as alternative to focus group • Mass survey of needs • On specific issuesStakeholder meetingsProcess mapping / customer journey mappingAteliersDesign thinking 8
  9. 9. Examples from our partnersService development in KristiansandCommunity care for those with mental illness• The challenge: involve people and Start-up families• Counter intuitive to co-design – stigmatised users – weak social networks and low insight• Group of potential users trained Preparation and – to support their engagement – help them to act as articulate data gathering representatives of their communities – The training included :committee work, media contact, the responsibilities and roles of different government bodies and how to run a ‘local interest Decision and organisation’• Took 3 to 4 times as long to create implementation the required conditions – But resulting service was better. 9
  10. 10. Examples from our partnersOnline engagement in LeiedalLelijke plekjes – mooie trekjes•Asked for neglected (smallscale) public places to fix•Professionals selected fromlong list•Map and images on thewebsite allows people to seetheir ideas coming true 10
  11. 11. Examples from our partnersCustomer Journey Mapping inEdinburgh•Linked to customer insight and business processimprovement•Focus on emotional insights into customersexperience•Naturally leads to engaging customers in serviceredesign 11
  12. 12. Contexts•Segmentation and customer insight • Successful co-design needs a clear picture of who the customers are•Research design • Can fit with customer research • ‘big picture’ surveys 12
  13. 13. ContextsDesign thinking Benefit 1 • Problem statement (defining + researching) •Solution is focused on real problems 2 • Immersion and empathy •Real user engagement 3 • Synthesis Challenges •Problem definition can take 60% of project time 4 • Ideation •How to sell a creative process when a PID must define the 5 • Prototyping deliverables? 13
  14. 14. Some issues & lessons • Think about related terms » Mainstreaming, citizen engagement, participation, knowledge management • Organisational maturity » ‘Know thyself’ • Requirement for long term, trust-based relationships » Its not a one night stand (or a solitary activity) • Communication & sharing • Case studies • Reports • Workshop 14
  15. 15. Any questions?THANK YOU! 15

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