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In the last few months, I have been busy working on a project in Rome, looking at the design and development of a brand-new neighbourhood. My team and I have been applying service design principles and practices to the creation of a brand-new community and spaces. In this process, I found the concept of the service masterplan incredibly useful in creating a holistic understanding of the combination of services needed to enable the experience we want to deliver in this new pocket of the city. Today’s blog shares some reflections on the service masterplan as a tool.
What is a Service Masterplan?
In the evolving landscape of urban living, creating vibrant, sustainable communities requires more than just physical infrastructure. It demands thoughtful planning and the integration of services that support residents' needs and enhance their quality of life. This is where the concept of a Service Masterplan comes into play.
A Service Masterplan (SMP) is a strategic document that guides the development and management of services within a community, particularly in the context of cooperative housing or other collaborative living arrangements. It is not merely a list of services but a comprehensive plan that outlines how these services will be integrated into the community, ensuring they are relevant, accessible, and sustainable.
The SMP serves as a roadmap for creating a holistic and cohesive community experience. It considers the needs of residents, the unique characteristics of the local environment, and the broader societal and ecological impacts. By doing so, it aims to foster a sense of belonging and well-being among community members.
Key components of a Service Masterplan
A great resource for learning about the service masterplan is the book Service Design for Urban Commons by Daniela Selloni and Anna Meroni. According to the authors, an effective SMP encompasses several critical elements:
Scenarios and Visioning: The SMP begins with envisioning possible scenarios that reflect the community's values and aspirations. These scenarios are not just speculative; they provide concrete examples of how services can be implemented and what impact they will have. This helps in aligning stakeholders with a shared vision and setting clear expectations.
Stakeholder Involvement: A successful SMP is characterised by the active involvement of stakeholders, including residents, local businesses, government agencies, and community organisations. This inclusive approach ensures that the services planned are truly reflective of the community's needs and that there is broad support for the initiatives.
Service Prototyping and Testing: Before full implementation, services are often prototyped and tested within the community. This phase allows for the collection of feedback and adjustments, ensuring that the services are practical and beneficial. It also helps to identify potential challenges and refine the services for better integration.
Spatial and Operational Specifications: The SMP provides detailed specifications for how services will be integrated spatially within the community. This includes the physical layout of service areas, accessibility considerations, and the operational framework for service delivery. These specifications are crucial for ensuring that services are both functional and seamlessly integrated into the daily lives of residents.
Strategic Recommendations: Beyond the immediate implementation, the SMP offers strategic recommendations for future development. These recommendations are based on the insights gained from the prototyping and testing phases, and they provide a long-term vision for the community's growth and adaptation.
Enabling resilient communities
In Service Design for Urban Commons, Selloni and Meroni highlight that an SMP is essential for creating communities that are resilient, adaptive, and responsive to changing needs. It ensures that services are not only well-designed and efficiently delivered but also that they contribute to a high quality of life and foster a strong sense of community.
Furthermore, an SMP helps in managing resources more effectively and sustainably. By planning services holistically, communities can avoid redundancies, reduce waste, and ensure that resources are allocated where they are most needed. This is particularly important in urban areas where space and resources are often limited.
A Service Masterplan provides a strategic framework for integrating services that are essential to the well-being of residents and the sustainability of the community. By involving stakeholders, prototyping services, and planning for the long-term, an SMP helps create environments where people not only live but thrive. As Selloni and Meroni illustrate, the thoughtful design of services is integral to the success of urban commons and the creation of vibrant, resilient communities.
I’ll write more on the topic as the project progresses, sharing how we are creating the service masterplan in practice. In the meanwhile I’d love to hear about your experience on the topic.
What’s Next
On August 5th, we’ll host the third Design Mavericks Community Webinar. For this round, we have chosen the topic of Visualising Complex Business Concepts. The talented Giovanni Ruello, service design expert at Bosh and co-founder of The Drawing Gym, will guide us in honing our skills. If you’d like to join, upgrade your subscription, and you’ll receive a calendar invite with a link to the session in your inbox.