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Citizens at the heart of planning

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Virve Hyysalo
Virve Hyysalo

The new central library in Helsinki opened in December 2018 after engaging citizens in designing the space and services through participatory methods. Over 2,300 citizens shared their dreams for the library through an online campaign. Library staff then formed a "Friends of the Central Library" community of 28 citizen designers to provide feedback on four themes: learning spaces, community services, services for immigrants and tourists, and content marketing. This collaborative process helped library staff better understand citizen needs and empowered citizens to shape their public services. Participants found the experience meaningful and most expressed interest in future engagement.

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CITIZENS AT THE HEART OF PLANNING – Co-creating The New Central Library in Helsinki Virve Miettinen Culture and Leisure / City of Helsinki Participation Specialist virve.miettinen@hel.fi 040 168 5748 Twitter: @Wirwe Next Level Service Design 7.3.2018
The new central library will open its doors 6.12.2018. Its contents and operation models have been sought in co-operation with city residents, and partners through participatory design. 2
155 years old institution creating something new… |Meeting- and lounge area 440 m2 | Stage 30 m2 | Pop-up-infos 100m2 | Cinema 490m2 | Multi- purpose hall 350m2 | Lobby areas 150m2 | Back Stage 40m2 | Living lab 200m2 | Exhibition spaces 300m2 | Café 200m2 | Restaurant 300m2 | Interactive spaces 240m2 | Living rooms 500m2 | Children’and Families’ World 600m2 | PersonalOffice-area 400m2 | Studios 160m2 | Makerspace 100m2 | Listening, viewing, game rooms 230m2 | Music, recording and videostudio 400m2 | Service-points & collection area 1600 m2 IDENTITY CRISIS !!! WHY? WHAT? TO WHOM? How do we sketch the future library transitioning to a space for citizens, and community connections?
STARTING POINTS // QUESTIONS How to build the new library and design the services with the users, not for them? What matters to people in our community, what’s relevant for them? How to create a strong relationship (customership) to something that doesn’t yet exist? How to build trust and shared ownership? How to redefine our identity as library and find new ways of making meaning in peoples’ lives? How to find new means to deliver contents and create services that meet the users’ needs? Can we step out from our professional comfort zone and be open to experimenting?
Co-creative toolbox has included a wide variety of different kind of tools and methods, campaigns and approaches – the aim has also been to try out what participation and engagement can mean in public sector context. 5 Partici- patory budgeting Citizen designer community Invitational participatory workshop series Co-creation of social value with stake- holder network Open & interactive architectural competition ”Move to feet” to meet the citizens with talkative librarybikes Open ideas harvesting: digital platform, urban events and advertizing campaign Marketing and reaching new audiences
6 For Helsinki, the concept of citizen engagement and cocreation of public policy is not new. The city has successfully been using participatory design since 2012 (World Design Capital). Alongside the launch of Helsinki’s City Strategy 2017-2021, the city recently introduced a new engagement model, aimed at establishing a ongoing dialogue between the city and its residents.
7 Innovation& service develop- ment Theories of Democracy Marketing and communi- cations Design, (participatory design, co- design) Community & capacity building Decision making, trans- parency Value? COMMU- NITY Value? CITIZEN Value? DECISION MAKER Value? STAKE- HOLDER Value? STAFF How does the community feel about us? Have we reached new audiences? Are people willing to act as our ambassadors? How to find new means to deliver contents and create services that meet the users’ needs? Have we succeeded in increasing the community’s capacity to live an active life? Is the community well connected and involved in public life? Have citizens had an opportunity to provide? Is our goal to get the plan accepted, or the community engaged?
THESE DIFFERENCES BETWEEN VALUES ARE PROFOUND. THE ONLY ERROR IS TO EXCLUDE THE POSSIBILITY THAT PARTICIPATION CAN MEAN SOMETHING ELSE TO A PERSON NEXT TO YOU.
HOW TO BUILD A SHARED STORY AND ENGAGEMENT PEOPLE CAN EASILY CONNECT TO & FIND MEANINGFUL? HOW TO BUILD EMPATHY & TRUST? YOU AND OTHERS YOU FOR OTHERS ”Open the door to the new library. Make it matter to you and to Helsinki. Challenge us.” The New Library Act 2016 - Supporting democracy was added to the tasks of public libraries. From storing books to support citizens’ needs, from collections to connections
DREAM ON! -campaign
11 Dream on! –campaign as a kick off for the open & participatory planning of the Central Library. It consisted of (1) OUTDOOR CAMPAIGN…
12 Dream on! –campaign as a kick off for the open & participatory planning of the Central Library. It consisted of (1) OUTDOOR CAMPAIGN…
13 …2) ONLINE PARTICIPATION Tree of dreams grew in the central library website with slogan future library sprouts from your dreams. Citizens responded with posting 2300 library dreams..
Citizens at the heart of planning
Citizens at the heart of planning
Citizens at the heart of planning
Citizens at the heart of planning
Citizens at the heart of planning
Citizens at the heart of planning
Citizens at the heart of planning
… (3) A SERIES OF URBAN EVENTS that were held during the WDC Year in Helsinki 2012. The physical encounters with people created personal and deeper contact to citizens, with a possibility of two-way interactions and gaining knowledge of peoples’ backgrounds and contexts of their dreams. 21
Qualitative analysis // The ”Dream Job” ? Qualitative sorting and content description of data mass paid out ? Theme creation: sorting ideas to themes and created a unified description of each ? Each description in three parts: general description, quantified summary, individual good illustrating ideas. The theme descriptions illustrative and down to earth ? Further refinement of themes and ideas ? Neighborhood library bonus projects 2014 ? Participatory budgeting ? Pilots and trials ? In central library planning Tutustu tuloksiin kategoriakohtaisesti! 1_kategoria: Hiljaisuuden tilat 2_kategoria: Toiminta ja tapahtumat 3_kategoria: IT ja digitaaliset palvelut 4_kategoria: Oppiminen, ty?skentely, tekeminen 5_kategoria: Erityisryhm?t 6_kategoria: Kokoelma ja sis?ll?t 7_kategoria: Koko p?iv?n palvelut 8_kategoria: Arkkitehtuuri ja sisustus 22
Central Library’s Friends – user designer community
GOALS 24 For participants and citizens ? Influence the planning process, make an impact ? It’s not just about knowing the customers but building trust and a community ? Meet new people, learn new skills, discover new things ? What is relevant for you, and what is relevant to the person sitting next to you – learning empathy & democracy in practice ? Make library matter to you and to your community ? Have fun, be useful, help others For us as a library and as a public service ? Getting to know our customers more personally, finding new target groups, understanding citizens’ needs ? Testing and prototyping ideas ? Creating service concepts and solutions that can compelement or question those constructed by library staff, architects & planners ? Creating a culture of experimention instead of rigid planning processes ? Building ”design readiness” in the public sector
25 STEPS & PROCESS…
26 The advertisement campaign for FCL was launched one and a half months before the first workshop. The campaign was formulated as a “job application” with a slogan: “The central library will not be completed without you. Join us!” 13 000 visits to the website by 6 700 different people, resulting in 95 applications to the FCL community, 28 participants were chosen
AGENDA & THEMES Defining requirements around four themes (1) Service offering in the 2nd floor – a place for citizen skills, learning, exploration and know-how: peer to peer, gaming, studios, workshops & makerspaces (2) A library for communities: volunteering, services and contents for families & children, rules for communal-space use, how to create peer to peer spirit (3) How library can meet the needs of immigrants and tourists better? (4) How to market contents better? How to make visible and share people’s experiences and recommendations? Books, games, movies, music, e-content in space 27
RESULTS ? 7 articulated concepts for CeLib development ? Answers, views and solutions to tens planner and architect problems ? New solutions for making meaning as a library: sketches and ideas for transitioning the library to a space for citizens and community connections ? New perspectives and critical insights to ongoing planning directions ? Deeper understanding of our customers and their needs ? Empowered citizens to build a better city ? Empowered staff members open for experiments and co-creation ? Concretized what the City strategy on increased citizen participation can mean ? Positive feedback from participants (25) and participating staff members (12)
EXPERIENCES & FEEDBACK FROM PARTICIPANTS 29 For the first time I really identified myself as a Helsinki resident. I felt [FCL] was something very important. I also felt that my opinions and ideas were truly cared about. Our group worked well towards shared goals in a positive way. Thanks also to the organizers—it was great to participate in such carefully planned sessions. The good spirit [was memorable]. The creative ideas that grew and that people refined together. Also, thanks for well-coordinated and well-planned sessions ... After the sessions the feeling was as if one had just run a marathon (I was always pretty exhausted from all the innovating).
EXPERIENCES & FEEDBACK FROM FACILITATORS 30 “I work as a planner, and I don’t have so many possibilities to observe or interview customers, or simply have a chat with them. Workshops were a brilliant way to make a real-time contact and have a chance to directly hear from citizens how they experience our services.” From my point of view participatory design is definitely the direction in which we should be heading in the public sector. Citizens today expect more transparent, accessible, and responsive services—and those expectations are rising... I gained a lot of joy from this to enrich my own work.
31 Should we continue working with FCL? YES 25/ 25 NO 0/25 Would you join us for the next round? YES 22/ 25 NO 3/25
THREE THINGS TO DEVELOP WERE RAISED BY FACILITATORS: 1. More integral participation from the management and top-level planners from the onset 2. More clear indication of how results would be implemented in CelLib planning 3. Deeper training in the participative methods
TAKE HOME MESSAGES Get past the co-design buzz and put it into practice – in a way that works for you. Build trust. Both parties (professionals + citizens) need to show their true selves and be able to step in another’s shoes. Don’t hide behind your professional role. Facilitate the process but let the citizens decide the direction and create the contents. It isn’t always easy – co-design takes work. But eventually it will change the way you work. While the planning component can feel (and sometimes be) lengthier, the process is almost always more efficient overall. Co-design eliminates confusions & misconceptions, and brings greater clarity to everyone involved. Co-design leads to empathy and consideration for all users – both internally and externally. UDC is a way of working that forces you to tackle the real issues, not “tick the participation box” / “hope they will show up & magic happens” –orientation. 33
Thank you! Virve Miettinen Culture and Leisure / City of Helsinki Participation Specialist virve.miettinen@hel.fi 040 168 5748 Twitter: @Wirwe

More Related Content

Citizens at the heart of planning

  • 1. CITIZENS AT THE HEART OF PLANNING – Co-creating The New Central Library in Helsinki Virve Miettinen Culture and Leisure / City of Helsinki Participation Specialist virve.miettinen@hel.fi 040 168 5748 Twitter: @Wirwe Next Level Service Design 7.3.2018
  • 2. The new central library will open its doors 6.12.2018. Its contents and operation models have been sought in co-operation with city residents, and partners through participatory design. 2
  • 3. 155 years old institution creating something new… |Meeting- and lounge area 440 m2 | Stage 30 m2 | Pop-up-infos 100m2 | Cinema 490m2 | Multi- purpose hall 350m2 | Lobby areas 150m2 | Back Stage 40m2 | Living lab 200m2 | Exhibition spaces 300m2 | Café 200m2 | Restaurant 300m2 | Interactive spaces 240m2 | Living rooms 500m2 | Children’and Families’ World 600m2 | PersonalOffice-area 400m2 | Studios 160m2 | Makerspace 100m2 | Listening, viewing, game rooms 230m2 | Music, recording and videostudio 400m2 | Service-points & collection area 1600 m2 IDENTITY CRISIS !!! WHY? WHAT? TO WHOM? How do we sketch the future library transitioning to a space for citizens, and community connections?
  • 4. STARTING POINTS // QUESTIONS How to build the new library and design the services with the users, not for them? What matters to people in our community, what’s relevant for them? How to create a strong relationship (customership) to something that doesn’t yet exist? How to build trust and shared ownership? How to redefine our identity as library and find new ways of making meaning in peoples’ lives? How to find new means to deliver contents and create services that meet the users’ needs? Can we step out from our professional comfort zone and be open to experimenting?
  • 5. Co-creative toolbox has included a wide variety of different kind of tools and methods, campaigns and approaches – the aim has also been to try out what participation and engagement can mean in public sector context. 5 Partici- patory budgeting Citizen designer community Invitational participatory workshop series Co-creation of social value with stake- holder network Open & interactive architectural competition ”Move to feet” to meet the citizens with talkative librarybikes Open ideas harvesting: digital platform, urban events and advertizing campaign Marketing and reaching new audiences
  • 6. 6 For Helsinki, the concept of citizen engagement and cocreation of public policy is not new. The city has successfully been using participatory design since 2012 (World Design Capital). Alongside the launch of Helsinki’s City Strategy 2017-2021, the city recently introduced a new engagement model, aimed at establishing a ongoing dialogue between the city and its residents.
  • 7. 7 Innovation& service develop- ment Theories of Democracy Marketing and communi- cations Design, (participatory design, co- design) Community & capacity building Decision making, trans- parency Value? COMMU- NITY Value? CITIZEN Value? DECISION MAKER Value? STAKE- HOLDER Value? STAFF How does the community feel about us? Have we reached new audiences? Are people willing to act as our ambassadors? How to find new means to deliver contents and create services that meet the users’ needs? Have we succeeded in increasing the community’s capacity to live an active life? Is the community well connected and involved in public life? Have citizens had an opportunity to provide? Is our goal to get the plan accepted, or the community engaged?
  • 8. THESE DIFFERENCES BETWEEN VALUES ARE PROFOUND. THE ONLY ERROR IS TO EXCLUDE THE POSSIBILITY THAT PARTICIPATION CAN MEAN SOMETHING ELSE TO A PERSON NEXT TO YOU.
  • 9. HOW TO BUILD A SHARED STORY AND ENGAGEMENT PEOPLE CAN EASILY CONNECT TO & FIND MEANINGFUL? HOW TO BUILD EMPATHY & TRUST? YOU AND OTHERS YOU FOR OTHERS ”Open the door to the new library. Make it matter to you and to Helsinki. Challenge us.” The New Library Act 2016 - Supporting democracy was added to the tasks of public libraries. From storing books to support citizens’ needs, from collections to connections
  • 11. 11 Dream on! –campaign as a kick off for the open & participatory planning of the Central Library. It consisted of (1) OUTDOOR CAMPAIGN…
  • 12. 12 Dream on! –campaign as a kick off for the open & participatory planning of the Central Library. It consisted of (1) OUTDOOR CAMPAIGN…
  • 13. 13 …2) ONLINE PARTICIPATION Tree of dreams grew in the central library website with slogan future library sprouts from your dreams. Citizens responded with posting 2300 library dreams..
  • 21. … (3) A SERIES OF URBAN EVENTS that were held during the WDC Year in Helsinki 2012. The physical encounters with people created personal and deeper contact to citizens, with a possibility of two-way interactions and gaining knowledge of peoples’ backgrounds and contexts of their dreams. 21
  • 22. Qualitative analysis // The ”Dream Job” ? Qualitative sorting and content description of data mass paid out ? Theme creation: sorting ideas to themes and created a unified description of each ? Each description in three parts: general description, quantified summary, individual good illustrating ideas. The theme descriptions illustrative and down to earth ? Further refinement of themes and ideas ? Neighborhood library bonus projects 2014 ? Participatory budgeting ? Pilots and trials ? In central library planning Tutustu tuloksiin kategoriakohtaisesti! 1_kategoria: Hiljaisuuden tilat 2_kategoria: Toiminta ja tapahtumat 3_kategoria: IT ja digitaaliset palvelut 4_kategoria: Oppiminen, ty?skentely, tekeminen 5_kategoria: Erityisryhm?t 6_kategoria: Kokoelma ja sis?ll?t 7_kategoria: Koko p?iv?n palvelut 8_kategoria: Arkkitehtuuri ja sisustus 22
  • 23. Central Library’s Friends – user designer community
  • 24. GOALS 24 For participants and citizens ? Influence the planning process, make an impact ? It’s not just about knowing the customers but building trust and a community ? Meet new people, learn new skills, discover new things ? What is relevant for you, and what is relevant to the person sitting next to you – learning empathy & democracy in practice ? Make library matter to you and to your community ? Have fun, be useful, help others For us as a library and as a public service ? Getting to know our customers more personally, finding new target groups, understanding citizens’ needs ? Testing and prototyping ideas ? Creating service concepts and solutions that can compelement or question those constructed by library staff, architects & planners ? Creating a culture of experimention instead of rigid planning processes ? Building ”design readiness” in the public sector
  • 26. 26 The advertisement campaign for FCL was launched one and a half months before the first workshop. The campaign was formulated as a “job application” with a slogan: “The central library will not be completed without you. Join us!” 13 000 visits to the website by 6 700 different people, resulting in 95 applications to the FCL community, 28 participants were chosen
  • 27. AGENDA & THEMES Defining requirements around four themes (1) Service offering in the 2nd floor – a place for citizen skills, learning, exploration and know-how: peer to peer, gaming, studios, workshops & makerspaces (2) A library for communities: volunteering, services and contents for families & children, rules for communal-space use, how to create peer to peer spirit (3) How library can meet the needs of immigrants and tourists better? (4) How to market contents better? How to make visible and share people’s experiences and recommendations? Books, games, movies, music, e-content in space 27
  • 28. RESULTS ? 7 articulated concepts for CeLib development ? Answers, views and solutions to tens planner and architect problems ? New solutions for making meaning as a library: sketches and ideas for transitioning the library to a space for citizens and community connections ? New perspectives and critical insights to ongoing planning directions ? Deeper understanding of our customers and their needs ? Empowered citizens to build a better city ? Empowered staff members open for experiments and co-creation ? Concretized what the City strategy on increased citizen participation can mean ? Positive feedback from participants (25) and participating staff members (12)
  • 29. EXPERIENCES & FEEDBACK FROM PARTICIPANTS 29 For the first time I really identified myself as a Helsinki resident. I felt [FCL] was something very important. I also felt that my opinions and ideas were truly cared about. Our group worked well towards shared goals in a positive way. Thanks also to the organizers—it was great to participate in such carefully planned sessions. The good spirit [was memorable]. The creative ideas that grew and that people refined together. Also, thanks for well-coordinated and well-planned sessions ... After the sessions the feeling was as if one had just run a marathon (I was always pretty exhausted from all the innovating).
  • 30. EXPERIENCES & FEEDBACK FROM FACILITATORS 30 “I work as a planner, and I don’t have so many possibilities to observe or interview customers, or simply have a chat with them. Workshops were a brilliant way to make a real-time contact and have a chance to directly hear from citizens how they experience our services.” From my point of view participatory design is definitely the direction in which we should be heading in the public sector. Citizens today expect more transparent, accessible, and responsive services—and those expectations are rising... I gained a lot of joy from this to enrich my own work.
  • 31. 31 Should we continue working with FCL? YES 25/ 25 NO 0/25 Would you join us for the next round? YES 22/ 25 NO 3/25
  • 32. THREE THINGS TO DEVELOP WERE RAISED BY FACILITATORS: 1. More integral participation from the management and top-level planners from the onset 2. More clear indication of how results would be implemented in CelLib planning 3. Deeper training in the participative methods
  • 33. TAKE HOME MESSAGES Get past the co-design buzz and put it into practice – in a way that works for you. Build trust. Both parties (professionals + citizens) need to show their true selves and be able to step in another’s shoes. Don’t hide behind your professional role. Facilitate the process but let the citizens decide the direction and create the contents. It isn’t always easy – co-design takes work. But eventually it will change the way you work. While the planning component can feel (and sometimes be) lengthier, the process is almost always more efficient overall. Co-design eliminates confusions & misconceptions, and brings greater clarity to everyone involved. Co-design leads to empathy and consideration for all users – both internally and externally. UDC is a way of working that forces you to tackle the real issues, not “tick the participation box” / “hope they will show up & magic happens” –orientation. 33
  • 34. Thank you! Virve Miettinen Culture and Leisure / City of Helsinki Participation Specialist virve.miettinen@hel.fi 040 168 5748 Twitter: @Wirwe