Interviewing Users of Urban Services
This tool provides a structured interview guide for talking with users of services in selected urban areas. It helps to understand how different people experience public spaces, services and everyday life in the city with a focus on accessibility, safety and inclusion.
The interview is divided into five sections: characteristics of the area, perceived safety, accessibility of services and the built environment, wishes for future development, and basic information about the respondent. It can be used with residents, visitors, customers, workers or other stakeholders in local communities.
You can download the full tool as a PDF at the bottom of this page
How the tool is designed
- A set of open and closed questions grouped into thematic sections.
- Covers perceptions of the area, safety, accessibility, and future development.
- Uses simple rating scales (1–5) to support comparison between interviews.
- Includes basic background information to understand different user perspectives.
- Can be adapted to different urban areas, user groups and research settings.
How to use
- Select a specific urban area or service environment you want to analyse
- Invite participants from relevant target groups (residents, visitors, customers, vulnerable groups, staff, etc.)
- Conduct face to face interviews using the guide, and record answers in written or digital form
- Analyse the responses to identify key problems, needs and ideas for improvement
- Combine the findings with other tools from the SAFE Digital Toolkit to support planning and decision-making.
