1.
Facilitating
Community Engagement
Designing for Digital, March 6, 2018
University of Texas at Austin
Lee-Sean Huang / @leesean / ls@foossa.com

2.
Facilitating
Community
Engagement
This workshop will cover community
engagement/facilitation techniques for
design innovation, including engaging
and co-creating with diverse groups.
Participants will get concrete examples
of design projects that featured
community engagement, experience
engagement/facilitation activities first
hand, and also gain insights, tactics, and
strategies for conducting their own
community engagement activities.

3.
Lee-Sean

4.
Lee-Sean Huang / @leesean / ls@foossa.com
We are a creative
consultancy that works
for and with communities
to tell stories, design
services, and build new
forms of shared value.

5.
Lee-Sean Huang / @leesean / ls@foossa.com
Community
Engagement
Storytelling
Service
Design
Community
Centered
Design

6.
Stories
Strategies
Conversation
Lee-Sean Huang / @leesean / ls@foossa.com

7.
Why
Community Engagement?
Lee-Sean Huang / @leesean / ls@foossa.com

8.
Why
are YOU here today?
Lee-Sean Huang / @leesean / ls@foossa.com

9.
“Always design a thing by considering it in its
next larger context– a chair in a room, a
room in a house, a house in an environment,
an environment in a city plan.
Eliel Saarinen
”

10.
“Men often oppose a thing merely because they
have no agency in planning it, or because it may
have been planned by those whom they dislike.
Alexander Hamilton
”

11.
Parks & Recreation

12.
L O R E M
https://www.designcouncil.org.uk/news-opinion/design-process-what-double-diamond

13.
Design
Lee-Sean Huang / @leesean / ls@foossa.com
Dictatorial Democratic

14.
“If you want to go fast, go alone.
If you want to go far, go together.
Faux African Proverb
”

15.
Activity:
Story Circle
Lee-Sean Huang / @leesean / ls@foossa.com

16.
Outreach
Lee-Sean Huang / @leesean / ls@foossa.com
≠
Engagement
Community

17.
Lee-Sean Huang / @leesean / ls@foossa.com
Engagement
is about shared stakes
and shared agency

18.
What is your
M.U.E.
(Minimum Unit of Engagement)?
Lee-Sean Huang / @leesean / ls@foossa.com

19.
Sequence actions to level up
engagement over time.
Lee-Sean Huang / @leesean / ls@foossa.com

20.
Sequence actions to level up
engagement over time.
Lee-Sean Huang / @leesean / ls@foossa.com
Fill out short online
questionnaire

21.
Sequence actions to level up
engagement over time.
Lee-Sean Huang / @leesean / ls@foossa.com
Fill out short online
questionnaire
Share contact
information for
follow-up

22.
Sequence actions to level up
engagement over time.
Lee-Sean Huang / @leesean / ls@foossa.com
Fill out short online
questionnaire
Share contact
information for
follow-up
Participate in
phone interview

23.
Sequence actions to level up
engagement over time.
Lee-Sean Huang / @leesean / ls@foossa.com
Fill out short online
questionnaire
Share contact
information for
follow-up
Participate in
phone interview
Participate in in-
person interview

24.
Sequence actions to level up
engagement over time.
Lee-Sean Huang / @leesean / ls@foossa.com
Fill out short online
questionnaire
Share contact
information for
follow-up
Participate in
phone interview
Participate in in-
person interview
Attend co-
design session

25.
Share:
The story of a personal artifact
Lee-Sean Huang / @leesean / ls@foossa.com

26.
Build:
Something with 2 colors
Lee-Sean Huang / @leesean / ls@foossa.com

27.
Build:
Something with a partner
Lee-Sean Huang / @leesean / ls@foossa.com

28.
Build:
Something that connects people
Lee-Sean Huang / @leesean / ls@foossa.com

29.
Build:
a Minimum Unit of Engagement
Lee-Sean Huang / @leesean / ls@foossa.com

30.
31
Leverage the discipline and top
practitioners of user experience
design to help solve pressing,
complex social challenges.

31.
2010 2011 2012 2013 2014 2015
IxDA Prototype
Chicago, IL
5 non-profits
50 designers
Chicago, IL
New Orleans, LA
People’s Choice winner
for NOLA efforts
Vancouver, BC
Kigali & London
Social Good Hackathon
Heart Shaped Toolbox
DLC launches Hear-
Mind Online

32.
PAIN

33.
RWANDA
1994

34.
2014

35.
How do we turn profound
emotional experiences
into action?

36.
REFLECTION

37.
EMPATHIC
FEELING
COMPASSIONATE
ACTION
BURNOUT
RISK
SHUTDOWN
RISK

38.
INZOVU CURVE 1.0

39.
The Inzovu Curve maps a
prototypical journey of a person
going through the transformative
experience of a museum reaching
a state of motivation and action.

40.
INZOVU = ELEPHANT

41.
INZOVU CURVE 2.0
ACTIONHOPEPAINPREPARATION
EMPATHY
COMPASSION
HERO
BURNOUT / SHUTDOWN
REFLECTION

42.
MAPPING THE JOURNEY TO ACTION
PAIN PAIN ACTION

43.
MAPPING THE JOURNEY TO ACTION
PAIN PAIN ACTION
At the beginning there’s a
neutral state before being
slowly introduced to the
context.
If the beginning is too
brutal, people could feel
disoriented and unable to
establish an emotional
connection.

44.
MAPPING THE JOURNEY TO ACTION
PAIN PAIN ACTION
A genocide memorial is
meant to trigger a profound
personal reaction.
This is a moment of
suffering and creates a
strong emotional
connection to what
happened.

45.
MAPPING THE JOURNEY TO ACTION
PAIN PAIN ACTION
This moment should
happen multiple times
during the experience itself.
It’s meant as a way to
decompress for sensible
people, and a space to
think for everyone.

46.
MAPPING THE JOURNEY TO ACTION
PAIN PAIN ACTION
While genocides are terrible
events, there are always
heroes that shine through.
These people are often
highly relatable because are
normal people that do
positive acts.

47.
MAPPING THE JOURNEY TO ACTION
PAIN PAIN ACTION
While it’s difficult to
generate action in each
and every person, this
moment is made possible
by the ones before.
Hope gives examples to
follow and show how others
acted positively.

48.
AFH
MUSEUM
VISIT

49.
UX for GOOD | Redesigning Museums for Good, Amsterdam
ANNE FRANK HOUSE EXPERIENCE ASSESSMENT
Expand the experience before
by setting the context
Leverage opportunities
for pain and reflection
Strengthen connections with the
existing world to raise motivation
Leverage the role of the
helpers to create hope
HOW THE EXPERIENCE COULD BE…..

50.
Indifference

51.
Empathy

52.
HOPE

53.
2015

54.
69
How do you want visitors
to tell your story?
WE ASKED GENOCIDE SURVIVORS AND AEGIS / KGM STAFF

55.
70
“The people of Rwanda died but the
struggle for the spirit of a dignified
and peaceful country is now
promoted, sustained, encouraged.”
SURVIVOR

56.
“Beauty from ashes.”
KGM STAFF

57.
72
How can the memorial
experience be improved?
WE ASKED GENOCIDE SURVIVORS AND AEGIS / KGM STAFF

58.
“This is a place of teaching peace.”
KGM STAFF

59.
“We need a quiet space for survivors
to reflect and write messages.”
SURVIVOR

60.
75
KGM IS HOME.

61.
IDEAS FOR SURVIVORS, VISITORS AND AEGIS/KGM

62.
PAVILION &
REFLECTION GARDEN
Give Survivors a
dedicated place for
remembrance and
reflection. A private
space for fellowship
and a place to share
messages of hope and
love.

63.
COUNSELING &
SUPPORT SYSTEM
AND INTEGRATED
FACILITIES
The Counseling Support
Program will provide
Survivors with much needed
services and facilities
necessary for continued
recovery and guidance.

64.
REST POD
A private space that
provides grief recovery,
comfort and respite for
those Survivors overcome
by the emotional strains of
their visit.

65.
SCHOOL OF
PEACEBUILDING
How might KGM serve as a
place for training future
multidisciplinary
peacebuilders?

66.
EXPERIMENTS
$

67.
ANATOMY OF AN EXPERIMENT
1. HYPOTHESIS
• A hypothesis is a question
and a possible idea for
solving that question.
• “What if we changed X to
improve Y?”
2. TEST
• What are metrics for
success?
• Test the hypothesis for a
set period of time. One
week, one month.
• Observe what happens and
gather data.
3. EVALUATE
• What worked? What didn’t?
• What should we start
doing?
• What should we continuing
doing?
• What should we stop
doing?
4. ITERATE
• How can we refine the
hypothesis?
• What happens if we try
something different?

68.
VIDEO INTRODUCTION

69.
WITNESSES

70.
NEW DONATION GUIDE $

71.
OPEN ON THE PLANE

72.
Dear Friend,
We are all angered by what happened in Rwanda, but we can channel our energy into
action and prevent it from ever happening again.
Be heroic. Help save lives by taking action. Injustice happens around the world. The
Central African Republic has been descending into ethno-religious violence, with thousands
of people fleeing their homes. The UN is warning that the country is at high risk of genocide.
Learn how you can raise awareness about this issue. Volunteer to spread the word in your
community, on campus, or at events.
Be a partner. Pledge your support and helps us fund our life sustaining social programs,
youth and teacher education programs and commemoration work. Our youth programs teach
the new generation about Rwanda’s history and how to move forward in peace and unity.
Be a resident artist. Create work to tell the story of Rwanda through artistic expression.
Visit our website at www.globalumuganda.com/toolkit to learn more.
Together we can build and sustain peace.
Amahoro,
The Aegis Trust team

73.
ACTION

74.
DESIGNING FOR
FINANCIAL
EMPOWERMENT

75.
SOCIO-POLITICAL Thesis
• There is disconnect and distrust of public institutions,
politicians, policymakers.
• This is not only a crisis of service delivery, but also a crisis
of governability and political representation.
• There are traditional separations that insulate the
apparatus of government from community action/
perspectives.
• Citizen engagement can complement government
efficiency.
• There is a relational and caring ethos that public services
can offer, that is distinct from emphasizing solely the
transactional and the efficient.

76.
DESIGN strategies
• Promote participation and inclusion.
• Create methods for engagement and dialogue.
• Enhance imagination and hope.
• Work with citizens as co-designers and co-producers.
• Redistribute power and decision-making.
• Foster cultures of innovation, by hiring creative talent,
partnering with external organizations, investing in
authorizing environments.

77.
SECTION TITLE HERE

78.
SECTION TITLE HERE
9

79.
How can Financial Empowerment
Centers encourage more long-term
engagement from their clients?

80.
Co-DesignDiscovery Prototyping Synthesis
Our Process

81.
Site Visits 424
Research Activities
Observations, Interviews with
Clients and Counselors, Shadowing
Counselors, etc.
45
out of 5
boroughs
DESIS Team
Members
7
Parsons
students
16

82.
Break down the problem into parts
Reframe the original brief
Problem (Re)definition

83.
Co-Design

84.
Idea Name:
Summary:
Sketch:
Tags:

85.
Optimize Existing FECs
#Artifact #PhysicalSpace
Redesign existing FECs to make them comfortable and
credible. Make visual branding consistent. Set guidelines for
choosing future locations.
existing locations
∙ brand consistency
∙ comfort & credible
∙ skype with experts
∙ criteria for choosing locations
“PAPER” SERVICE
NIMBLE
BRANDING

86.
portable centers
∙ physical and digital resources
∙ councelor in movement
financial truck
∙ physical and digital resources
∙ accessibility and convenience
∙ service and brand consistency
Portable/Pop-up FECs
#Artifact #PhysicalSpace #Programming
Bring FECs to where the people are.
Portable centers or an FEC truck allow for centers to be
deployed in more flexible locations and more customization
of existing spaces.
local businesses
∙ local embassadors
∙ familiar environments
∙ fec information (maps,schedules)
shelters
∙ accessible service
∙ portable center

87.
Training Events
#Event
Organize trainings for peer mentors, educators, and
community ambassadors to develop their skills in outreach
and financial literacy.
training events
∙ workshops for mentors,
educators,embassadors
∙ capacity building
∙ talks

88.
mentorship programs
∙ peer to peer support
∙ sharing experiences
Peer Mentorship
#Programming
Design peer to peer
programming that allows
FEC clients to support
each other and share
stories. Leverage social
dynamics parallel to gym
workout buddies or
going on a diet with a
friend.

89.
Storytelling Events
#Event
Organize public programming to introduce FECs to
neighbors, share stories from counselors, peer mentors, and
testimonials from former clients. Events would not just be
marketing but also start to shift culture around discussing
finances.
storytelling events
∙ network creation
∙ introduction to the programs
∙ learning stories
∙ sharing experiences

90.
SERVICE PARTNERSHIPS
SYNCHRONIZED
SERVICES
Childcare/Youth Programming
How can FECs be accessible to parents without access to
childcare? And what can kids do while their parents/
guardians attend counseling?
We could introduce artifacts, programming, and learning
materials to engage kids in early financial education. Or just
give them something age-appropriate to do.
financial empowerment for youth
∙ fec’s waiting roooms
∙ learning financial counsciousness
∙ child care
∙ socializing
#Artifacts #PhysicalSpace #Service

91.
portable information for users
∙ digital and physical
∙ box with forms,videos,calendar
“The Map” Client Artifacts
Provide physical and
digital artifacts to help
clients remember their
appointments, plan
their finances, and
provide wayfinding/
encouragement along
the way.
#Artifacts #Digital
“PAPER” SERVICE
THE MAP
VISUAL
ENCOURAGEMENT

92.
Local Business Partnerships
Partner with local businesses to offer services or deals for
FEC clients. i.e. free coffee with setting direct deposit savings,
Metrocard discount, etc. Parallel: free museum memberships
for ID NYC.
#Artifacts #Programming
SERVICE PARTNERSHIPS
SYNCHRONIZED
SERVICES
SERVICE PARTNERSHIPS
LOCAL BUSINESS
PARTNERSHIP

93.
311 App Integration
Allow clients to book FEC appointments with 311 App.
#Digital
DIGITAL SERVICE
311 APP
INTEGRATION

94.
School Programming
Start them young. Design FEC-branded financial education
curriculum aimed at students.
#Artifacts #Curriculum
SERVICE PARTNERSHIPS
PROGRAM
CONNECTION

95.
311 Call Center Training & Scripts
Create consistent scripts for 311 operators about FECs.
Empower them to problem-solve for clients, i.e. suggest
alternate sites with childcare or handicap accessible, etc.
#Process #Training
“PAPER” SERVICE
HUMAN
CALL CENTER

96.
Integrated Client Apps
Create an integrated digital experience for clients, so they can
view and administer their own financial picture from their own
device using the free WiFi from the FEC.
#Digital
DIGITAL SERVICE
DIGITAL
INTEGRATED
EXPERIENCE

97.
FEC Online
Offer counselor appointments via Skype for emergencies or
initial intake.
#Digital
DIGITAL SERVICE
EMERGENCY
SKYPE SESSION

98.
FEC Advertising
Display total client money saved, debt paid off, etc. digitally
or on bus/subway
#Digital
DIGITAL SERVICE
DIGITAL
ADVERTISING
“PAPER” SERVICE
PUBLIC
ADVERTISEMENT

99.
Personalized Follow-up with “Snooze”
Counselor checks in on your to see if you’ve completed your
goal. “Snooze” feature. Are you ready? If not, let’s reschedule
to make best use of your time.
#Digital
“PAPER” SERVICE
PERSONALIZED
FOLLOW UP

100.
iPad Intake
Use iPad to fill out forms more communally rather than with
back turned to desk--building trust and relationship, more
engaging experience
#Digital

101.
Value Artifacts
Tangible objects that carry “value icons”. System of
iconography can repeat in tracking on digital forms and other
objects throughout the process to remind of values rather
than just numbers
#Artifact

102.
Spending Journal
Current spending journal is bland/call to action is boring. It
only asks for dollar amounts. Proposal to encourage clients to
fill out spending journal with questions such as “This purchase
made me feel…” “I bought this because…” or using a sticker
system of previously mentioned icons to highlight purchases
that align and don’t align with values.
#Artifact

103.
Knowledge Exchange
Peer-to-peer sharing of information among counselors
Peer-to-peer skill building Power-Hours across different
centers (cross-pollination)
#Digital

104.
Supervisor Assessment
This is rooted in an evaluation system that recognizes
counselors efforts in building relationships and trust with
clients. Asks them to record/make tangible more of these
“soft skills” and require supervisors to evaluate counselors on
these more amorphous skillsets, emphasizing both their
challenge and importance.
#Management

105.
Partner Sessions
The partner sponsored sessions are partnerships developed
between a Financial Empowerment Center and an external
partner (NGO, governmental agency,
Each session is a conversation on a particular topic through
the lens of preventative finance (for example. education and
finance, or healthcare and finance).
Each session culminates with an output, such as a short
publication or zine.
#Programming #Event

106.
Publications
Publication for students to take home after their partner
session.
#Artifact #Content

107.
FEC Lapel Pin for Counselors
Create a branded pin or name tag for FEC counselors to wear
while at work. Helps clients identify counselors. Helps foster
sense of professional identity among counselors, signal brand
affiliation without a uniform, and could balance the relative
lack of control over the branding/experience of physical
spaces.
#Artifact #Branding

108.
Environment
Financial Empowerment Tree
Design a visual tool for clients to help them understand the
elements of financial empowerment and the journey to get
there. The financial equivalent to the food pyramid.
#Artifact #Branding
Income-> -> Expenses
Savings
Assets

109.
DOCUMENT!
DOCUMENT!
DOCUMENT!

110.
Selection Criteria
Relevance
Scalability
Generativeness
Momentum

111.
Physical
Experiential
Video
http://dfe.nyc/our-journey-fec/
Prototyping

112.
Barack Obama
2008
David Palmer
2001
DFE.NYC

113.
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tortor at massa. Integer semper felis dolor, non maximus augue
consequat vitae. Proin et velit condimentum, posuere dui nec, vestibulum
purus. Donec in consectetur magna. Vestibulum ante ipsum primis in
faucibus orci luctus et ultrices posuere cubilia Curae; Ut vel libero cursus,
gravida tortor sodales, convallis massa. In hac habitasse platea dictumst.
DFE.NYC

114.
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consequat vitae. Proin et velit condimentum, posuere dui nec, vestibulum
purus. Donec in consectetur magna. Vestibulum ante ipsum primis in
faucibus orci luctus et ultrices posuere cubilia Curae; Ut vel libero cursus,
gravida tortor sodales, convallis massa. In hac habitasse platea dictumst.
DFE.NYC

115.
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tortor at massa. Integer semper felis dolor, non maximus augue
consequat vitae. Proin et velit condimentum, posuere dui nec, vestibulum
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faucibus orci luctus et ultrices posuere cubilia Curae; Ut vel libero cursus,
gravida tortor sodales, convallis massa. In hac habitasse platea dictumst.

116.
Build and Reflect
Lee-Sean Huang / @leesean / ls@foossa.com

117.
Questions?
Lee-Sean Huang / @leesean / ls@foossa.com

118.
Thanks.
Lee-Sean Huang / @leesean / ls@foossa.com