Participatory Innovation Conference 2018, Eskilstuna, Sweden 349 TOWARDS COLLABORATIVE KNOWLEDGE OF THE RESIDENT EXPERIENCE IN SUSTAINABLE RENOVATION PROCESSES STELLA BOESS DELFT UNIVERSITY OF TECHNOLOGY S.U.BOESS@TUDELFT.NL HELENA KEIZER HJMKEIZER@GMAIL.COM SACHA SILVESTER DELFT UNIVERSITY OF TECHNOLOGY S.SILVESTER@TUDELFT.NL ABSTRACT This research is focused on a social housing renovation process. We as academics develop tools to support the stakeholders in collaborating towards resident acceptance and a zero-energy balance. This paper reports a preparatory step in which we developed and evaluated visualisations. These serve to engage the stakeholders in collaboratively focusing on the residents' experience of the renovation process. We evaluated the visualisations with residents, housing association professionals and building professionals. Academic learnings are that the visualisations evoke stakeholder reflections on the residents' experience of the process that help us to later develop tools for the process. Stakeholder learnings are: the visualisations helped tenants reflect on their experience of the process, they helped housing association professionals reflect on their communication, and they helped building company professionals listen to residents. The visualisations are abstract and general, limiting their usefulness throughout a renovation process, but they form a basis for the further development of tools. INTRODUCTION This paper reports on research conducted prior to an innovative building renovation process in social housing. Multi-story social housing is being renovated to become Net zero-energy, which means that on balance, the building and its residents produce as much energy as they consume (Sartori, Napolitano and Voss, 2012). This has rarely been achieved to date for this type of housing. The outcome crucially depends on how residents live in their homes, for example, whether they open windows while the heating is on. The desired outcome of the process is therefore: 'satisfied residents in a renovated, zero-energy building'. To achieve this in the upcoming renovation process, the stakeholder group needs to develop steps and concurrently research how to facilitate the residents in this. We contribute as academic partners by developing tools to help stakeholders collaborate in this development and research. This paper presents an experience account of the early part of the development of these tools. This paper focuses on these collaborating stakeholders: • the residents • housing associations: the clients, • the building company: the contractor, • academic researchers developing tools to support the other stakeholders. We call the latter three the 'organisational' stakeholders, to differentiate their activity from that of the residents, which is living their private life. All parties agree that the residents play a central role in the renovation process. However, they differ in their perspectives of their process towards this outcome. We show in this paper that a set of process visualisations helped tenants become aware of their own experience of a renovation process, and enabled the organisational stakeholders to be more attentive to when to communicate, and to listen more to the residents' experience.