SERVICE DESIGN AND MENTORING PROGRAM FOR CULTURAL INSTITUTIONS
The program is a unique opportunity to design a new cultural service for third-country residents living in Estonia!
In the training and mentoring program, you will find out:
is co-creation +
is service design and how it contributes to the development of human-centered
+ How to manage co-creation +
conduct simple design studies
design and prototype new service
design a business model
immigration and cultural integration works
cultural institutions can support the adaptation process
Co-creation and service design are approaches that are increasingly being
used to plan and deliver innovative services. Co-creation is a process where
the design of services is carried out in cooperation with the service provider
(cultural institution) and the target group (customer) of the service.
and service design offers an opportunity to see from a different perspective
the challenges involved in planning and developing the service, enabling you to
understand better what is happening in using the service and how the
customer perceives and experiences it.
here means that different stages of service development are discussed and
planned in the workshops. Between workshops, the participants are engaging in
practical home assignement that is needed to develop the service.
The workshops also include stages of sharing experiences and intermediate
outcomes that encourage learning from others' experiences. The whole program is
very active in nature and requires the active involvement of the participants.
As a result of the training program, a service concept will be developed,
the performance of which will then be tested in the following mentoring program.
The program consists of two parts. Between the 4-day intensive training
program and training days, a service concept will develop. After training,
there will be a six-month mentor program, which selects the six best cultural
institutions participating in the program. In the mentor program, experienced
mentors will help the teams to pilot and test the service concept on real users.
The cultural institutions that have reached the mentor
program will be given 4000 euros for development costs and 50 hours of mentoring to pilot the service.
Who is welcome to participate?
A prerequisite for participating in the program is that
the cultural institution is motivated to provide the service in
cooperation with the target group. For the training program, we welcome to
participate leaders and employees of cultural institutions responsible for the
development and provision of cultural services. It is also advisable to involve
a representative of the target group (eg a refugee support person), whom we
will help the cultural institutions to find in cooperation with Refugee Aid.
For the training program, there will be a selection of twelve teams across
It is important to keep in mind that the service designed
during the program is aimed at third-country nationals living in Estonia. There
are several levels to the multicultural accessibility of cultural institutions.
✓ The simplest is translation: brochures,
explanatory texts, etc. make the first contact easier.
✓ The second level is direct oral contact with a person:
communication in his / her mother tongue, clarification, the ability to ask
aim of the training and mentoring program is to help Estonian cultural
institutions develop and provide cultural services to third-country nationals
living in Estonia
The program will support the practical use of user-centered service design
principles and skills for cultural institutions, and the skillful and targeted
development of cultural services. Additionally, the participants will learn the
integration knowledge required for the service design.
Methodology of the training program
We have based our program on the "learning by doing" method, to
acquire the design and service design tools the participants must first use
them in practice. The best way to learn is when theory and practice are
consistent and when learning happens voluntarily. In our program, the theory
will take up 25% and the practical use of design tools 75% of the time. The methodology of the program is developed by the NGO Social Innovation Laboratory (Si-Lab). Si-Lab is a social enterprise with the aim of developing and implementing co-creation, design thinking and social entrepreneurship in the solving of communal and social problems.
The program is run by Rasmus Pedanik, Jane Oblikas, Eero Janson and Evelin Kostabi
The program will be carried out in cooperation between Designminds OÜ, NGO Social Innovation Lab and NGO Eesti Pagulasabi.
The AMIF2018-13 Project "Service Design and Mentoring Program for Cultural
Institutions" is co-funded by the European Union through the Asylum,
Migration and Integration Fund and the Ministry of the Interior.