The current smart city agenda is too tech focused. Livable and sustainable cities, where citizens are empowered by human technology, demand a human-centred, design-driven and collaborative approach. It must cut across industries and demographics and bring together diverse perspectives including citizens, government, investors, entrepreneurs, the public sector, private companies and NGO’s. And then, a process of smart prototyping and experimentation is required to actually set things in motion and get things done.
2. 2
Contents
01 introductions xx
02 Why we’re here: the vision of better cities xx
03 the design challenge of cities xx
04 designing at the right altitude
05 Some cases and thoughts from practise xx
06 Closing xx
5. 5
London
São Paulo
Rotterdam
We work across
the globe
From three locations in
two continents, Livework
works with organisations
to create smarter, more
user-centred services
that deliver real value.
Every solution we
develop is unique to the
client, informed by
authentic user insights
and tested to make sure
it works in the real world.
22. 22
The plot thickens: an even bigger challenge
Bottom line
Desirability
Feasibility
Transaction
Relation Customer lifetime value
Production unit
Organisation
Viability
23. 23
The system boundary is the market, the paradigm
winning
Bottom line
Desirability
Feasibility
Transaction
Relation Customer lifetime value
Production unit
Organisation
Viability
24. 24
Long term Triple BL growth
Nested levels
Bottom line
Desirability
Feasibility
Transaction
Relation
Collective
Customer lifetime value
Production unit
Organisation
Consortium
Viability
25. 25
Long term Triple BL
Nested levels
Bottom line
Desirability
Feasibility
Transaction
Relation
Collective
Customer lifetime value
Production unit
Organisation
Consortium
Viability
26. 26
They have fuzzy or
no boundaries
They have many elements
that are related to each
other
they are
constantly
changing
There are many
interdependencies between
stakeholders
The challenge 21st centuries are facing is….
open complex dynamic networked
Why service design?
28. 28
No matter what we work on, our service design approach has a special flavour to it. Here are 6 of the key ingredients of
how we work. Together, they are a very potent mix for service innovation and cx optimisation..
1.
Rooted in
insight
2.
Co-creative
3.
Lifecycles and
journeys
4.
Prototyping
and piloting
5.
Brand driven
6.
Visual
storytelling
The 6 key ingredients of our design approach
Our approach
29. 29
Design thinking
● Intelligent optimism: the ability to resolve paradoxes, and not think either-or, but and-and.
● Responsible assumption: The ability to move forward with incomplete data and uncertainty
● Flexible foresight: The ability to foresee, visualise and validate multiple futures
● Conscious tangibility: The ability to gain insight by making incomplete solutions tangible (prototyping)
● Distributed ego: the ability to actively see problems from different perspectives and use the switching between
perspectives (reframing) as way to get closer to a solution
● Organic learning: The ability to adapt the framing of the problem as the discovery of the solutions pace progresses
● Mental agility: the ability to switch at will between convergence and divergence, analysis and synthesis, inside out
and outside in thinking.
● Playful pattern recognition: The ability to make sense of chaos, to see patterns in seemingly unrelated data points,
to synthesize productively
● Collaborative flow: the ability to forge cohesion and productivity between great variations of stakeholders
● Experienced curiosity: the ability to use ones experience and knowledge, in an unbiased open minded way
31. 31
Human
Designing services for the needs
of people in their context
Consumer
Designing compelling propositions
in a competitive market
Customer
Designing journeys that
engage, delight and retain
User
Designing great interfaces
and interactions
Designing at the right altitude is key!
36. 36
Society
Designing services for the greater need
of resilient societies
Community
Designing services for
communities of people
Human
Designing services for the needs
of people in their context
Consumer
Designing compelling propositions
in a competitive market
Customer
Designing journeys that
engage, delight and retain
User
Designing great interfaces
and interactions
38. 38
Thank you!!
For more information and inspiration please check:
https://www.liveworkstudio.com/collections/the-smartest-city-event/
Erik Roscam Abbing
Group director of innovation at Livework
+31 6 24518462
erik@liveworkstudio.com