Case Study — St. Paul Office Of Financial Empowerment
Overview
A Neighborhood Challenge That Sparked Change
The harsh winter in Saint Paul, Minnesota, became a complicated puzzle for residents dealing with the city’s complex snow emergency protocols. Recognizing the systemic inequities exacerbating such challenges, the City of Saint Paul sought our expertise in system redesign and equitable urban planning to create a more compassionate and efficient system.
OBJECTIVE
Addressing Equity in Urban Systems
Our goal was to transform the city’s snow emergency system, a response system to keeping the roads clear after snow storms, into an accessible and inclusive one that included more compassionate and efficient practices, particularly for marginalized residents. This objective marked our path toward equitable system transformation.
STRATEGY
Lifting the Genius of Residents Themselves
In our commitment to community-driven design, we engaged in deep creative conversations with residents who are disproportionately burdened by the municipal system’s snow emergency policies – specifically Black and brown residents, immigrants, and those with lower incomes. Using our User as Designer™ methodology, we listened and learned about their unique experiences and challenges, which highlighted the need for more inclusive communication methods and a user-friendly mobile app interface, among many other tactics, putting together a report that included policy changes to channel their experiences into systemic change.
IMPACT
Catalyzing Change Through Community Engagement
The immediate impact of our collaboration was clear — a 25% increase in mobile app user engagement and a notable reduction in parking fines. And our impact went far beyond improved snow emergency protocols. Our work served as a catalyst, inspiring the city to rethink other municipal systems with a lens of equity.
Rebuilding With Equity and Accessibility in Mind
Equipped with these insights and fueled by the wisdom of community members, we co-created a suite of solutions alongside community and city officials. We recommended a diversified communication strategy incorporating non-digital methods, ensuring information reached everyone, irrespective of their internet access. We also advocated for an overhaul of the city’s mobile app, a core component of a transparent snow emergency communication strategy, making it more user-friendly, especially for those with limited technology experience.
Our collaboration was applauded by Muneer Karcher-Ramos, Director of the Office of Financial Empowerment, City of Saint Paul, who noted our contribution to the city’s commitment to equity. “What we learned from you hit home when we had several people experiencing homelessness have their cars towed this winter,” he said. “We don’t want to see that happening.”
Spurring Systemic Transformation Across the City
Inspired by the efficacy of our community-driven approach, the City of Saint Paul has since launched multiple projects to revamp various municipal systems, from waste management to public transportation to parks and recreation. These new endeavors mirror the principles we established in the snow emergency project, emphasizing the importance of community-driven design as a tool to rebuild cities for everyone.
“What we learned from you hit home when we had several people experiencing homelessness have their cars towed this winter, we don’t want to see that happening.”
CONCLUSION
Embracing the Promise of Community-Driven Design
The journey of Saint Paul’s snow emergency redesign is a testament to the transformative power of community-driven design. Through our collaboration, we were able to transform an inequitable system and create a more empathetic, resident-focused solution. It’s about creating systems that value and respond to each resident’s unique experiences and needs. If your city is grappling with similar challenges, consider this an open invitation to join us. Are you ready to revolutionize your city’s systems and create a place that truly serves all its residents? Let’s build it together.
