This master’s thesis explores how smart city services can support trust, legibility, and local adaptability in urban governance. The project focuses on how residents experience participation, feedback, and public services in everyday situations. In collaboration with the Tallinn Strategic Management Office, workshops, expert discussions, and desirability testing were conducted. The process resulted in two service concepts.
Oota transforms moments of waiting into simple opportunities to provide location-based feedback. Näe makes civic participation visible in public spaces where urban change is taking place.
The thesis demonstrates that a smarter city service does not need to begin with complex technology, but rather with a clear public value.