This thesis contributes to the discussion about the relationship between Spatial and Service Design and how these two disciplines can interact and influence each other to achieve more complexity, capability, and synergy for the specific context of Public Interiors within Public Administration Buildings. The research traced the actions of a Reflective Practitioner (Schön, 1983) adopting action research of three main field activities located in public administration buildings in the city of Milan. The research also explores best practices by designing a repository of examples and case studies. Specifically, the study is divided into three parts: the first (Background Knowledge) is theoretical, offering a framework of reference and an introduction to the environments and activities of Public Interiors (PI) traced within Public Administrative Buildings (PAB), such as Registry Offices, Chambers of Commerce, Municipalities, Town Halls, and Courthouses. The study explores the idea of Seamlessness and Permeability as the drivers of a more fluid continuity between the urban context and the interiors mentioned above. It is predicted that the trend of a digital transition stated by the Next Generation EU (NGEU) program, along with a growth in opportunities for public administrations, will produce a reduction in the flow of citizens into public administrative spaces, since administrative activities will be increasingly available digitally, without the need to travel to a physical location. In compliance with these new requirements, this thesis aims to observe what is happening in international best practices within the context of other public administrative spaces and strategic activities, so they may be adopted in the future, and design implemented for this change. Finally, the methodological background will present the relationship between the Designer, Practitioner, and Researcher, and will also introduce the actions of the research through design methodology, and the meaning of Metadesign as a transversal element used to validate the process setting. The second part of the dissertation (Process Setting) will describe the process setting, outlining problems, challenges, hypotheses, and finally the research questions. This section includes the methodology structure that explains how to conduct research through design, and how to deal with a metadesign framework as a scenario builder. This will help with the comprehension of the research activities results described in the process evaluation. In the third part, (Process Evaluation) we look at the practical implications of the research. The three years of research were conducted using a combination of different strategies, which can be ascribed to three distinct, but simultaneous, steps in their generation and implementation. Along with the literature review, the study includes a repository of examples and case studies, and a systematic review aimed at defining the state of the art in this topic, combining the primary authors with best practices at the national and international levels (desk research). This developed into building a new classification system, and defining a new taxonomy with the intent to design “family recognition”. Particularly relevant in this study is the research through design managed through three pilot projects conducted in the Chamber of Commerce of Milan, Monza Brianza and Lodi, oriented towards different outputs. Since 2018, the Chamber of Commerce and the Politecnico di Milano’s Design Department, have established a collaboration within the field of design research, sharing an innovative systemic approach to rethink the offer of services aimed at the world of business, trade, and tourism, and the consequent re-functionalization and enhancement of Chamber of Commerce’s spaces. This enabled research through design practice, generating observations and testing during the process, and including participatory activities with the primary audience. In this section the process is evaluated through the use of the metadesign framework (Scenario Builder), which applied to the research activities that fostered the construction of a set of principles for coherent design solutions, and new approaches to support the designer / researcher / practitioner in enriching their observations and thinking capacities while generating positive outcomes. In the final part of the dissertation is a second round of interviews with the stakeholders of the public entities that participated in the research activities; this is also part of the study conclusions which address the main hypothesis and research questions of the thesis.
Questa tesi contribuisce alla discussione sul rapporto tra Spatial e Service Design e su come queste due discipline possano interagire e influenzarsi reciprocamente per raggiungere una maggiore complessità, capacità e sinergia nel contesto specifico degli Interni Pubblici all'interno degli edifici della Pubblica Amministrazione. La ricerca ha tracciato le azioni di un Reflective Practitioner (Schön, 1983) ricerca sul campo di tre progetti pilota, tutti situati in edifici della pubblica amministrazione nella città di Milano. La ricerca esplora anche le best practices progettando una repository di esempi e casi di studio. Nello specifico, lo studio è suddiviso in tre parti: la prima parte (Background Knowledge) è teorica e offre un quadro di riferimento e un'introduzione agli ambienti e alle attività degli Interni Pubblici tracciati all'interno degli edifici della Pubblica Amministrazione , come Uffici del Registro, Camere di Commercio, Comuni, Municipi e Tribunali. Lo studio esplora i concetti di Continuità e Permeabilità come motori di una continuità più fluida tra il contesto urbano e gli interni sopra citati. Si prevede che la tendenza alla transizione digitale indicata dal programma Next Generation EU (NGEU), insieme alla crescita delle opportunità per le amministrazioni pubbliche, produrrà una riduzione del flusso di cittadini negli spazi amministrativi pubblici, poiché le attività amministrative saranno sempre più disponibili in formato digitale, senza la necessità di recarsi in un luogo fisico. In conformità a queste nuove esigenze, questa tesi si propone di osservare ciò che sta accadendo nelle best practice internazionali nel contesto di altri spazi amministrativi pubblici e attività strategiche, in modo da poterle adottare in futuro e progettare per questo cambiamento. Infine, il background metodologico presenterà la relazione tra progettista, design e ricercatore, e introdurrà anche le azioni della ricerca attraverso la metodologia del design, e il significato di Metaprogetto come elemento trasversale utilizzato per validare l'impostazione del processo. La seconda parte della tesi (Process Setting) descriverà l'impostazione del processo, delineando i problemi, le sfide, le ipotesi e infine le domande di ricerca. Questa sezione include la struttura metodologica che spiega come condurre la ricerca attraverso il design e come affrontare un quadro metaprogettuale come costruttore di scenari, per meglio comprendere i risultati delle attività di ricerca descritti nella valutazione del processo. Nella terza parte (Process Evaluation) si esaminano le implicazioni pratiche della ricerca. I tre anni di ricerca sono stati condotti utilizzando una combinazione di strategie diverse, che possono essere attribuite a tre fasi distinte, ma simultanee, nella loro generazione e implementazione. Oltre alla revisione della letteratura, lo studio comprende un archivio di esempi e casi di studio e una revisione sistematica volta a definire lo stato dell'arte su questo tema, combinando gli autori primari con le migliori pratiche a livello nazionale e internazionale (desk research). Questo si è sviluppato nella costruzione di un nuovo sistema di classificazione e nella definizione di una nuova tassonomia con l'intento di progettare replicando. Particolarmente rilevante in questo studio è la ricerca attraverso il design gestita attraverso tre progetti pilota condotti nella Camera di commercio di Milano, Monza Brianza e Lodi, orientati a diversi output. Dal 2018, la Camera di Commercio e il Dipartimento di Design del Politecnico di Milano hanno avviato una collaborazione nell'ambito della ricerca sul design, condividendo un approccio sistemico innovativo per ripensare l'offerta di servizi rivolti al mondo delle imprese, del commercio e del turismo, e la conseguente rifunzionalizzazione e valorizzazione degli spazi camerali. Questo ha permesso di fare ricerca attraverso la pratica progettuale, generando osservazioni e verifiche durante il processo e includendo attività partecipative con il pubblico primario. In questa sezione il processo viene valutato attraverso l'uso del framework metaprogettuali (Scenario Builder), applicato alle attività di ricerca che hanno favorito la costruzione di un insieme di principi per soluzioni progettuali coerenti, e di nuovi approcci per supportare il designer/ricercatore/progettista nell'arricchire le proprie osservazioni e capacità di pensiero, generando al contempo risultati positivi. Nella parte finale della tesi è presente un secondo ciclo di interviste con gli stakeholder degli enti pubblici che hanno partecipato alle attività di ricerca; anche parte delle conclusioni dello studio che affrontano le principali ipotesi e domande di ricerca della tesi.
Public interiors : infrastructures of Seamlessness. Enhancing synergies between spaces and services : environments and activities within Public Administration
Mastrantoni, Claudia
2021/2022
Abstract
This thesis contributes to the discussion about the relationship between Spatial and Service Design and how these two disciplines can interact and influence each other to achieve more complexity, capability, and synergy for the specific context of Public Interiors within Public Administration Buildings. The research traced the actions of a Reflective Practitioner (Schön, 1983) adopting action research of three main field activities located in public administration buildings in the city of Milan. The research also explores best practices by designing a repository of examples and case studies. Specifically, the study is divided into three parts: the first (Background Knowledge) is theoretical, offering a framework of reference and an introduction to the environments and activities of Public Interiors (PI) traced within Public Administrative Buildings (PAB), such as Registry Offices, Chambers of Commerce, Municipalities, Town Halls, and Courthouses. The study explores the idea of Seamlessness and Permeability as the drivers of a more fluid continuity between the urban context and the interiors mentioned above. It is predicted that the trend of a digital transition stated by the Next Generation EU (NGEU) program, along with a growth in opportunities for public administrations, will produce a reduction in the flow of citizens into public administrative spaces, since administrative activities will be increasingly available digitally, without the need to travel to a physical location. In compliance with these new requirements, this thesis aims to observe what is happening in international best practices within the context of other public administrative spaces and strategic activities, so they may be adopted in the future, and design implemented for this change. Finally, the methodological background will present the relationship between the Designer, Practitioner, and Researcher, and will also introduce the actions of the research through design methodology, and the meaning of Metadesign as a transversal element used to validate the process setting. The second part of the dissertation (Process Setting) will describe the process setting, outlining problems, challenges, hypotheses, and finally the research questions. This section includes the methodology structure that explains how to conduct research through design, and how to deal with a metadesign framework as a scenario builder. This will help with the comprehension of the research activities results described in the process evaluation. In the third part, (Process Evaluation) we look at the practical implications of the research. The three years of research were conducted using a combination of different strategies, which can be ascribed to three distinct, but simultaneous, steps in their generation and implementation. Along with the literature review, the study includes a repository of examples and case studies, and a systematic review aimed at defining the state of the art in this topic, combining the primary authors with best practices at the national and international levels (desk research). This developed into building a new classification system, and defining a new taxonomy with the intent to design “family recognition”. Particularly relevant in this study is the research through design managed through three pilot projects conducted in the Chamber of Commerce of Milan, Monza Brianza and Lodi, oriented towards different outputs. Since 2018, the Chamber of Commerce and the Politecnico di Milano’s Design Department, have established a collaboration within the field of design research, sharing an innovative systemic approach to rethink the offer of services aimed at the world of business, trade, and tourism, and the consequent re-functionalization and enhancement of Chamber of Commerce’s spaces. This enabled research through design practice, generating observations and testing during the process, and including participatory activities with the primary audience. In this section the process is evaluated through the use of the metadesign framework (Scenario Builder), which applied to the research activities that fostered the construction of a set of principles for coherent design solutions, and new approaches to support the designer / researcher / practitioner in enriching their observations and thinking capacities while generating positive outcomes. In the final part of the dissertation is a second round of interviews with the stakeholders of the public entities that participated in the research activities; this is also part of the study conclusions which address the main hypothesis and research questions of the thesis.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/188713