Case Study: Estonian National Library (RaRa) builds a user-centered strategy with Velvet service design

Estonian National Library (RaRa) completes a 4-month service design training with Velvet

The Estonian National Library (RaRa) faced the challenge of strategically shaping the future Creative and Educational area for its new building. They needed to adopt a user-centered approach and build internal capabilities to manage this large, multi-year project themselves. To achieve this, they commissioned Velvet to conduct a specialized service design training program for their internal team.

Velvet implemented a four-month training program that guided the library's team through a service design process. The solution involved workshops that combined theory and practical application, leading to the development of a project strategy, user research, design principles, and a detailed roadmap. As a result, RaRa's team significantly developed its service design capabilities and fostered an organizational mindset shift towards user-centricity and cross-departmental collaboration, equipping them to lead the subsequent project phases.

Estonian National Library (RaRa)