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Facilitating Community Engagement @ Designing for Digital

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.

Designing for Digital, Austin, Texas, March 2018

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Facilitating Community Engagement @ Designing for Digital

  1. 1. Facilitating Community Engagement Designing for Digital, March 6, 2018 University of Texas at Austin Lee-Sean Huang / @leesean / ls@foossa.com
  2. 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. 3. Lee-Sean
  4. 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. 5. Lee-Sean Huang / @leesean / ls@foossa.com Community Engagement Storytelling Service Design Community Centered Design
  6. 6. Stories Strategies Conversation Lee-Sean Huang / @leesean / ls@foossa.com
  7. 7. Why Community Engagement? Lee-Sean Huang / @leesean / ls@foossa.com
  8. 8. Why are YOU here today? Lee-Sean Huang / @leesean / ls@foossa.com
  9. 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. 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. 11. Parks & Recreation
  12. 12. L O R E M https://www.designcouncil.org.uk/news-opinion/design-process-what-double-diamond
  13. 13. Design Lee-Sean Huang / @leesean / ls@foossa.com Dictatorial Democratic
  14. 14. “If you want to go fast, go alone. If you want to go far, go together. Faux African Proverb ”
  15. 15. Activity: Story Circle Lee-Sean Huang / @leesean / ls@foossa.com
  16. 16. Outreach Lee-Sean Huang / @leesean / ls@foossa.com ≠ Engagement Community
  17. 17. Lee-Sean Huang / @leesean / ls@foossa.com Engagement is about shared stakes and shared agency
  18. 18. What is your M.U.E. (Minimum Unit of Engagement)? Lee-Sean Huang / @leesean / ls@foossa.com
  19. 19. Sequence actions to level up engagement over time. Lee-Sean Huang / @leesean / ls@foossa.com
  20. 20. Sequence actions to level up engagement over time. Lee-Sean Huang / @leesean / ls@foossa.com Fill out short online questionnaire
  21. 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. 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. 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. 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. 25. Share: The story of a personal artifact Lee-Sean Huang / @leesean / ls@foossa.com
  26. 26. Build: Something with 2 colors Lee-Sean Huang / @leesean / ls@foossa.com
  27. 27. Build: Something with a partner Lee-Sean Huang / @leesean / ls@foossa.com
  28. 28. Build: Something that connects people Lee-Sean Huang / @leesean / ls@foossa.com
  29. 29. Build: a Minimum Unit of Engagement Lee-Sean Huang / @leesean / ls@foossa.com
  30. 30. 31 Leverage the discipline and top practitioners of user experience design to help solve pressing, complex social challenges.
  31. 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. 32. PAIN
  33. 33. RWANDA 1994
  34. 34. 2014
  35. 35. How do we turn profound emotional experiences into action?
  36. 36. REFLECTION
  37. 37. EMPATHIC
 FEELING COMPASSIONATE
 ACTION BURNOUT
 RISK SHUTDOWN
 RISK
  38. 38. INZOVU CURVE 1.0
  39. 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. 40. INZOVU = ELEPHANT
  41. 41. INZOVU CURVE 2.0 ACTIONHOPEPAINPREPARATION EMPATHY COMPASSION HERO BURNOUT / SHUTDOWN REFLECTION
  42. 42. MAPPING THE JOURNEY TO ACTION PAIN PAIN ACTION
  43. 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. 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. 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. 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. 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. 48. AFH MUSEUM 
 VISIT
  49. 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. 50. Indifference
  51. 51. Empathy
  52. 52. HOPE
  53. 53. 2015
  54. 54. 69 How do you want visitors to tell your story? WE ASKED GENOCIDE SURVIVORS AND AEGIS / KGM STAFF
  55. 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. 56. “Beauty from ashes.” KGM STAFF
  57. 57. 72 How can the memorial experience be improved? WE ASKED GENOCIDE SURVIVORS AND AEGIS / KGM STAFF
  58. 58. “This is a place of teaching peace.” KGM STAFF
  59. 59. “We need a quiet space for survivors to reflect and write messages.” SURVIVOR
  60. 60. 75 KGM IS HOME.
  61. 61. IDEAS FOR SURVIVORS, VISITORS AND AEGIS/KGM
  62. 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. 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. 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. 65. SCHOOL OF PEACEBUILDING How might KGM serve as a place for training future multidisciplinary peacebuilders?
  66. 66. EXPERIMENTS $
  67. 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. 68. VIDEO INTRODUCTION
  69. 69. WITNESSES
  70. 70. NEW DONATION GUIDE $
  71. 71. OPEN ON THE PLANE
  72. 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. 73. ACTION
  74. 74. DESIGNING FOR FINANCIAL EMPOWERMENT
  75. 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. 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. 77. SECTION TITLE HERE
  78. 78. SECTION TITLE HERE 9
  79. 79. How can Financial Empowerment Centers encourage more long-term engagement from their clients?
  80. 80. Co-DesignDiscovery Prototyping Synthesis Our Process
  81. 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. 82. Break down the problem into parts Reframe the original brief Problem (Re)definition
  83. 83. Co-Design
  84. 84. Idea Name: Summary: Sketch: Tags:
  85. 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. 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. 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. 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. 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. 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. 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. 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. 93. 311 App Integration Allow clients to book FEC appointments with 311 App. #Digital DIGITAL SERVICE 311 APP INTEGRATION
  94. 94. School Programming Start them young. Design FEC-branded financial education curriculum aimed at students. #Artifacts #Curriculum SERVICE PARTNERSHIPS PROGRAM CONNECTION
  95. 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. 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. 97. FEC Online Offer counselor appointments via Skype for emergencies or initial intake. #Digital DIGITAL SERVICE EMERGENCY SKYPE SESSION
  98. 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. 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. 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. 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. 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. 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. 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. 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. 106. Publications Publication for students to take home after their partner session. #Artifact #Content
  107. 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. 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. 109. DOCUMENT! DOCUMENT! DOCUMENT!
  110. 110. Selection Criteria Relevance Scalability Generativeness Momentum
  111. 111. Physical Experiential Video http://dfe.nyc/our-journey-fec/ Prototyping
  112. 112. Barack Obama 2008 David Palmer 2001 DFE.NYC
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  116. 116. Build and Reflect Lee-Sean Huang / @leesean / ls@foossa.com
  117. 117. Questions? Lee-Sean Huang / @leesean / ls@foossa.com
  118. 118. Thanks. Lee-Sean Huang / @leesean / ls@foossa.com

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