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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..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
..idea pitching..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
..focus groups..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
..vision creating..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
..user driven design..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
..participatory design..
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
DESIGN THINKING
Design thinking is about accelerating innovation to create better solutions to the challenges we meet!
Download: www.designthinkingforlibraries.com
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
Experiments
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
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
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
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
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
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
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
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
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
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
Rolf Hapel, Citizens' Services and Libraries, Aarhus, Denmark
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
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
Mapping
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
Rolf Hapel Borgerservice og Biblioteker april 2013
”Prepping” – ”The building site”
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
”Boundary object” for sharing of knowledge and development of mutual understanding and organizational culture
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
”Reception”
Rolf Hapel Borgerservice og Biblioteker april 2013
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
Testing service scenarios
Rolf Hapel Borgerservice og Biblioteker april 2013
Test of reception
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
Master classes
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
Citizens involvement
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
Involvement of partners
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
Work group for citizens dialgue Disseminate knowledge and ownership of Dokk1
Rolf Hapel Borgerservice og Biblioteker Aarhus Kommune
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
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"!
Rolf Hapel Borgerservice og Biblioteker
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
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