Public Participation in Local Governments -
United Nations
Public Participation in Local Governments -
United Nations
Public Participation in Local Governments -
United Nations
Service Design, Interaction Design
Service Design, Interaction Design
Service Design, Interaction Design
Team : Kazuhiro Naito, Madhurya Katragadda, Marta Suslow, Sujeet Kumar, Yashasri Sadagopan.
Role : Service Design, UX Design of digital prototype.
Timeline : November 2022- February 2023, Term Project at the Royal College of Art.
Client : UN Habitat
Mentor: Dr Nicolás Rebolledo Bustamente
Note about Terminologies in our project:
Local Governments refers to different Boroughs of London
Enablers/Partners are used to describe domain experts working with the government such as freelancers, innovation agencies, non-profits,etc.
Team : Kazuhiro Naito, Madhurya Katragadda, Marta Suslow, Sujeet Kumar, Yashasri Sadagopan.
Role : Service Design, UX Design of digital prototype.
Timeline : November 2022- February 2023, Term Project at the Royal College of Art.
Client : UN Habitat
Mentor: Dr Nicolás Rebolledo Bustamente
Note about Terminologies in our project:
Local Governments refers to different Boroughs of London
Enablers/Partners are used to describe domain experts working with the government such as freelancers, innovation agencies, non-profits,etc.
Team : Kazuhiro Naito, Madhurya Katragadda, Marta Suslow, Sujeet Kumar, Yashasri Sadagopan.
Role : Service Design, UX Design of digital prototype.
Timeline : November 2022- February 2023, Term Project at the Royal College of Art.
Client : UN Habitat
Mentor: Dr Nicolás Rebolledo Bustamente
Note about Terminologies in our project:
Local Governments refers to different Boroughs of London
Enablers/Partners are used to describe domain experts working with the government such as freelancers, innovation agencies, non-profits,etc.
Brief from the UN
The UN Habitat has a multi-stakeholder initiative called The People Centered Smart Cities Flagship Programme. Within this lies the Digital Helpdesk for Cities which brings together UN Agencies, city networks, development banks and other organizations to provide technical support to cities through digital transformation and digital governance. Their expectation from the brief was to explore how a service that brings together a global community of actors through new and existing networks of communities would look like, its integration with the Digital Helpdesk and possible implementation through a pilot project currently being conducted in four European cities.
The UN Habitat has a multi-stakeholder initiative called The People Centered Smart Cities Flagship Programme. Within this lies the Digital Helpdesk for Cities which brings together UN Agencies, city networks, development banks and other organizations to provide technical support to cities through digital transformation and digital governance. Their expectation from the brief was to explore how a service that brings together a global community of actors through new and existing networks of communities would look like, its integration with the Digital Helpdesk and possible implementation through a pilot project currently being conducted in four European cities.
Our Approach
Our Approach
Our Approach
We began our initial research into people centered smart cities and realised that a lot of these initiatives fail because they do not take the citizens' perspective into consideration. Smart cities are often developed from technology point of view and citizens take a backseat. This led us into understanding how Public Participation is being deployed in governance.
We began our initial research into people centered smart cities and realised that a lot of these initiatives fail because they do not take the citizens' perspective into consideration. Smart cities are often developed from technology point of view and citizens take a backseat. This led us into understanding how Public Participation is being deployed in governance.
We began our initial research into people centered smart cities and realised that a lot of these initiatives fail because they do not take the citizens' perspective into consideration. Smart cities are often developed from technology point of view and citizens take a backseat. This led us into understanding how Public Participation is being deployed in governance.
For our project, we decided to focus on the region of London city. There are platforms for citizen participation that have been launched by the government but the engagement levels on the platform are very low. Our initial question was to understand how these initatives are created, launched and impact the public.
For our project, we decided to focus on the region of London city. There are platforms for citizen participation that have been launched by the government but the engagement levels on the platform are very low. Our initial question was to understand how these initatives are created, launched and impact the public.
For our project, we decided to focus on the region of London city. There are platforms for citizen participation that have been launched by the government but the engagement levels on the platform are very low. Our initial question was to understand how these initatives are created, launched and impact the public.
Discovery Phase
Research Phase
Our extensive research phase involved
Ongoing conversation with the UN Habitat representatives.
Desk research of the UN Habitat documentation, literature review and existing services/platforms in policy.
Interviews with civil servants and local councillors in various boroughs of London like Camden, Plaistow, Southwark, West Ham, freelancers and domain experts from organizations like Nesta, MIT Collective Intelligence, CitizenLab, Public Digital and Collective Intelligence lab.
Community Assembly events where citizens are involved in local governance.
Our extensive research phase involved
Ongoing conversation with the UN Habitat representatives.
Desk research of the UN Habitat documentation, literature review and existing services/platforms in policy.
Interviews with civil servants and local councillors in various boroughs of London like Camden, Plaistow, Southwark, West Ham, freelancers and domain experts from organizations like Nesta, MIT Collective Intelligence, CitizenLab, Public Digital and Collective Intelligence lab.
Community Assembly events where citizens are involved in local governance.
Stakeholder Map
The policy field is a complex ecosystem with multiple stakeholders. We decided to simplify this ecosystem by categorising the three main stakeholder groups - Local Government, Partners and Citizens.
The policy field is a complex ecosystem with multiple stakeholders. We decided to simplify this ecosystem by categorising the three main stakeholder groups - Local Government, Partners and Citizens.
Public Participation Journey
Then, we mapped out the journey that the government follows from initiation to implementation of an initiative that involves public participation to understand the pain points and opportunity areas at each step.
Then, we mapped out the journey that the government follows from initiation to implementation of an initiative that involves public participation to understand the pain points and opportunity areas at each step.
Insights
We collated the insights we received from the three stakeholder groups - Citizens, Local Government and Enabling Entities (Partners) as follows.
We collated the insights we received from the three stakeholder groups - Citizens, Local Government and Enabling Entities (Partners) as follows.
In Summary: A Two Sided Problem
Define Phase
Our Primary Users - Who we are creating value for
Define Phase
Our Primary Users - Who we are creating value for
Define Phase
Our Primary Users - Who we are creating value for
Through our insight summary it is clear that there is a gap between civil servants and enablers. We dove deeper into understanding their POVs through their personas.
Through our insight summary it is clear that there is a gap between civil servants and enablers. We dove deeper into understanding their POVs through their personas.
Value Proposition
We identified an opportunity for bringing about structure in an otherwise fragmented and disconnected process.
We identified an opportunity for bringing about structure in an otherwise fragmented and disconnected process.
Develop Phase
Introducing Unify - a platform that connects local governments with partners. Lets see how the matchmaking works for our personas - Trish, a civil servant and Arnauld, a partner.
Develop Phase
Introducing Unify - a platform that connects local governments with partners. Lets see how the matchmaking works for our personas - Trish, a civil servant and Arnauld, a partner.
Develop Phase
Introducing Unify - a platform that connects local governments with partners. Lets see how the matchmaking works for our personas - Trish, a civil servant and Arnauld, a partner.
Trish is the Public Participation Lead for Newham.
She is responsible for ensuring maximum participation of citizens in govt. initiatives.
Currently she is tasked with engaging citizens in the Green City Project. She is finding it difficult to engage and sustain citizen participation because lack of in-house expertise and wants help in executing this project.
She comes across Unify and decides to give it a shot!
She registers into the platform as a local govt body and starts looking for help by entering her requirements and project details.
Trish is the Public Participation Lead for Newham.
She is responsible for ensuring maximum participation of citizens in govt. initiatives.
Currently she is tasked with engaging citizens in the Green City Project. She is finding it difficult to engage and sustain citizen participation because lack of in-house expertise and wants help in executing this project.
She comes across Unify and decides to give it a shot!
She registers into the platform as a local govt body and starts looking for help by entering her requirements and project details.
Trish is the Public Participation Lead for Newham.
She is responsible for ensuring maximum participation of citizens in govt. initiatives.
Currently she is tasked with engaging citizens in the Green City Project. She is finding it difficult to engage and sustain citizen participation because lack of in-house expertise and wants help in executing this project.
She comes across Unify and decides to give it a shot!
She registers into the platform as a local govt body and starts looking for help by entering her requirements and project details.
Trish enters the portal and scrolls through the page to review job listings to identify potential partners whom she can onboard on to green city project.
She can also look at the events launched by the local government to co-create projects with enablers, hyperlocal success stories etc
Trish enters the portal and scrolls through the page to review job listings to identify potential partners whom she can onboard on to green city project.
She can also look at the events launched by the local government to co-create projects with enablers, hyperlocal success stories etc
Trish enters the portal and scrolls through the page to review job listings to identify potential partners whom she can onboard on to green city project.
She can also look at the events launched by the local government to co-create projects with enablers, hyperlocal success stories etc
She clicks on the job and lands on the job bulletin page and finds interested partners who would like to support the project.
In addition, she also has an option to consult with the UN.
The platform recommends Arnauld’s profile to Trish based on his expertise and availability.
She clicks on the job and lands on the job bulletin page and finds interested partners who would like to support the project.
In addition, she also has an option to consult with the UN.
The platform recommends Arnauld’s profile to Trish based on his expertise and availability.
She clicks on the job and lands on the job bulletin page and finds interested partners who would like to support the project.
In addition, she also has an option to consult with the UN.
The platform recommends Arnauld’s profile to Trish based on his expertise and availability.
Trish reviews Arnauld's profile.
She looks at his skills, CV, recommendations and relevant projects he has worked on.
Also, she notices that is a Certified Partner!
Satisfied with his skill-set she decides to connect with him.
Trish reviews Arnauld's profile.
She looks at his skills, CV, recommendations and relevant projects he has worked on.
Also, she notices that is a Certified Partner!
Satisfied with his skill-set she decides to connect with him.
Trish reviews Arnauld's profile.
She looks at his skills, CV, recommendations and relevant projects he has worked on.
Also, she notices that is a Certified Partner!
Satisfied with his skill-set she decides to connect with him.
Now let's look at Arnold. He is a freelance governance expert and was invited by the UN to join the platform.
Before he signed up on the platform, he found it difficult to work with governments as he had limited say in the decision-making process.
First, Arnauld enters the platform as a partner.
Now let's look at Arnold. He is a freelance governance expert and was invited by the UN to join the platform.
Before he signed up on the platform, he found it difficult to work with governments as he had limited say in the decision-making process.
First, Arnauld enters the platform as a partner.
Now let's look at Arnold. He is a freelance governance expert and was invited by the UN to join the platform.
Before he signed up on the platform, he found it difficult to work with governments as he had limited say in the decision-making process.
First, Arnauld enters the platform as a partner.
He has an invitation to a meeting from Trish and thus enters the portal. When registering on the platform for the first time, he must either be invited by the UN or apply for membership.
He has an invitation to a meeting from Trish and thus enters the portal. When registering on the platform for the first time, he must either be invited by the UN or apply for membership.
He has an invitation to a meeting from Trish and thus enters the portal. When registering on the platform for the first time, he must either be invited by the UN or apply for membership.
He reviews Trish's recommended job for the Green City Project and is interested in contributing to the project. So he applies for the position. Once they connect, they would work together on the project.
He reviews Trish's recommended job for the Green City Project and is interested in contributing to the project. So he applies for the position. Once they connect, they would work together on the project.
He reviews Trish's recommended job for the Green City Project and is interested in contributing to the project. So he applies for the position. Once they connect, they would work together on the project.
Knowledge Repository
Once the project is successfully completed, the case study will be uploaded to the knowledge repository for future reference.
The repository also offers tailored support and a glossary of terms used in the policy-making process.
It is a hub for amassing the collective intelligence of all the local governments which will evolve into a rich storehouse of reference in the future, provide necessary connections to relevant partners and local governments for ongoing support and connect with the UN if necessary.
Knowledge Repository
Once the project is successfully completed, the case study will be uploaded to the knowledge repository for future reference.
The repository also offers tailored support and a glossary of terms used in the policy-making process.
It is a hub for amassing the collective intelligence of all the local governments which will evolve into a rich storehouse of reference in the future, provide necessary connections to relevant partners and local governments for ongoing support and connect with the UN if necessary.
Knowledge Repository
Once the project is successfully completed, the case study will be uploaded to the knowledge repository for future reference.
The repository also offers tailored support and a glossary of terms used in the policy-making process.
It is a hub for amassing the collective intelligence of all the local governments which will evolve into a rich storehouse of reference in the future, provide necessary connections to relevant partners and local governments for ongoing support and connect with the UN if necessary.
Business Model
Now, let’s take a look at the business model for Unify, and the value exchange between these stakeholders.
Now, let’s take a look at the business model for Unify, and the value exchange between these stakeholders.
Now, let’s take a look at the business model for Unify, and the value exchange between these stakeholders.
Flow of Money
Based on the feedback from the UN Habitat, we have positioned Unify as a non-profit entity, which is operated on grant-based funding.
Flow of Data
Through Unify, civil servants post job opportunities for partners.
And partners can collaborate with civil servants by showcasing their expertise.
Flow of Value
UN Habitat will provide partners with verification.
And partners will provide civil servants with knowledge and skills.
At the end, UN Habitat can carry out their mission through public participation in cities.
Flow of Money
Based on the feedback from the UN Habitat, we have positioned Unify as a non-profit entity, which is operated on grant-based funding.
Flow of Data
Through Unify, civil servants post job opportunities for partners.
And partners can collaborate with civil servants by showcasing their expertise.
Flow of Value
UN Habitat will provide partners with verification.
And partners will provide civil servants with knowledge and skills.
At the end, UN Habitat can carry out their mission through public participation in cities.
Flow of Money
Based on the feedback from the UN Habitat, we have positioned Unify as a non-profit entity, which is operated on grant-based funding.
Flow of Data
Through Unify, civil servants post job opportunities for partners.
And partners can collaborate with civil servants by showcasing their expertise.
Flow of Value
UN Habitat will provide partners with verification.
And partners will provide civil servants with knowledge and skills.
At the end, UN Habitat can carry out their mission through public participation in cities.
Prototyping and Delivery Phase
Low Fidelity Prototype Testing
Local Government and Partner Profiles
Prototyping and Delivery Phase
Low Fidelity Prototype Testing
Local Government and Partner Profiles
Prototyping and Delivery Phase
Low Fidelity Prototype Testing
Local Government and Partner Profiles
Hypothesis Testing
We tested our user, value and business hypothesis through initial prototypes with Civil servants including Councillors, Partners including freelancers, and domain experts to refine the service.
We tested our user, value and business hypothesis through initial prototypes with Civil servants including Councillors, Partners including freelancers, and domain experts to refine the service.
User Hypothesis
The proposition will be desirable to civil servants as well as partners.
Value Hypothesis
The platform should be limited to
partners invited by civil servants to maintain credibility
The knowledge repository will be a cost effective way to access expertise.
Business Hypothesis
‘Subscription/ Commission based business model’, where the local governments and partners pay for the service.
Feedback
Re-Iteration and Feedback Incorporating
Re-Iteration and Feedback Incorporating
Service Positioning
Service Positioning
In the current ecosystem of public participation, there are platforms connecting citizens and the local governments but the enablers are not able to successfully add value because there is no established methodology of having a connection between enablers and the local government. Unify aims to be this missing link in the ecosystem.
In the current ecosystem of public participation, there are platforms connecting citizens and the local governments but the enablers are not able to successfully add value because there is no established methodology of having a connection between enablers and the local government. Unify aims to be this missing link in the ecosystem.
Next Steps - The Road Ahead for Unify
Next Steps - The Road Ahead for Unify
Feedback
Feedback
"Very good presentation and storytelling, very clear problem, strong research and clear value proposition. Excellent user journey. It makes the proposition very clear and robust. The business model explanation helped clarify the logic of value exchange.
It is always important to clarify the original assumptions and constraints of working within the public sector and international organisations. More clarity of the format of the project is important; perhaps it is more important to clarify that this is a B2B project.
This is the “service of the service”. In this logic, the involvement of citizens is as final beneficiaries and/or as validators.
Good experiment plan. You managed to be very rigorous in understanding users, values and hypotheses.
Excellent project overall. "
"Very good presentation and storytelling, very clear problem, strong research and clear value proposition. Excellent user journey. It makes the proposition very clear and robust. The business model explanation helped clarify the logic of value exchange.
It is always important to clarify the original assumptions and constraints of working within the public sector and international organisations. More clarity of the format of the project is important; perhaps it is more important to clarify that this is a B2B project.
This is the “service of the service”. In this logic, the involvement of citizens is as final beneficiaries and/or as validators.
Good experiment plan. You managed to be very rigorous in understanding users, values and hypotheses.
Excellent project overall. "
"Very good presentation and storytelling, very clear problem, strong research and clear value proposition. Excellent user journey. It makes the proposition very clear and robust. The business model explanation helped clarify the logic of value exchange.
It is always important to clarify the original assumptions and constraints of working within the public sector and international organisations. More clarity of the format of the project is important; perhaps it is more important to clarify that this is a B2B project.
This is the “service of the service”. In this logic, the involvement of citizens is as final beneficiaries and/or as validators.
Good experiment plan. You managed to be very rigorous in understanding users, values and hypotheses.
Excellent project overall. "
Dr. Nicolas Rebolledo-Bustamante (Tutor)
Dr. Nicolas Rebolledo-Bustamante (Tutor)
Learnings
Learnings
Through this project, we explored the complex area of public policy and designing for local government with the UN.
We pivoted with our prototype concept by ideating with stakeholders and gaining feedback.
We could apply service design techniques to create a new service in entirety.
The five of us come from different backgrounds and we collaborated with our complementary skillsets very well.
We also thank our tutor Dr.Nicolas and the UN Habitat for their continued support.
Through this project, we explored the complex area of public policy and designing for local government with the UN.
We pivoted with our prototype concept by ideating with stakeholders and gaining feedback.
We could apply service design techniques to create a new service in entirety.
The five of us come from different backgrounds and we collaborated with our complementary skillsets very well.
We also thank our tutor Dr.Nicolas and the UN Habitat for their continued support.
Through this project, we explored the complex area of public policy and designing for local government with the UN.
We pivoted with our prototype concept by ideating with stakeholders and gaining feedback.
We could apply service design techniques to create a new service in entirety.
The five of us come from different backgrounds and we collaborated with our complementary skillsets very well.
We also thank our tutor Dr.Nicolas and the UN Habitat for their continued support.
