Skills: Service Design, Workshop Faciliation, Co-creation, Systems mapping, Design Thinking, Research.

Co-living, and citizen involvement into communal aspect improvement.

Year: 2020, Place: Copenhagen, Client: FSB

01. The Context

A new residential building was built in 2020, however its residents already faced multiple issues. My role was to step in, and to uncover these issues, as well as find a way to solve them with finding the right solution by applying a co-creative approach. Throughout the process, multiple co-creative activities took place, with an ‘improvisation theatre’ twist.

02. The Aproach

A multitude of activites were selected at the project start, to set a roadmap and plan for the project. It was decided to use a double diamond design thinking approach, and include a variety of workshops and research activities.

03. Workshops

Throughout the discovery and develop phases of double diamond, a variety of workshops took place. First to uncover the user journeys of the residents, as well as their expectations from their living space, likes and dislikes - uncover the key pain points. Later, in the develop phase also to co-create possible solutions.

For the icebreaker activities, a set of icebreakers was prepared, inspired by improvisation theatre, to help the participants to prepare for the design activities and workshop tasks.

04. Data synthesizing

During the define phase, a research wall was created to consolidate all the data. From the data, persnas, as well as stakeholder map were created.

05. Concepts

During the define phase, 2 concepts were considered - after a co-creation session, during which multiple ideation activites took place, such as brainwriting and storyboards.

06. The Final Concept

It was decided to further develop FSB Connect - A hub, for the inhabitants, that would suit all needs in one place.

“FSB Connect - an easy way to connect with your neighbours, FSB and housing services.”

- FSB Connect Value proposition

FSB Connect is a proposal for an app, that is accessable on a mobile phone, as well as desktop. FSB Connect is the perfect companion for anyone living in FSB housing.

FSB Connect, has many features, that make resident’s lives in FSB housing easier and enhance the experience of living there.

07. Service Blueprint, and more…

In order to best visualise and dive deep into the concept, a service blueprint, among other maps were created. These helped to understand deeper, the value it can bring, as well as what backstage actions it will require.

The customer journey dives deep into how the solution would work in real life scenario, and what emotions the user will feel in the process.