Organizations increasingly rely on digital tools, such as social media, to harvest public opinion on a variety of issues ranging from brand reputations to political debates. One area in which digital tools have great potential is in consultation on design of public spaces. Public organizations are expected to consult with users of a public space before, during and after occupancy. Digital tools could increase the effectiveness of this consultation because: (i) they are available 24 h and do not rely on the presence of researchers and (ii) data are collected and analysed using automated methods, allowing faster decision-making. Despite these potential advantages, little is understood about how digital and non-digital consultations compare in practice. This paper reports on a live trial with a prototype digital consultation tool called VoiceYourView, which was co-designed with stakeholders and used to canvass opinion on the refurbishment of a major metropolitan library. Over 6 weeks, we used a variety of methods to collect comment from 600 users. VoiceYourView solicits opinion in unprompted form—it does not ask specific questions as in a survey—so users can say anything they like at any time. VoiceYourView carries out real-time analysis of data collected and uses public display screens to summarize comments-to-date in situ. Our research methods focused on observational studies conducted ‘in the wild’: this allowed us to capture user interactions with VoiceYourView in a realistic setting. Our findings indicate that VoiceYourView encouraged more positive feedback than non-digital methods. We also find that positive comments in general contain less actionable information than negative comments, and unprompted comments have similar actionable content to prompted comments. We suggest that this pattern in soliciting more (traditionally difficult to obtain) positive comments with VoiceYourView versus traditional survey methods implies that digital consultation tools of this type can complement existing channels.

This paper reports on VoiceYourView, a kind of intelligent kiosk, which uses speech recognition and natural language processing to gather the public's creative input on the public space designs. Over a six week period, VoiceYourView was deployed in a public space and 2000 design critiques were collected from 600 people. The paper shows that people are capable of providing creative input on their environment using unstructured speech or text and that a good proportion of these comments are actionable. The paper also investigates the use of public displays to auto-summarize comments left by the public so far. Although there is anecdotal evidence that this encourages participation, an experiment found that filtering comments (e.g., to display only positive responses) had no effect on what people had to say.