Service Design in Public Sector: Boostinginnovation through design

ServDes 2016Copenhagen 25th May

Francesca RizzoUniversity of Bologna

Alessandro DesertiOnur CobanliPolitecnico di Milano

Some experiences in field researchand practice

The Periphèria Project: the Milano pilotPeripheria is a EU funded project aiming at experimenting new smart city services. Politecnico di Milano, as a project partner, decided to pilot new services in the neighbourhood where its campus is located, involving people from the campus and from the neighbourhood as co-designers and co-producers.

The Periphèria project. Direct results

&CO: extend the lifecycle of materials responding to two different needs

Stick Around: supporting people self-organised activities

Toc Toc: helping each other in a sharing community

Programme of sport events in Piazza Leonardo da Vinci (first edition)

Programme of sport events in Piazza Leonardo da Vinci (second edition)

The Periphèria project. Indirect results Politecnico di Milano tookthe initiative and developed the long-term vision for the neighbourhood, becoming the main player in the process of change;The Milano municipality joined the co-design process;The experimental apps developed within the project are funded and commercialisedThe Municipality is co-design with Politecnico a new square

The MyNeighborhood project. The Milano pilotMyN has been a EU-funded project (2013-2015) that aimed to identify and support the establishment and the upscale of grassroots and community-based initiatives, through the adoption of a web-based service platform. Quarto Oggiaro is the Milano Neighborhood where the project experimented co-design to address problems of social inclusion of young and elderly people.

The MyN project. Direct resultsThe Quarto Gardening service: the Quarto Oggiaro school of agriculture supported the neighbourhood in the maintenance of the green areas.

The MyN project. Direct resultsThe Quarto Food Club service: the Quarto Oggiaro hotel school supported the neighbourhood in offering meals to elderly people as a way of improving their social life.

The MyN Project. Indirect results The engagement of the employees of the municipality in the design experiments has activated knowledge transfer processes, triggering changes in the organisation.Quarto Gardening and Quarto Food services led to changes in the protocols (needed to redesign the students’ curricula) of the involved public schools.

First conclusion from the field

The situatedness of designComplex participatory design as a systemic action involving a large number of actors and stakeholders in a frame of tensions or open conflicts.It postulates going beyond the established UCD practice, extending the idea of participation in the design process.

Back from design thinking to design cultureThe introduction of DT in the domain of businessDesign thinking is … a discipline that uses the designer's sensibility and methods to match people's needs with what is technologically feasible and what a viable business can convert into consumer value and market opportunity.(Tim Brown, 2008)

Back from design thinking to design cultureThe critiques to design thinking

_ The is no such thing as design thinking;_ It does not take into account the situatedness of the

design practice;_ It extends rather than bridge the gap between thinking

and doing;_ It is indifferent to competences;_ It affects only the top of the organizations without

penetrating into their depth;_ It has become a managerial fad.

Design thinking is a useful myth.(Don Norman, 2010)

Back from design thinking to design cultureThe critiques to design thinking

If designers are going to realize the full potential of design thought, then they should also learn to analyze how the situations that frame design practice are themselves constructed. [It is necessary to] move from a focus on design as something as floating free in a universalized or decontextualized set of arrangements to design as always itself part of particular historical, cultural, political arrangements that in turn have consequences for its possibilities.(Victor Margolin, 2002).

The situatedness of design

The situatedness of design cultureThe idea of design context.

AgentsActors, stakeholders, …

EnvironmentTangible and intangible

spaces and infrastructures

SituationCircumstance or occasion that leads to a

problem to be solved

Design practice context

Interpretative frame

Design projects as context-infrastructure for the implementation of the interactive playground

Interpretative frameDesign processes are not just introducing solutions, but also changing the frame where those solutions are introduced.Context is not only an ex-ante entity that we can analyze, draw information from and interpret before the design action, but a living environment that might be transformed during the design process.

Interpretative frameOne of the agents that may be significantly transformed through and during the design process is the organisation that leads the design process itself.On this we based some reflections on the relation between design and organisational change in public sector.

WhatWe do

Values

Culture

Shook’s modelChange behaviour to change culture

Shein’s modelChange assumptions to change behaviour

Visible

Invisible

Interpretative frameThe new territories of application of design approaches and methods typically amplify the systemic dimension of the problems to be faced.Those that we used to consider the traditional design objects can be seen as terminals of complex systems, that may become the very object of the transformation.

Interpretative frame and conclusionsThe risk for designers entering these territories is twofold:_ seeing just the top of the iceberg;_ imagining that design by itself may have the capacity of

changing the system as a whole.

Conclusions

The introduction of the participatory design perspective per se does not seem enough to establish adequate new practices.

-  Con%nuousmedia%onwiththealreadyestablishedprac%cesisneeded;

-  Extensionoftheno%onofpar%cipatorydesigntoadvancedPDorcomplexpar%cipatorydesignforalignmentanddesigncultureinteriorisa%on;

-  Reconnec%onofthesmallandbo@om-upprojectsandini%a%vestothewholestrategicvision;

-  Boundingofdesignprojectswiththemanagementoftheorganisa%onalchange.

Organisational change issues are actually unknown to most of the designers

Thecasesshowhowtheconcep%onanddeliveryofthenewservicesisboundtothecrea%onofnetworksandpartnershipsthatinturnrequirethedevelopmentofnewpolicies.

Someoftheservicedesigntools-suchasthe“actorsmapping”,the“stakeholders’matrix”,apparentlyputbothfeetinthefieldoforganisa%onalchangewithoutasoundunderstandingofitscomplexity.

Designcultureandorganisa0onalchange

Theintroduc%onofdesigncultureinthepublicsectorisinitsini%alphases:designmethodsandtoolsares%lllargelyunknownbypublicins%tu%onsanddesignknowledgeiss%llfarfromhavingenteredthepublicorganisa%onsatalargescale,affec%ngtheirdailyprocessesandtheirunderpinnedculture.

SIC–SocialInnova0onCommunity2016-2019

FrancescaRizzo,UniversityofBolognaf.rizzo@unibo.it

SAVE THE DATE

20th 23rd Sept 2016

SIC Summer School: Urban Social Innovation20th - 23rd September, TilburgIn conjunction with the European SI Week

Morning session 9.00 -12.00 20 September Focus day 1: Municipalities and cultural change. Learning how to implement SI through the application of co-design approach on Urban Social challenges Case study presentation on diversity, ageing and inclusion

21 September Focus day 2: The role of intermediaries on Urban SI scaling-up Learning how to facilitate, reconnect and synergy actors and stakeholders to build a diffuse SI city platform Case study presentation on Unemployment and economic systems

22 September Focus day 3: Developing Urban SI ecosystems. Learning about intermediaries, infrastructures, citizens innovation networks and Policy Design Case study presentation on environment and climate change

23 September Focus day 4: Social Innovation network governance. Leaning about visions, strategies and methods

Afternoon session 14.00 – 18.00 Interactive session with participants Thematic strands of the working groups:

1. Unemployment and economic systems

2. Diversity, ageing and inclusion

3. Environment and climate change

Thematic strands of the working groups:

• Unemployment and economic systems

• Diversity, ageing and inclusion

• Environment and climate chance

Thematic strands of the working groups:

1. Unemployment and economic systems

2. Diversity, ageing and inclusion

3. Environment and climate change

Lessons learned, results for networks and SuS 2017 / 2018