User involvement at dokk1 presentation at aarhus school of architecture 2015

Dokk1 - Urban Mediaspace Aarhus

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

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

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

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

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

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

..meetings..

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

..workshops..


..idea pitching..


..focus groups..


..vision creating..


..user driven design..


..participatory design..


DESIGN THINKING

Design thinking is about accelerating innovation to create better solutions to the challenges we meet!

Download: www.designthinkingforlibraries.com


Experiments


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


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


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

Vision Mapping

Actors

Staff at main library

Methods Photo communication

Topic Visions and wishes for

Urban Mediaspace


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


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


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


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



Sound scape

Children’s Lab

0-3 year area

Play as cultural experience

Breast feeding room &

Eating room

Rolf Hapel Borgerservice og Biblioteker april 2013

Process for servicedesign


Mapping



”Prepping” – ”The building site”


”Boundary object” for sharing of knowledge and development of mutual understanding and organizational culture


”Reception”



Testing service scenarios


Test of reception


Master classes


Citizens involvement


Involvement of partners


Work group for citizens dialgue Disseminate knowledge and ownership of Dokk1


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


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”.

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

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

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

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

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

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?

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..

Recognition of problem and dialogue on solutions!

..but we can not measure all the "rights" or "wrongs"!


Commitment from leadership

Distinct communication and clear framing Securing involvement Experimenting and challenging where and how work can be done through own actions


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

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

The end