Bridge/ Project process journal by Yara Al Husseini

B r i d g e project process journal Yara Al Husaini

2017

C o n t e n t s

Preface

Meet the Team

Reflections

Explore

14 16

18 24 34

42 44

62 66

01 Value of Volunteering: FACT & TSI Moray desk Research & interviews

02 Traditions of Resettlement: Findhorn Foundation desk Research & interviews

Direct

01 Refugee Resettlement in the Forres

desk Research & interviews

02 The Challenge of Integration

desk Research & interviews

Understand 01 The volunteering System in Moray desk Research & interviews, observations, engagement tools & role playing

02 The Syrian New Scots interviews, observations, engagement tools

03 The Local Council: Challenges & Visions interviews, engagement tools

78 86

88 90 94 96 100 106 114 122

Analyse 01 Sense-Making design ethnography analysis

02 Insights & Opportunities outcomes

03 Emergent Themes elicitation

04 The Design Challenge elicitation

Ideate 02 Initial Ideas sketching & stakeholder feedback

03 Inspiration compiling

Develop 01 The System elicitation

02 The Elements prototyping & elicitation

03 Narratives scenarios

04 Impact vision & stakeholder feedback

124

Final Thoughts

126

Bibliography

Preface

7 This publication is result of a 13 week design project . It documents our research journey, our involvement with stakeholders, as well as the project outcomes. We hope that our work provides new insights for improvements in the third sector system that will make it more inclusive, especially for immigrants and refugees.

Special thanks go to the stakeholders involved in this project who made co-designing in this project possible, and to our studio tutors for their support and guidance throughout the project.

About us

As a team, we form a diverse cohort, both

About me

culturally and intellectually. Our cultural and

Living between the Middle East and Europe

geographical provenance spans close to the

has shaped my take on design. Being able to

entire length of the Eurasian landmass: from

work with people from different cultural and

the Scottish Highlands, to Palestine, Persia, and

professional backgrounds has had a tremendous

the Chinese Province of Inner Mongolia. We have

role in my growth as a designer.

four Mother Tongues: Parsi, Arabic, Mandarin, and English serving as our lingua franca.

I graduated from Middle East Technical University, Turkey with a BA in Industrial Design.

Academically, we are rooted in the disciplines

I spent my third year in University in TU Delft, The

of Product Design, Industrial Design, Computer

Netherlands, where my interest in Interaction

Science and Philosophy. At present, we are

Design, media, and Service Design grew. Shortly

studying two distinct but connected strands

after, I joined the Masters in Design Innovation

of Design Innovation - Interaction Design and

and Interaction Design Programme at the

Transformation Design â&#x20AC;&#x201C; at a Masters level.

Glasgow School of Art. I am now improving my skills in Design Research for Social Innovation, and directing my research towards designing for meaningful interactions, meanwhile drawing inspiration from our studio environment, based in the Highlands of Scotland.

meet the team

Yara Al Husaini

Finn Fullarton-Pegg

Poopak Azhand

Cong Tan

Interaction Design

Transformation Design

Interaction Design

with a background in Industrial Design

with a background in Philosophy

with a background in Computer Engineering

with a background in Product Design

Reflections the design process

n this visual I tried to capture our process as briefly and concisely as possible to reflect upon our design

process in this project. Although this offers a glance into the dynamics of the team and our approach, I include

E xh ib it ion Output

reflections on our work throughout this journal..

R efug E ng a g

I use the theory of divergent and convergent thinking to reflect on the design thinking that went into the design process. In this case, the former is about expanding in ideas, solutions, and approaches, and the latter is about bringing these ideas to realizable outcomes.

Explore

Direct

Understand

I also reflect on the design process through the use of six main stages that describe our journey. This is based on the framework of the design thinking process. In this visual, I highlight specific moments in our process where we had to pause and reflect, reached a

Week1

milestone, faced an obstacle, or had to change our perspective on the project.

Fu ll Te am

Partne rs

S o lo

d i vergen t thinking

Fu tu re M a p p i ng

C odes i gn Work s hop

ge e ge m e nt

Fin al Pre s e n tat ion S take h o l d er Fe e d b ac k E x hi b i t i o n O ut p ut

Stake h ol d e r fe e d b ac k

Analyse

Ideate

Develop

End

Week13 co n ve rgen t t h i n ki n g

ob stac le s

c h an g e i n pe rs pe c t i ve

m ile sto ne s

stake ho l de r e ngage m e nt

re fle ctio n pe rio ds

In an event that gathered four design schools from around Europe and lecturers from around the world for a period of two weeks, we were able to explore directions of the project together with local stakeholders. We marked the end of Winter School with an exhibition that summarised our research.

E x p l o r e

01 14

Va l u e o f Vo l u n t e e r i n g : FA CT & T S I M o r a y desk Research & interviews

Finn and I worked with two stakeholders Through

further

from the organisational tier of Morayâ&#x20AC;&#x2122;s research,

both

interviews

and

organisations

were

Third Sector: Debbie Heron, Local discovered to be essential nodes in a Development Officer at the Forres Area vast network of volunteers. The value of Community Trust (FACT); and Jackie these volunteers, and the third sector Maclaren, Operations Manager at Third that coordinates them, to the social Sector Interface Moray (TSI Moray).

and cultural fabric of Moray cannot be understated. Without their time and

TSI Moray has a governmental remit effort, many of the traditional activities, to oversee and facilitate all third sector festivals and events in the county - like activity throughout Moray. Yet it was the Clavy fire festival, and Forres in interesting for us to discover that this Bloom - would not be possible. organisation

largely

focuses

upon

Morayâ&#x20AC;&#x2122;s central area around Elgin, The action of volunteering also provides usually entrusting FACT to oversee the an avenue for gaining experience north-western sector around Forres, and

qualifications

for

advancing

and Keith Community Association to professionally, as well as for socially oversee the north-east.

isolated individuals to reconnect with their surrounding communities. Several

I was able to go on a field visit to TSI examples of these were given by TSI, headquarters, where I was able to who will try to reach out to such socially interview four staff members, who gave isolated individuals, connect them with me a clearer picture on the nature of the the right organisation, and slowly bring organisations work, especially in terms strengthen their ties to the outside of finding and matching volunteers community. with volunteering opportunities, and necessary skills to operate and search for funding.

explore

supporting initiatives in acquiring the

Fig1, Winter School 2017 (Source: Laycock, Hannah, 2017)

explore

Fig2, Winter School 2017 (Source:Laycock, Hannah, 2017)

Traditions of Resettlement: Findhorn Foundation desk Research & interviews

Poopak and Cong were assigned three

drug use, promiscuity and skinny

representatives

dipping as evidence that these younger,

Foundation

from

the

Eco-village:

Findhorn Owen,

gardener; Tessa, a barista; and Sam,

potential settlers are not in tune with the community’s spiritual values.

a project manager. Since 1962 this settlement has grown from a core group

Poopak and Cong’s work focused on

of three founding members, into a

the apparent contradiction between

community of more than 450 people. The

the Foundation’s official tolerant and

principles of ecological sustainability and

welcoming attitude, and the refusal of

spiritual freedom lie at the Foundation’s

older, established residents to accept a

heart, and all cultures, languages,

new generation of visitors as anything

ethnicities and traditional practices are

more than temporary, on the basis of

ostensibly welcome.

their culture.

A trip to the village with Owen, Tessa and Sam, as well as conversations with the residents, exposed a frictional relationship developing between the community’s settled members, and a transient grouping of would-be settlers. Every year the Foundation runs Experience Week: a chance for interested individuals to pay a fee and work in the eco-village, in order to learn about new spiritual and social modes of living. Enthralled by this experience, many participants wish to prolong their stay and live in the Foundation longterm.

Older,

established

residents

deplore this trend, citing smoking,

In order to take our project further, we took advantage of our established relationships with our stakeholders to explore avenues for research. Based on an opportunity presented to us by the volunteering officer, Sue, at TSI, we decided to investigate the recently resettled refugees in Moray.

D i r e c t

A i m To provide further integration opportunities between Syrian New Scots and the Forres Community by utilising volunteering as a two way bridge.

O b j e c t i v e s 1. To map out the current volunteering system in Moray 2. Identify pre-existing relationships between the Syrian New Scots, Morayâ&#x20AC;&#x2122;s Volunteers, and the Local Community

3. Design an intervention to shape volunteering to be a more usercentred experience

Direct

Refugee Integration

Labour Market & Economic Integration

Volunteering

Sociocultural & language Integration

Educational Integration

Direct

R e s e a r c h Q u e s t i o n How can volunteering act as a two way bridge for further integrating Syrian New Scots and the Forres Community?

Refugee Resettlement in the Forres desk Research & interviews

01/1

Global & UK Refugee context 24

etting off on research about the of Refugees around the world, which refugee crisis, Cong and I looked only adds to the social, political, and to research the refugee crisis economic burdens of these countries.

on both the global and local levels. By the end of 2016, Turkey became the According the UNHCR the number of world’s first ranking refugee hosting displaced persons reached a record high country with 2.5 million syrian refugees, in 2015 with 65.3 million, more than the Lebanon and Jordan are also high in population of the UK. The rise in refugee the rankings due to the conflict in Syria. numbers is due to the ongoing conflicts (Refugee Council 1, 2016) in various regions around the world, but mainly relating to the civil war in Syria In 2015, The EU agreed to relocate since 2011. (Refugee Council 1, 2016) In 160,000 Syrian refugees from Greece an attempt to flee the war many travel by and Italy to alleviate the refugee problem sea in hopes of reaching Greece or Italy, on european borders, however fewer but many die on the way. In 2015, 4666 than 8,000 refugees have been relocated people died at sea as a result of the halt so far. By 2016, Around 800,000 asylum of the rescue operation Mare Nostrum seekers applicants applied for asylum designed to protect those fleeing. (In a in Germany, and 112,000 in Sweden. On Nutshell, 2015)

the other hand, the UK has only received 41,000 applications, and granted asylum

Refugees from Syrian 4.8 million, to 0.2% of these asylum seekers. Afghanistan 2.7 million, and Somalia (Refugee Council 2, 2016) 1.1 million account for half the world’s refugees. In fourth place is South Sudan Of the 14.4 refugees the UNHCR with 0.63 million, and in fifth place comes is concerned with, less than one the Democratic Republic of Congo with percent of the cases are submitted 0.54 million refugees. However, Only 1% for resettlement. This means that the (Refugee Council 2, 2016). Currently, not knowing whether they would be able poor countries host the vast majority to rebuild their lives. Refugees submitted

Direct

of the world’s refugees will be resettled majority of the world’s refugees struggle,

for resettlement typically have no hope vUnder its VPR programme, 2,000 Syrian in returning home, or are survivors of Refugees will be settled in Scotland. torture, and other forms of violence. In June 2016, five families of Syrian (Refugee Council, 2017)

Refugees have been settled in Forres, with more families expected to arrive in

The UKâ&#x20AC;&#x2122;s role in the resettlement of the near future. refugees is divided across 3 main

programmes. The Gateway protection Once Syrian refugees have passed program, with a quota of 750 people through the VPR programme, they yearly, The Syrian Vulnerable Person are the responsibility of the New Resettlement Program, which aims Scots Integration programme, a joint to resettle 20,000 syrian refugees by partnership

between

the

Scottish

2020, and the MENA programme, Government (SG), the Convention of which aims to resettle children and Scottish Local Authorities (COSLA), and their families from the Middle East and the Scottish Refugee Council, whose North Africa, especially those who are strategy and vision extends from 2014unaccompanied, and those at risk of 2015. Under this programme, refugees forced marriage. (Refugee Council, 2017) are provided with housing and the right to social welfare in the form of Resettled refugees in the UK are typically healthcare, education, and benefits welcomed

local

communities, (Scottish Government, 2013). While

especially by organizations concerned, linking refugees up to the welfare state is and taken to their new homes. Help a relatively simple exercise, the final part is then offered during their first year of the strategy - integration - presents a with regards to accessing the job tough set of challenges.. market, education, healthcare, and other services. Under the Gateway Protection Programme refugees are on indefinite leave to remain, whereas refugees arriving under VPR are given 5 years humanitarian protection, as the government hopes they will be able to return to Syria in the future, dependending on the safety of their return. (Refugee council, 2017)

Direct

01/2

The Refugee Journey 28

Following interviews with the Council as well as desk research, I illustrated the refugee journey from the point at which they were forced to leave their homes to point at which they reached Forres. I later made sure that this was the same from the perspective of the refugees. This Journey illustrates the touchpoints of resettlement they came into contact with during their first year, covering their basic needs, including: housing, provided by the Local Council housing, Health Care

UNHCR Interview s refugees, asseses their needs, and places them in resettlement programs if needed

provided by the NHS at the local hospital, schooling for children at the local primary school,

language

services

provided

by the local council through the EASL program, and their eventual involvement in the workforce through the DWP and the local Job Centre. In addition to this, the refugees are able to go to a mosque in Elgin, a town located nearby Forres.

Moray Council Moray council assessed the area and found that Forres is most suitable place to meet the needs of the refugees

Direct

All of the families have children going to school and recieving help w ith language

Education

29 In 2011, follow ing the uprising in Syria, a civil war started

Health Care school teachers and language support providers make this happen

Syria Most Refugees suffer from poor health that requires attentiveness. Refugees Depended on an Interpreter for year 1

Camps

L oc

al S

cho

ols

Integration The UK Government decides on programme details, and w orks w ith UNHCR

Health professionals and interpreters make it happen

Uk Government Scottish Government e

The Scottish Government decides where refugees are placed, and offers financial support

ntr

ty uni

A team of Teachers and a coordinator make it happen

Culture & Religion g

sin

il unc

ray

hou

Welfare

nsi

English as a Second L anguage

e dP

Housing is provided and maintained by the Moray Council

W for

ork

Forres

erf

r cto

ird

Int

A Volunteering Coach w ill be w orking w ith SNSs

Job Centre

Moray Supports Refugees is starting to play the befriender role

But there is no Halal food around baaaa!

m art

Housing

ons

Funding is going to decrease significantly to support the Syrian New Scots, and they w ill need employment

Moray Supports Refugees

Some Volunteers at MSR are forming friendships w ith SNSs

Mosque in Elgin

Although the mosque is far, the families can celebrate religious events here

Pre-Arrival

Scottish Government

Convention of Scottish Local Authorities

Third Sector

Employers

Make Policy Discuss & Evaluate Policy Research & Lobby Policy Develop Visions & Strategy Connect People & Organisations Direct & Support Institutions Provide Support Provide Welfare Services

Uk Government

Private & Public Sector

Th eG oo d

Pl a

Higher level Institutions

Uk & Scottish Refugee Council

Inner Community

Moray Council

Mid Integration

Job Centres FACT

The Syrian New Scot Jounrney & Stakeholer Involvement

Business Owners Other Resdient Locals TSI Moray

Arrival

Refugee Integration Service

Volunteers Families

Moray Supports Refugees

National Health Service

Local Schools

English as a Second Language Service

Direct

Early Integration

Finn and I created two rough stakeholder maps that built upon each other. The initial stakeholder maps divided the roles and relations between the stakeholders. I then took both and refined them by adding a third element, which is the timeline at which the point of entry and intervention in the resettlement of refugees happens. The aim of this was to clarify who is actually involved with refugees before and after their arrival, and who enters after the first stage of resettlement, thus comprising the biggest role of support needed. For guidance we produced a Stakeholder map that details the various organisations that have been involved in the resettlement of the refugees so far, their roles, and initial point of engagement. The stakeholder map separates organisations into higher level institutions, private and public sector, third sector, and inner community. The color coding specifies the role each entity has played and continues to play in the journey of refugee resettlement in the area. This map also highlights that employment is the main concern for the future. At the moment, a core inner group of council workers and English teachers work with the refugees, and they have little contact with the wider Forres Community. Sue Davies from TSI Moray has only recently been called in, to deploy her network of volunteers to help the refugees build these bridges. Yet there is no certainty about how this can be achieved.

01/3

Cultural Traits 32

Finn carried out desk research on how southern countries a more high context As design researchers we understand that problems initiated by cultural differences point. It is important to look at this although the core cultural differences are might be resolved, he looked at an difference because when you speak with embedded in those who carry them, and article by Michelle Lebaron (LeBaron, a person from a different context wise are not necessarily interchangeable, we 2003), which discusses the differences culture, you might miss nuance cues or, believe that conversation sparks changes, in

communication

between

several the other way around, and see shadows which ultimately leads to cohesion and

cultures. It states that a lot of conflicts where there are none.

acceptance

can be prevented when these differences

design researchers we explored the

within

communities.

are taken into account. The articles talks

The second is Individualism and cultural commonalities between the

about two main factors that are essential Communitarianism. This refers to how Scottish Culture and the Syrian Culture to

resolving

solution:

high

context society functions, where cultures sit that might serve as a starting point for a

and low context communication, and between being individualistic or collective. social dialogue between residents and individualism

and

communitarianism. Western countries are more individualistic and the resettled refugees.

Culture difference studies of course do where eastern countries are more not limit the difference to two criteria, but communitarian. we see that these criteria are most useful for the purposes of our research.

An important difference to note here is that achieving is perceived to be either

The first is High-context and Low-context individual goal or group goal oriented. communication. This refers to the degree To further elaborate on this, in an to which a person relies on factors individualistic culture you account for your other than explicit speech to express own decisions, but you do consult others, themselves. This can either be very direct, believe in equality, and that everyone just the way it is, or very indirect. An should make their own decisions. Whilst indirect way of communicating relies not in communitarian countries people accept actually naming the argument a person decisions from above, as they tend to be really wants to say.

hierarchical in nature. Usually choices are

Western countries have a more lowcontext starting point, eastern and

Direct

made by consulting family and friends.

Employment

5x New Scot Families in Forres

Housing

Education

Health

Social Bonds

Social Links

Social Connection

Language& Cultural Knowledge

Safety & Stability

Facilitators

Rights & Citizenship

Foundation

Direct

Makers & Means

Social Bridges

The challenge of integration Desk Research & Interviews

02/1

Integration Framework

fter conducting desk research we there are social connections. site Agner and Stang’s conceptual framework of refugee integration A&S identify two areas as facilitators

as grounding research for our work. There where the state has work to do, removing were a number of key areas in the public ‘barriers’ to integration: language and sector regularly highlighted in policy cultural knowledge; safety and stability. documents as indicative of integration. Agner and Strang suggest this is down to the UN (1951) Convention relating to the Language and Cultural Knowledge: consider translation and status of refugees specifying the social A&S rights of refugees in terms of issues such interpretation support services to be as employment, housing, social welfare crucial in the earlier stages of integrating and education.

refugees. This line has been critiqued by those who argue such services will

While policy documents deploy these discourage individuals from language areas as markers of integration, A&S learning, and thus from integrating. point out that they are clearly also means of integration. Housing, education, social welfare and education are thus included

Safety and Stability:

as discrete themes in and of themselves, Refugees reported feeling more at home subsumed under the domain of markers in areas they saw as peaceful, and were and means, in A&S’s framework.

commonly

concerned

with

‘avoiding

trouble’. If an area was well regarded, On A&S’s analysis, there are two roles to primarily this was because it was play in connecting fundamental rights and perceived as ‘safe’. citizenship with successful outcomes in the realm of markers and means (health, housing education and employment). There are facilitators, perceived as removing barriers to integration, and then

Established

residents

and

refugees Social Links:

alike reported social connection to be the defining feature of integration. This is understood to be necessarily twoway between refugees and their new community and society.

These are relationships between refugee individuals and the structures of the state. Refugees have particular needs which can be barriers to accessing public services (not knowing the area, or speaking the language).

Social Bonds:

Consequently,

additional

facilitation is required to ensure genuine

equality of access. Established residents These are Relationships within refugee in resettlement areas report the ease-ofcommunities. Refugees report that living access - resulting from the efforts made

close to family members as a major factor in successful cases - as one of the major in feeling settled, as it allowed them to resettlement benefits. maintain some cultural practices and

established relationships. It is also proven to decrease the likelihood of mental illness dramatically.

In the visual diagrams we illustrate how the framework relates to the current situation of refugee integration in Forres. The mapped information is based on interviews with the Local Coucil, TSI,

Social Bridges: These are relationships between refugee and established community members.

and EASL. We see that the main gaps lie in employment, social bridges, and language and cultural barriers.

For refugees and established community members, perceived friendliness was a major factor in having everyone feel at ease and â&#x20AC;&#x2DC;at homeâ&#x20AC;&#x2122;.

Direct

TSI

37 su pp

Emoployment

t or

s nce ha c e as re nc

want to pl ay the befr wa iend nt er r to e ole nco urage volunteering

MSR

EASL

alle via te lin

ers rri ba al gu

Suppo

t io

Moray Council

Social Bridges

Community Activists

Moray Organisations Role in intergrating New Scots in Forres

at e init

ac er int

Language & Cultural Knowledge Ager & Strang: Conceptual Framework For Understanding Integration

38 Following the second stage of desk research we created a knowledge that was created over three stages as we refined it. The knowledge map included main ideas gathered by research, highlighting that while housing, healthcare, and education are easy boxes to tick, refugee integration remains a challenge as it requires government, citizen, and refugee participation. In the knowledge map we include examples of welcome designs, these represent case studies whereby the citizens of cities around the UK started initiatives to solidarity for and help the integration of refugees. In the knowledge map we highlight the initiatives or organisations that are dependent on volunteering to show the importance of voluntary action for the integration of refugees.

Syrian Refugee families in Forres 20,000 by 2020

This map was created in a collaborative

effort, mainly created by Finn and I, followed

2,000

by a refinement by Cong. These case studies led to further investigation into reframing driven by resident communities and refugees for successful integration.

families in

Forres 2 New babies

more families to come

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migration, an approach to social innovation

Scotland

Community and Third Sector Support

Strategic Partners UK and Scotland Refugee Council

Local Resident Communities

Scottish Government

Third Sector interface Moray

Convention of Scottish Local Authorities

Volunteering

Governmental Programmes

Charities

MENA 2016: Bring children at risk from the Middle East and North Africa

Moray Supports Refugees

SVPRP: Syrian Vulnerable Person Programme

Current support system Integration Frame Work

Strategy

Welcome Designs

Integration Solutions EU

Potential Positives

Healthcare

Education

Welfare

Bonds: families co-ethnic co-national groups

Bridges: links to other communities neighboors

Glasgow is the paradigm

Refuweegee

Housing

A light for Aleppo

The Silent University

Aleviating xenophobia

Cultural and religious

Homes for Syrians

Night shelters

Halal food problem

Lower rates of crime

Welcome packages by locals

The Grange

Support an ageing popluation, espe cially in the High lands of Scotland

Resilience through diversity

Conservative culture

Media Portrayal

Negative association of the terms “refugee” and “immigrant”

Communication

Weak English language

Different social structure

Solidarity through social media

Mazi Mas Eat with us

New business and innovation, well-educated people in Syria Religious taboosdrinking alcohol

Misuse of the term “refugee”

preparing existing communities for new arrivals (lesson learned from Glasgow 2000 and N.Lanark shire 2006)

communities free of prejudice discrimination hate crime and abuse, that reflect open and mutually respectful

Calais Kitchen/Refugee Community Kitchen

Beyond Borders

Humanitarian Duty

relationships that condemn negative stereo-typring and embrace local and national diversity

friendships develop in venues, co-ethnic groups, voluntary work and activity groups

local politicians promote positive messages

Links: services public agencies

EASL

Cultural cross --polli nation(E. G food, art), Findhorn’s multi-cul tural society Different in gender roles

Misportrayal and Demonisation

Welcome gifts from Moray Locals

Contribute to the social economic, political and cultural life of Scotland no mosque in Forres Friday afternoon prayer Locally Often overly positive

Challenges

The fear factor

Employability

misinterpretation because of cultural differences

Collapse of welfare system

High British rates

Islam

Qualifications

Language

Work Ethics

Crime

«How we treat the uprooted will shape the future of our world»

02/2

Reframing Migration 40

Since we had chosen to focus in on the

The report draws from examples of

recently settled refugees in forres, we

localised solutions that practices which

only briefly looked at the literature and

inherently require the collaboration between

the available research on asylum seekers, residents and migrants in the compilation however an area that we looked into is of both cultural and physical resources, design for social innovation towards creating

are promising, as they open up new

solutions that enable migrant resident

realms of opportunities for individuals and

integration.

communities.

One report that looks at current effort is the

To explain current conditions that foster the

report on reframing migration, produced

creation of value for migrant and resident

following a workshop held in May, 2016.

communities, the report defines two axises,

(Barret and Cipolla, 2016) The approach

the first axis is of benefit (or value), ranging

taken up by the report explores existent

from migrant oriented value to community

solutions that build upon cooperation

oriented values, the second axis is the axis

between asylum seekers and communities,

of action (or action), ranging from actions

through localised solutions that rely on social

for migrants by others, to actions taken by

exchange between both parties involved.

migrants in collaborative organisations.

The report was produced to compare

Socially innovative solutions should strive

the solutions, to formulate a better

towards the last model which relies on the

understanding of the conditions needed

auto-co production of something useful for

to foster success of future initiatives. The

both migrants and residents, events (cultural,

exploration is an attempt to extrapolate

social, sport, or food related, etc) that are co-

an approach that can applied elsewhere

organised by migrants and residents, social

to achieve social cohesion through the work carried out by volunteering in activities strengthening of relationships between all

useful to the whole community, and working

migration.

paid working activity with residents.(Barret and Cipolla, 2016)

Direct

parties involved, with a new perspective on together, where migrants are involved in a

community oriented

Migrants to Community

traditional services

collaborative services

Migrants AND Community

Migrants to Migrants

Community to Migrants

migrant oriented " if we start thinking about all these interactions with refugees and migrants as collaboration, rather than a form of charity, and what would that achieve. "

Reframing Migration

Emma Barrett and Carla Cipolla

This phase was marked by our efforts in gathering research around seemingly connected yet very different worlds, the volunteering system in Moray, and that of the Syrian New Scots in the process of creating a new home for themselves, and trying to overcome the barriers of integration.

U n d e r s t a n d

The volunteering system in Moray desk Research, interviews, observations, engagement tools & role playing

01/1

How the System Works 44

Voluntolds:

wider social good, and leaves third understand

The term voluntold is increasingly used by third sector interfaces

especially to public sector who understand and support voluntary action, as well as the pressure it places of voluntary organisations.

motivations

sector facing a problem that they a volunteer, especially voluntold cannot possibly tackle on their own.

in Scotland as the worry around Screening : its damaging effects increases,

the

individuals. This happens through a break down of an individualâ&#x20AC;&#x2122;s personality, skills and motivations,

To elaborate on the screening and matching these with one of process we undertook a role playing a massive range of volunteering exercise with the screening officer, opportunities. Thus, depending on we ran this twice, once between the the officerâ&#x20AC;&#x2122;s conversational probing, screening officer and finn, where empathy, and memory work.

When an activity is prescribed, and the rest of the team took notes, and the free will of the individual is no one between screen officer and I, Voluntold individuals are particularly longer a factor, volunteering is no and the rest of the team took notes. difficult for a screening officer to longer a present element. (Jackson, Following this exercise we started place, since they are not motivated mapping out the current system and by volunteering per se, and are 2017) its problem. These quick sketches simply trying to satisfy job-seeking The

official

recognition

of were later detailed by Cong and I.

criteria.

volunteering as a way to gain work experience has meant that has Through the role playing exercise we seen a rise in organisations with uncovered several details about how work coaches and employability the screening process runs, and the officers - like the NHS, DWP, and advantages and disadvantages that other employability organisations come about in this process. On the - treating volunteering as an easy part of the screening officer, the job

against the grain of the volunteering ethos: giving up oneâ&#x20AC;&#x2122;s time and The Screening officer depends skills voluntarily in the name of the on her empathy to strategically

Understand

stepping stone into the workplace is dependent on the skill level and for disadvantaged adults. This cuts dedication of its beholder.

Give Back to the Community

Improve other Skills

Complete hours

Improve Employability

Volunteers

THIRD SECTOR INTERFACE 1

So, what's TSI's Role ?

Volunteer Coordinators

Screen Volunteers

Deal with Volunteers & Follow up with them

Publish Volunteer Hot Lists

Volunteer Placements

Help Projects Find Funding

Deal with Volunteers & Follow up with them

Funding Organisations

Provide financial support according to criteria

The role playing exercise proved to be a very useful to not only gain insight into how the process is carried out, but also in terms of how it makes the user feel. Although I consider myself to be a person who knows themselves very well, being asked so many questions by a person I am not close to is not an ideal situation. Another reason to why this exercise was useful was that it started conversations about small details that would not have come up in a regular interview. Although this research tool has its limitation because at the end of the day it is a simulation of an experience rather than a real one, but for the purposes of the research we needed it proved to be helpful and time saving. As a result of using this research tool along with interviews we were able to the volunteering system, as well the joy and pain points throughout the user journey from the perspectives of the parties involved.

Understand

map put the several touch-points in

playing the screening officer role

playing the potential volunteer role

Emotion

Being Volunteer

Being Voluntold

Pain Points

In a series of interviews with the screening highly variant from a case to another. officer and a Volunteer coordinator at TSI, we of the retention and recruitment cycle. There at third sector interface is the lack of appears to be no effective way for passing creativity in creating new roles that match on this hard won bank of personal insights the uniqueness of volunteer motivations. to the co-ordinators that run organisations’ Volunteer

coordinator

will

often

Stages

mapped the interactions and the touchpoints One specific area that concerns the team

understand potential volunteers motivations through a friendly conversation, and then I Within this framework volunteers face refer the volunteer with by attaching a form frustrations and short lived experiences due to the volunteer coordinators, but when to the lack of customisation of the role, as

Power Diagram

volunteering teams. The screening officer prescribed volunteering roles, that are rigid said in the interview ”I do my best to try and - a one-size-fits-all situation.

Pre-Recruitment Motivations & Discovery (V) Request for volunteers (VC/O) Looking for Volunteers (SO)

have

Volunteers (V) Screening Officers (SO) Volunteer Coordinators/ Oarganisations (VC/O)

the volunteers get there, they are assigned well as inadequate support in carrying out is needed are bespoke opportunities”

help to the volunteer in need of support to fit into the current organisation. Volunteers

The current status-quo shows that the often experience these roles as impersonal

Actions

prescribed roles that do speak to them, what the role, especially in terms of providing TSI

(VC/SO)

screening officer and volunteer coordinators and leave unhappy. These weaknesses rely on check-box forms that summarise the spread through the cycle of recruitment and

Not always motivated (Voluntolds) Don’t always understand their motivations Have a range of skills/ motivations

individual’s motivations, thus removing the retention often lead to failure, leaving many personality and the specificity of the inquiry volunteer coordinators trapped. process that take place preliminarily. The graphic to the right is a journey map In addition to this, volunteer Coordinators where we identify the three main users rarely have the time to repeat the process in the system. The aim of the map was to with as much skill and attention, as their role summerise our findings. This map builds focuses on supporting the volunteers after upon two other

rough maps created by

assigning them roles and responsibilities. Cong and I, and later graphically refined by This “support” is not predefined, and is Poopak.

Consideration

Joy Point

Retain information in head Not many take this role-information Some are paid, some are volunteers Dictate roles according to the needs of the organisations The organisation is their priority

Fitting in

Finding Motivations

Learning new Skills

Training/ Providing/ Support

Choosing Role

Exit

1 WEEK TO 1 MONTH

1DAY TO 5YEARS

Recruitment

Retention

Choose/ Create Role

Introduction

Referral

Screen interests & match with roles

Actual Experience

Assign roles & Direct + Manage

Accomplish Organisation role

TSI

Manage Volunteers

Introducing/ Training

Choose/ Create Role

(SO)

Referral

Depends on empathy Time consuming Depends on ability to respond/ read situations & people

Match Roles

Varies from case to case/ some more “ problematic” or “ unusual”

Are managed by Volunteer coordinator’s Sometimes lack of guidance (the volenteer has to “fit in” the current organisational model) Leave if they are not placed in appropriate roles-personal Sometimes do not show up Retention-long period volunteering in usually related to very personal interests

VC: Don’t have time Want to assign pre-decided role only Do not know they key to retention They complain about getting “wrong” volunteers

Exit

01/2

Volunteering in Action 50

At an event held by Ray’s Opportunities support, to reach out for funding, as well held at the Community Centre in Forres, as the organisational model. One of the we were able to conduct an observation most important elements that has led to on an example of how volunteering its success is a volunteering coordinator brings communities together, and who was able to support all volunteers in reinforces the notion of community carrying out training. empowerment. When

speaking

the

volunteer

We observed how the process created coordinator, she said ‘When a volunteer value for everyone involved within it, walks into your door they do not know from the person who starts the initiative what it will be like, you take their hand, to the families of the volunteers provide them with an opportunity, and themselves. Ray’s Opportunities takes they come out of the experience with pride in providing opportunities to those more skills than they walked in with, and who not have any otherwise, in doing so a positive social interaction’ she added they provide support to volunteers with ‘we only have three roles that volunteers disabilities, or those facing hardship.

can take, and they generally know which one they want to be in, but it happens that

community

that

supports we need to have them switch tasks when

disadvantaged persons, they appear it does not work, but you know, with the to be as inclusive as they can be. certificates and training they get they are Ray’s opportunities was developed as delighted with the experience’, proving result of a pioneering individual -Ray- that

personal

achievement,

positive

who saw a need in his community reinforcement and recognition are vital to for a social enterprise that would a positive volunteering experience. adults, teenagers, the unemployed, etc. With this initiative in mind, Ray seeked for help from TSI, who were able to provide him with the necessary

Understand

offer opportunities for disadvantaged

Poopak conducted an interview with Sarah; As a volunteer coordinator she describes a volunteer coordinator in Forres. Sarrah her position as something that involves works fulltime at Forres heritage trust, she different levels of responsibility in managing has also volunteered for two years prior. The volunteers. She sees that the most important organisation is currently seeking younger part of her job is to provide the volunteer with people to volunteer, as most volunteers right the support that they need. now fall in the older adults age bracket. She started her journey as a volunteer out of Although she acknowledges that appreciation an interest in local heritage, with a specific is given to volunteers, she sees that there is interest in old buildings and monuments low investment in the training for volunteers in the area. Her motivation to volunteer which is much needed, both to motivate extend further as she wanted to learn about volunteers, and to improve the system; management and organisation.

volunteers are more likely to stick with the voluntary organisation when they feel that

On a personal level, Sarah sees herself as a they are improving as a result of the training person who is heavily involved the community, provided. One of the techniques that she and has both time and skill with which she uses to motivate her volunteers is by having can contribute towards the wider community an informal lunch with them once every through volunteering, as well as being a week, where she supports and engages with volunteer coordinator.

everybody.

She finds volunteering a gateway into feeling Sarah Also mentioned that the Job Centre a sense of belonging to the community. She sends individuals to their organisation for also highlighted the fact that volunteering work training, however the placements are does not feel like an obligation, and is rather for 8 weeks at a time, and so the kind of Volunteering at Nelson Tower once a month one role in IT. The reason for it being 8 weeks is what she enjoys most as she feels the is that many organisations take advantage commitment is minimal.

of the opportunity to employ workers for free. As an organisation they often find that

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something that she passionate about. placements that they can offer are limited to

many individuals volunteering through the Job Centre do not want to be their, and are eventually sent back. In addition, many find it hard to seek a volunteering opportunity on their own, and use the Job Centre to find one. Following the interview, Poopak and Cong attended a lecture with Sarah and other volunteers where a guest lecturer gave a lecture on heritage at the Tolbooth in Forres. There they saw that volunteers attend the lecture for free, take care of coffee and tea, as well as arrange seats and the projector. Poopak and Cong aided the volunteers, and were told that they were glad to see volunteers from the younger generation. In continuing research with Sarah, Poopak also went to Nelson Tower, Forres, where Sarah volunteers once a month. Being the youngest and the most physically able, her role is assigned to be at the top of the tower. The other volunteers are mostly older adults who cannot handle stairs. If it was not for volunteers Nelson Tower would not open as there are not enough funds to support full time workers.

01/3

Volunteering Experience 54

In order to truly understand what it is like to volunteer and how voluntolds might be motivated to volunteer, we decided to carry out participant observation where we would volunteer at a local organisation for a day. We chose NewBold House to carry out this research, and notified its administration staff of our visit, and the purpose of it. There we observed the general setting, The volunteering task we carried out is a weekly activity that the organisation holds to attract local community involvement in the garden. We were welcomed by the staff and the volunteers, ploughed and planted potatoes, and guided through by the volunteer coordinator the whole way through. This was followed by a meal where everyone gathered and enjoyed a freshly made meal, also by a volunteer. The experience proved to be a very positive one. The setting of the experience is a very welcoming atmosphere, and the people who volunteer on long term basis do it because living, and so they do it together, with like minded people. This experience had an impact on the concept that we came up with at the end.

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they want to learn new ways of sustainable

01/4

D e s i g n Yo u r V o l u n t e e r i n g E x p e r i e n c e W o r k s h o p 56

The idea behind our team conducting Amongst these tools is a set of volunteer a workshop with TSI at Join the Dots persona cards that I designed, and sent Conference came about as a proposal them to Lucy and Sue to populate them. from our stakeholder at the beginning The idea behind the characters on the of the collaboration between us on the cards started out when I was thinking of project. The research conducted through a way to visualise research findings. Since interviews, role playing, desk research, our research is heavily people centred, I and information mapping helped us gain wanted to humanise the users without the necessary knowledge and perspective giving away identities, but also to provide to design the workshop.

a chance for us and people interested in our research to judge the content

The aim of the workshop was to use design objectively. Although I expected for them thinking to provoke volunteer coordinators to be useful tool during the workshop, I to think of new bespoke roles for the found the results to exceed my personal volunteers that their organisations receive. expectations. To do so we had to design exercises that would hopefully leave participants with Another tool that we designed for the a new perspective on the way tasks are workshop was a journey map that was carried out currently.

based on the research that we had already done, and we wanted to validate

Designing the workshop exercises and our research through this, given that we tools were a result of a an ongoing did not have an opportunity to have that collaboration between the team and Sue number of audience in one place prior Davies and Lucy Morrison. We had the to the workshop. The journey map was freedom to design the exercises and tools, sketched out by Cong and I, and then an outline of the exercises we had in mind, up for the workshop, Poopak took care of shared them, got feedback, then designed printing, and Finn created consent forms, the tools.

the script for the presentation, and other correspondences.

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with their input. We did this by first writing Cong created the digital output. Running

Hello! Name: Moyad Age: 38 Martial Status: Married Educational Level: Possible highschool Skills:

Moyad is a refugee, recently moved here 7 months ago. He is learning English and doesn't speak it very much. He has done a lot of part-time jobs 'a little of this and that' to get by. Agricultural work, some stock work for shops. He does not drive and his back is really giving him a lot of bother.

Skills:

Has very few hobbies just now. Likes going on train rides to discover the area. Listens to music and likes the ocean. To be part of the community To give back, to say thank you To learn English

Name: Andrew Age: 50 Martial Status: Married Educational Level: University

Name: Peter Age: 32 Martial Status: Separated Educational Level: Possible highschool

Lecturing at university level, has also done a lot of community arts based work Has working knowledge of German and Latin Does not drive

His family genealogy. Does not garden and shopping is boring to him. Watches little t.v.

Personal Goals:

Would like to perhaps do some consulting work. He would like to put his skills to good use, believes helping other is important and is part of his deeper values.

I’m a Volunteer

Skills:

Works full time in finance, accounts, 'fairly good with data bases' Has been given a day a week by employer to volunteer. Does not want to do anything work related Schedule is not flexible, other than one day, doesn't enjoy a lot of talking, caring for mom, so no caring roles

Interests: Travelling, raising young family, fishing Hobbies:

Has little time for hobbies just now as he is has kids and his mum to care for. Has a cat and likes country music

Personal Goals:

To try volunteering for the first time to see what it is all about

Name: Jim Age: 39 Martial Status: Single Educational Level: Highschool Skills:

IT/Presentation Works full time in Burger King Currently learning to drive

Hobbies:

Likes to hang out with his friends. Going for coffee

Hobbies:

Keen photographer - she finds herself lonely

Personal Goals:

Looking to find career - maybe in forces or police

Personal Goals:

Would like to support any local charity Wants to set up her own photography business

Personal Goals:

To make better use of his 'off time'. To find new interests

Interests: Has 2 young children - one of who lives with a long term health condition supporting womens groups

Hobbies:

Time starved she travels frequently with her job likes to go to the gym and spend time with her family

Personal Goals:

wants to support smaller voluntary organisations has some time dedicated to volunteering through her workplace

Skills:

Heather dropped out of school at 16 - after long term poor attendance so has no formal qualifications She is an unemployed single mum - a wee girl who is in primary school

Interests: Heather volunteers at a toddler group where she used to go when her child was younger She loves spending time / playing with young kids

Hobbies:

Loves the outdoors and reading self help / spiritual books.

Personal Goals:

Heather wants to develop work and personal skills so she can improve chances of getting a job. She has a criminal record for fighting when she was 16.

Cielito is originally from the Phillipines, where she worked as a h.r. manager. She has lived here for two years. She is lonely and feels her H.R. skills could be put to good use.

Name: Martin Age: 27 Martial Status: Married Educational Level: Degree

Skills:

going swimming, cooking and photography rugby and gardening

Hobbies:

gain photography experience in work setting

Hello! I’m a Volunteer

Name: Kathy Age: 16 Martial Status: Single/LGBT Educational Level: Highschool

Name: Violet Age: 29 Martial Status: Single Educational Level: College

Interests: Since being in her own flat, Violet is bored and does her shopping and watches the soaps on t.v. She attends a group on a Friday night.

Hobbies:

Violet likes being with people and does like some crafting and going out for coffee.

Personal Goals:

To help someone. To help her day be better. To have a purpose.

Skills:

Hobbies:

Kathy says she spends the majority of her time at home doing nothing and the weekends are very boring. She enjoyed a school camping trip last year. Groups make her feel scared. She has very few friends.

Personal Goals:

To be part of something To go to College To help

Hello!

I’m a Volunteer

Name: Betty Age: 74 Martial Status: Married Educational Level: Highschool

Betty has volunteered her entire life -- animals, befriending. She enjoys helping others and would like to be part of a team again. She has never been employed.

Kathy is painfully shy and has low confidence. She strongly believes in helping charities.

Interests: Sports and wants to study criminology

Hello!

Skills:

going swimming, cooking and photography rugby and gardening

Personal to establish a befreinding project for older people in Moray to have fun / stop being grumpy! Goals:

I’m a Volunteer

Violet wants to care and help people. She has a learning disability and wants to help others. Her mom did this and she thinks she could help a person with a learning disability. Her communications skills are limited.

studying for MSC in business management. works full time in third sector

Interests: helping older people and an intergenerational project

Hello!

Name: Cielito Age: 40 Martial Status: Divorced Educational Level: College

Skills:

I’m a Volunteer

Name: Jamie Age: 20 Martial Status: Single Educational Level: Degree Skills:

Jamie has a degree in English Literature and Phsychology. Currently works part time in Tesco and stays at home with mum

Interests: marketing and social media - he has helped his friends

Interests: Her church

Hobbies:

Walking

Hobbies:

Personal Goals:

To meet new people To possibly find part-time work To feel less lonely

Baking Home-making

Hanging out with friends - going for beers Gaming

Personal Goals:

To try something new, but doesn't want anything too heavy or feeling too 'tied down' To be use her life knowledge and knowledge

Personal Goals:

Looking to use skills developed at uni and keep his mind active Looking for full time work

set up social media for their micro businesses. interested in short term volunteering.

Helping women

Understand

High flyer - area manager for national supermarket Went to Gordonstoun and then Edinburgh Uni - studied business psychology Experience of setting up charitable foundation

To gain employment To overcome his alcohol addiction To feel connected again and to meet positive people

I’m a Volunteer

Name: Heather Age: 23 Martial Status: Single Educational Level: High School

Name: Kathleen Age: 31 Martial Status: Married Educational Level: Degree

Personal Goals:

Recently separated and has left the family home. Has few hobbies or interests. Is struggling with alcohol addiction and is honest about this. Has good and bad weeks. Is receiving counseling. Thinks volunteering could help him focus on something positive.

Hello!

I’m a Volunteer

Skills:

Jodi has Asbergers syndrome and live at home with her mum. She spends most time on her own - taking photos

Hello!

Hobbies:

Photography Social media

Interests: Currently volunteers at Boys Brigade & local toddler group

He lacks confidence in trying out new things - at risk of being excluded from work

Interested in helping those people 'less fortunate' than himself. Wants to do something productive with his time. Helps his elderly mother with shopping.

Skills: Skills:

Interests: music and movies

Makes models now and again. Enjoys science fiction novels.

Painting buildings/some overseas work in this area Currently unemployed for over a year

Interests:

Name: Jodi Age: 18 Martial Status: Single Educational Level: High School

Name: Ian Age: 19 Martial Status: Single LGBT Educational Level: High School

Interests: Used to be a runner as a kid, but doesn't overly like sports. Thins he could help people or do something because he has so much time.

Skills:

I’m a Volunteer

Hello!

I’m a Volunteer

Hello!

I’m a Volunteer

Driving/Catering. Works remotely as a catering manager. Works 3 weeks on/off shift pattern.

Name: Malcolm Age: 66 Martial Status: Separated Educational Level: PHD

Hobbies:

Hello!

Skills:

Hello!

Conversations tend to fly from one topic to another and tend to go back to an academic nature. Since leaving work, his interests are few and he is becoming lonely and isolated.

spending time with his family. He would like to meet more people.

Personal Goals:

Hello!

Interests: Religion and faith important to him. Enjoys reading.

Interests: His young family is is main focus. He enjoys socialising and

Hobbies:

Hello! I’m a Volunteer

I’m a Volunteer

This design artefact proved to be

Hello! Iâ&#x20AC;&#x2122;m a Volunteer

a good communication tool not only in terms of giving volunteer coordinators a simple format of profiles to work with us, but also for us to gather research on volunteer profiles that we would not be able to gather without the help and cooperation of our stakeholders.

Name: Peter Age: 32 Martial Status: Separated Educational Level: Possible highschool Skills:

Painting buildings/some overseas work in this area Currently unemployed for over a year

Interests:

Interested in helping those people 'less fortunate' than himself. Wants to do something productive with his time. Helps his elderly mother with shopping.

Hobbies:

Personal Goals:

To gain employment To overcome his alcohol addiction To feel connected again and to meet positive people

The persona cards shown here all represent real profiles from real people who have went through the screening process in order to find volunteering opportunities.

We started the workshop by dividing the they knew the people on them. I also noticed participants into groups, and provided that they usually approached the problem them with general stationery plus cut- of creating a new role by trying to pick out out stick figures. For the first task, the on one characteristic that the persona has, participants were asked to map out their and working with it to try and think of a new organisations, and where volunteers fit role for them. I think that the breakdown in them now. This was done fairly easily, of personalities, interest, motivations and as they were eager to both talk about goals was a key element to this facilitation. their work, and use the provided tools. The nature of the tools provided pushed This made the problem simpler and more participants to engage with others on approachable than a long tick-box form their tables, thus everyone felt like they would. In addition, the persona cards were were involved in the activity.

used in a way that we had not predicted when designing them; volunteer coordinators

In the second exercise we asked the from different organisations started thinking participants to use volunteer persona of how they can assist each in creating new cards, and create new bespoke roles roles for the volunteers. for them within the organisations they just explored. Here, the persona cards One of the challenges I faced was taking proved to be a very useful way to start the role of the facilitator and directing a conversation about how volunteer participants to stay on the activity and avoid coordinators can co-create new roles for diverting the conversation at times. One their volunteers.

thing that I would do differently would be to create a ‘soapbox’ on the wall, as we were

The persona cards served as an objective advised by our studio tutor, but did not have about the volunteers. When the volunteer able to put any ‘extra’ there, in order to keep coordinators stood up to share what they the discussion on topic as much as possible. had done for the exercise, They held the Other than that I think that it was a real team persona cards and spoke about them like effort.

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yet personal tool to facilitate conversation enough time to do, where people would be

The Syrian New Scots interviews, observations, engagement tools

02/1

A day in the life 62

conducted

interviews

with for more information about what now I am given the chance to think

Syrian New Scot Mothers during volunteering means and what it of the future, especially that of my a playtime gathering at the might entail.

children’s”.

community centre and translated the them. This was both an The second interviewee Kubra, Randa described her day to me. advantage and disadvantage. It never went to school, and has been I illustrated this to communicate helped us communicate with the learning how to read and write in what life in Forres looks like from Syrian New Scots, but made us English for almost a year now. Kubra her family’s perspective. The daily realise the real integration barrier has a smart phone which is helping routine highlights the fact that language presents.

her in the learning process. Kubra’s their daily life is centred around children spoke in english with us. learning english and childcare, with

The highlights of the conversations When she heard talk of volunteering minimal interaction with the outer I had with the moms are as follows, she approached to ask about it, community, especially in the father’s the first interviewee Bisan, spoke of and said that she was interested life. She wrapped up the interview cultural differences in terms of not in taking part in an activity that saying that she did not want to being able to socialise with people in would allow her to explore available remember the pains of the past, and the night time. “You know in Syria I opportunities for personal growth.

that the future is what now matter,

go out with my girlfriends, families

“The community here has given us

visit each other in the evenings, but The third interviewee, Randa, was so much, and we hope to repay them I feel like everyone is always busy undergoing an education in Art someday”. here”. However, Bisan said that when the war started, although she her and her husband have made managed to take art for two years three family friends with whom they and work as a teacher. Randa says exchange visits regularly, including that the family is happy here, she an immigrant turkish family. When added; “here, we were given housing, in her spare time she shrugged and a future”, “I think we are at a place said nothing. When I mentioned where we can think of the future, volunteering she was really curious my whole life I was always thinking to know more, and so she asked about getting through the day, and

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I asked Bisan about what she does healthcare, and my children have

02/2

A New Home 64

Upon developing a relationship with not asked about what he actually wanted one of the families, Cong and I were to do, and was given a role that he was invited to the familyâ&#x20AC;&#x2122;s home, where interested in carrying out. we were able to spend time with the family. Following this visit I created an However, I uncovered that the mother illustration that highlights some of the had taken up a volunteering role in Syria moments during the visit. Amongst at the Red Cross, where she provided some of the observations I took notice mental support to those affected by of was their hospitality, as they offered the war. She took great pride in the us desserts and snacks from their certificates she was awarded for her home country. In addition to this, they contribution and asked me to help her took pride in customising their home seek a similar opportunity, where she with technological gadgets and toys, would be able to carry on the work she as well as being able to carry out tasks enjoyed doing there, and simultaneously on their own without seeking help from give back to the community. the council, who are currently helping all of the families carry out simple daily To visualise my observations I did a quick tasks, such as arranging for doctorsâ&#x20AC;&#x2122; sketch upon returning home to highlight appointments and picking up medicine.

the key moments of the visits. These moments stood out as moments of pride

In this visit I brought along an engagement in achievement, independence, as well tool that consisted of a series of questions as their hospitality. around what they would like to bring to Forres from Syria, and what they might want to learn, and the things they want engagement tool sparked a conversation around the volunteering system and how the father was approached to take on a volunteering position. He felt that he was

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to share with the wider community. The

The Local Council: challenges and visions interviews and engagement tool

03/1

EASL: the classroom and beyond 66

n an interview with the English As a overwhelming. When I read the contents Second Language (EASL) coordinator of the letter I understood why this might in the region, we uncovered that her be, and it was about trying to fit too much

relationship with the refugee family is content, and too many ideas in one long a close one as she mainly deals with letter, which assumes that the refugees correspondences

and

organising know exactly what they want to do, which

schedules.Classes have to run in two I do not think is true. time slots to accommodate for the need to have a caretaker at home for the They are in a process of redefining children.

their lives and their identities to fit into the new surroundings; they have to

However, more classes will have to be make the effort and develop a coping offered as some refugee students are mechanism

that

suits

them.

The

progressing faster than others, and will community around them needs to play a need to be placed at different levels. The supportive cooperative role that will ease EASL coordinator pointed out that the the transition, until they can become main goal would be to get the New Scots fully integrated members of society, who into the standard Moray College migrant will probably help other migrants in the classes, where they can find friends and future integrate. make new connections. In an attempt on the councilâ&#x20AC;&#x2122;s behalf of what interests the refugee families as individuals, and what they might like to spend their time doing, for both with locals, the council sent out a letter to the families, but no responses were received. When I later asked one of the families why that might be, they said it felt

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leisure and practicing their language

03/2 The DWP: the future of work 68

In a meeting with a council worker, the worldâ&#x20AC;?, as a middle eastern myself

One way that the stakeholders see

job centre officers, and the EASL I find that this is a narrow view of the

that this will happen is by having the

coordinator

the work culture in the middle east, while

employability officer work with the

preferable future for the refugee this routine is true of certain jobs, the

refugee fathers/husbands, place them

families and the organisation involved majority have jobs with regular hours.

in a volunteering role, and hopefully

with them.

This proves that an effort to spread

build their confidence to become

knowledge and understanding about

independent members of society.

The

families

discussed

have

all

R f

assigned the different cultures is needed, and

the husband/father as the benefit diversity is one way of achieving that. claimant. The claimants will have to enter the job centre system as they will To help facilitate the conversation we have to actively seek for work if they used an engagement tool that we fail the health assessment; meaning created as a team. The engagement that they are well-enough to work. To tool is basically a mapping tool that satisfy the criteria of the job centre.

consisted of stick figures to represent people, plates to represent places

The employability officers aim to place and organisations, and string to the claimants in volunteering roles demonstrate the relationships. that will help them gain experience in work, and become accustomed Using the engagement tool with the to the work culture in the UK. One stakeholders we mapped current employability officer that we spoke relationships,

and

then

took

to highlighted the work culture different color of string to represent differences as an problem that needs future cooperations and relationships to be addressed, and think that that will take place. Through this middle east people will hold 5 different families are highly dependent on the jobs at a time, and will usually have council worker, as attending to all of flexible hours of work, the 9 to 5 work their needs goes through her. This culture is very specific to this part of relationship will need to change.

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volunteering is the way to do so â&#x20AC;&#x153;in the it was apparent that the refugee

Third Sector

monitor & direct DWP & Job Centre

Moray Council

Benefits Claimant

N O W

handing over

support & report

F u t u r e

Benefits Claimant

DWP & Job Centre

Refugee families supporting

VOLUNTEERS

SOCIAL ISOLATION DO GOOD WALK INS

VO LUNTEER CO ORDINATO RS

PRE-R

VOLUNTOLDS EC

DWP MORAY COUNCIL NATIONAL HEALTH SERIVE

E N

MANAGEMENET & PLACEMENT

SCREENING

REFERRAL

RE T

C RE

RUIT

MENT

T HIRD S ECTOR INTERFAC E

Understand

To summarise the problems we discovered we created the visual to the right in order to show the touchpoints of failure in the system, and where our intervention might lie. The visual demonstrates the the three major flashpoints with the volunteering system. In summary, Sue is often sent individuals from the Job Centre who have been told they must volunteer to maintain their benefits. This demographic is known as voluntolds. They are notoriously unhappy in their placements. Voluntolds are particularly difficult to screen for placement. The screening officer must be a skilled and empathic conversationalist to discover a voluntolds character and attempt to place them happily. There is no way to pass on this hardwon personal information to volunteer coordinators, who find themselves managing voluntolds who are unhappy and leave the organisation quickly. As a result, coordinators spend a lot of time and energy searching for and training new volunteers. We call this the recruitmentretention cycle.

When we used mapping the future of work with the DWP we saw how voluntolds are really a phenomenon, and how the recently settled refugees will be treated as disadvantaged adults, with intentions from the Job Centre to place them wherever possible, turning volunteering from an opportunity for refugees to enjoy themselves and engage with the community to a chore.

After conducting desk and field research, and eliciting our findings when possible, we undertook an ethnographic analysis approach to sense-making, thus resulting in themes of insights that directed that gave the project a more specific direction for design development.

A n a l y s e

01 74

Sense-Making design ethnography analysis

n the sense making process we adapted patterns

within

behaviours,

actions, community, however, this would need

our learning from stage 1 and applied attitudes, etc. From there we started seeing tackling on the front of how individual them to our analysis process. Our emerging patterns in bigger themes such volunteers are approached and supported

analysis took two modes, the first that as independency vs dependency, hosting in the first place, as well as the process of was intermittent, as our research was vs being hosted, volunteer vs voluntold, matching volunteers in roles that speak spread out across different stakeholders, and new connections. The affinity mapping to the individualâ&#x20AC;&#x2122;s needs and motivations. where we mapped information gained. The exercise led to the extrapolation of insight We realised that the similarities between second mode of analysis took an inductive, themes on which we had discussions a voluntold and a refugee in the process deductive, and abductive through to affinity as a group, and formulated design of entering the workplace and the wider mapping. The

first round of analysis opportunities.

consisted of us going back an evidence

community are far too great, with the added obstacle of a refugee being a vulnerable

wall created as we gathered information, The design opportunities prompted us to person, with a baggage of war trauma, and and creating hypothesis, proving and ask what if questions that would help direct sometimes physical injury. disproving them according to the evidence us towards a new and innovative approach gathered. This was followed by creating a to solve the problems at hand, and to An important aspect of running the affinity list of insights, from which we extrapolated further build upon the design artefacts we mapping was that we were able to go over design opportunities, which we then wrote used in our research process, such as that all of the data, and become more conscious down quick ideas that might tackle these.

developed for the volunteer coordinator of the data that we choose to include or workshop, which proved to be essential in omit for the direction of the project. Also,

In the second run of analysis we took a more alleviating the discourse around creating by homogenising the data we were able to in-depth approach, where by we went over new volunteer roles.

dampen biases, as well as being able to

all of our data gathered from interviews,

take a step back from being immersed in

observations, and engagements again, The affinity mapping exercise this way the research, and uncovering the bigger and extrapolated the main idea out of each proved to be very beneficial for the team picture. piece of evidence. Following the completion as it helped gather to discuss our findings, of this task, we pinned the evidence onto and to find common grounds into our homogeneous as possible. In the first run that volunteering must be voluntary for of affinity mapping we grouped information the refugees to be able to enter the work into

basic

groups

which

prescribed space in the UK, and well as the wider

Analyse

the wall, which we aimed to make as direction in the project, where we saw

Insights and Opportunities Outcomes

Analyse

I n s i g h t s

opportunities

The Volunteering system in Moray has several weak points, and overall often treats volunteers in an impersonal way.

Creating better dialogue channels to understand the motivations of volunteers and make sure these transfer into the placements, and make the volunteering system more user-centred

Learning English is seen as priority from the perspectives of the SNSs and The Council, however the opportunities for learning outside of the classroom have not been explored

Creating new spheres of interaction between the Refugees and English Speakers outside of the official system

In order to satisfy their Job Seekers status and continue to receive benefits from the Government one Syrian from each family must participate in the Job Centre Plus system

Placing SNSs in volunteer placements that they enjoy within safe welcoming environments, could speed the learning curve for understanding the UK work ethics. Plus promoting the value of volunteering and its positive impact on individuals and society

The DWP and council are sceptical about the value that third sector organisations like TSI Moray and MSR can bring to the table, yet these organisations are willing to help with the further integration of the refugees

Creating better communication networks amongst organisations that facilitate friendlier ties, coordination and transparency

Although some SNSs take pride in carrying out tasks independently, others are dependent on the support from the council in carrying out daily activities, and will need to become more independent

Providing opportunities for further interactions within the community to help facilitate natural language enhancement

Giving Back: A local social entrepreneur and the council workers have previously planned to stage a Syrian Banquet, as a way for the Syrians to ‘give back to the community’. The Syrians have told us that they would like to give back too. Yet nothing has happened...

Facilitating ways for the refugees to ‘give back’ to the community in their own way.

Refugees relate their own experiences to the experiences of other refugees in the UK and the rest of the EU

Using channels to promote understanding of one another and learning from past experiences.

Emergent Themes elicitation

03/1

Independence and Choice 78

t this point in time the refugees are highly dependent on the welfare state and council workers

in their day to day lives, including making doctorâ&#x20AC;&#x2122;s appointments and picking up their medicine from the local drugstore. On the part of the New Scots, they aspire to be in a position of independence from this system and to make their own choices about how they live. The council workers also see this as the ultimate goal.

What ifâ&#x20AC;Ś the Syrians could be truly volunteers and not voluntolds? Analyse

03/2

Hosting and Being Hosted 80

The New Scots were invited to the UK under the Syrian Vulnerable Persons programme, and in this sense are being hosted by the Scottish state. The New Scots have a strong sense of appreciation for everything the state has provided for them and aspire to â&#x20AC;&#x153;give back to the communityâ&#x20AC;?. There is also an expectation on the part of the council workers to be thanked by the New Scots for their support. A local social enterprise has offered the Syrians a cafe for an evening, to put on a banquet in honour of the council workers, but the New Scots have not responded.

Analyse

What if ... the migrants and locals collaborated to create a more personal and engaging volunteering experience beyond organisational restrictions?

03/3

New Connections and Collaborations 82

To our minds the situation could benefit from the development of new connections and collaborations, both within the New Scotsâ&#x20AC;&#x2122; support system, and between the New Scots and the Forres community. There are a number of Third Sector Organisations - like TSI Moray, and Moray Supports Refugees - ready and waiting to collaborate with the council to aid the further integration of the New Scots through volunteering and befriending programmes. Better communication need to be established and worked on between the public sector and third sector organisations. Refugees have established networks online

where

people

their

experiences and share advice with each other. However the Refugeesâ&#x20AC;&#x2122; communication with the community is still very weak.

Analyse

What ifâ&#x20AC;Ś the volunteering system had better communication networks on an organisational and community level that facilitated better opportunities for refugees?

03/4

New Connections and Collaborations 84

Volunteering could have obvious benefits in the context of the Forresian New Scots. Outside of the established opportunities to develop skills for work and meet new people - both of which are essential for their integration - it could also offer the chance to practice the lessons they are learning in the English classes. But

their

lack

English

and

misunderstanding of the concept and its benefits pose a challenge to successful and joyful placements. The men - as claimants at the DWP are on the brink of seeing the worst side of Morayâ&#x20AC;&#x2122;s volunteering system, being voluntold.

Analyse

What ifâ&#x20AC;Ś there didnâ&#x20AC;&#x2122;t need to be a screening process, and potential volunteers could experience and choose their prefered placement before going in person?

04 86

The Design Challenge elicitation

ased

volunteersâ&#x20AC;&#x2122; personal information easily

discovered in the volunteering

the

problems

available to volunteer coordinators.

system, our design challenge

When Volunteer coordinators are better

shifted focus from refugees to voluntolds

informed they will be able to place

in general, as we saw how refugees have

volunteers in suitable roles that speak to

become voluntolds. What otherwise

their unique motivations.

would be an opportunity for engagement with

the

local

community,

self-

Furthermore we wanted to Break the

improvement, and simply having fun, has

recruitment retention cycle through

been turned into a chore.

the creation of better communication means and channels amongst the

In developing our concept we wanted

various stakeholders.

to focus on empowering potential voluntolds to make informed choices

Lastly,

aimed

Make

the

on the volunteering experiences they

volunteering system easily accessible

would enter into. Informed choice means

to non-native English speakers, thus

that voluntolds will be provided with

making it more inclusive for refugees

sufficient information before taking on a

and other immigrants.

permanent role that they would probably end up disliking and leaving otherwise.

I created the visual on the left to illustrate this shift in focus, highlighting our

We also wanted to Alleviate the stress

audience, and the goals that we aimed to

on TSIâ&#x20AC;&#x2122;s by streamlining the screening

achieve through our design intervention.

process. The screening process is essential to understanding volunteer motivations, and therefore needs to be the need for the middle-man. In

addition,

wanted

Make

Analyse

made more readily available, reducing

RE FUG E E S

JO B S E E K E RS

VO LUN TO L DS EMPOWERMENT STREAMLINING SCREENING INFORMATION AVAILABILITY EASY ACCESS FOR NON-NATIVES BREAKING RECRUITMENT/RETENTION CYCLE

AUDIENCE

GOALS

Following the analysis that we ran as a gap and identifying design opportunities we moved on to idea generation that was justified by our findings, and that builds upon what if questions we posed to interrogate a preferable future for Refugees and in the way the volunteering system comes in play.

I d e a t e

Initial ideas sketching & stakeholder feedback

sing concept sheets we came up with several concepts that tackle the

design

opportunities

found. The design challenges highlighted in the concepts cover using better communication tools between potential volunteers, volunteer coordinators, and screening officers. The communication tools presented in the concept cover cards that explore a personâ&#x20AC;&#x2122;s interests through visual communication, a volunteering exploration set that helps potential volunteers experience different fields of interest, engage with locals, and explore the Moray area. In addition, we had a concept of a meeting point with an interactive wall for all parties concerned where different roles and interest are discussed, bringing together different parties that would not normally meet in person.

Building on problems discovered in the volunteering system we asked;What if we could facilitate volunteer coordinators and volunteers co-creating new roles?

Linking the idea of voluntold and misinformation, we asked; What if we could close this gap of experience for potential volunteers, and present them with the opportunity to make an informed choice about which organisation they would like to go to

Hello! Iâ&#x20AC;&#x2122;m a Volunteer

Name: Peter Age: 32 Martial Status: Separated Educational Level: Possible highschool Skills:

Painting buildings/some overseas work in this area Currently unemployed for over a year

Interests:

Interested in helping those people 'less fortunate' than himself. Wants to do something productive with his time. Helps his elderly mother with shopping.

Hobbies:

Personal Goals:

To gain employment To overcome his alcohol addiction To feel connected again and to meet positive people

Building on the persona cards used in our workshop with volunteer coordinators we asked; What if we could build on this concept and in order to more effectively communicate a volunteers motivations and interests to coordinators so that they can quickly build an enjoyable experience for new volunteers and also ADD VALUE to their organisation?

During a meeting with our stakeholders at TSI Moray, we showed them primary sketches of ideas that we had at the time.The Screening Officer, Sue, was excited about the idea involving cards that transfer gained knowledge from a person to another, or organisation to another. She saw it as a good alternative to tedious, impersonal forms that everyone has to deal with at the moment.

Inspiring from passports, both physical and digital, we deicded to utilise this idea to create an artefact that helps both volunteers and volunteer coordinators transfer and document information easily.

Inspiration compiling

Inspiring from moodboards and how they help externalise oneâ&#x20AC;&#x2122;s thoughts, as well as communicate to others ideas visually, we decided to use moodboards as a tool to explore volunteer motivations. The use of photos to communicate with nonnative English speakers is also a tool that the TSI screening officer utilises at the moment.

After the phase of ideation where we came up with several concepts we decided on one concept to develop further and prototype, merging skills acquired from our specialisms, to be taken back to the stakeholders and the audience that we worked and designed with throughout the process.

D e v e l o p

Develop

What’s the Situation?

So… What is Bridge?

Recent years have seen significant growth in Scotland’s

Bridge is a new service for connecting volunteers and

Voluntary Sector.

volunteer organisations together in the most enjoyable

More and more organisations are relying on volunteer time, energy and value.

100

Increasing numbers of these organisations have created official, paid positions for Volunteer Coordinators to manage these volunteers. State services, particularly Job Centre Plus, recognise volunteering as an effective stepping stone out of unemployment and into the workplace.

way possible. It acts as a platform for organisations to host visual and audial media about the mini-experiences they have to offer volunteers. Mini-experiences are short taster sessions. Bridge uses a matching system to recommend miniexperiences to volunteers based on their personal preferences. An organisation’s profile provides volunteers with the

What’s the Matter? It is not uncommon for the contemporary Scottish job

information to make an informed choice on whether to book a mini-experience: Bringing freedom back to Scotland’s voluntary sector.

seeker to be “Voluntold”: forced to take a volunteering placement in order to receive their benefit package .

Who is it for?

Aside from cutting against the very ethos of volunteering,

Bridge was inspired by the problems that Voluntelling

such “Voluntelling” strains the volunteering system on a personal level. Having not offered themselves freely, Voluntolds are notoriously difficult for the screening officers at Third Sector Interfaces to place. Voluntolds are apt to be unhappy in the roles forced upon them, resulting in high turn overs, leaving volunteer coordinators perpetually in search of, and training, new volunteers.

is bringing to Scotland’s Third Sector. Its prime targets in that context are current and potential voluntolds, as well as volunteer coordinators. Yet volunteering can be joyful and beneficial for anyone. We envisage Bridge as a delightful and easy-going introduction to volunteering as an activity and ethos. It is open to people who have never volunteered before, as well as to organisations and individuals who would like to try their hand at offering a quality volunteering experience. Bridge will be available in several languages, including Polish and Arabic. We see it as being a useful way for immigrants new to Scotland to practice language skills, acclimatise to Scottish culture, and begin exploring the job market.

How does it work? At the core of Bridge’s matching system are the

The System elicitation

MoodBoards. In design, MoodBoards are a physical collection of colours, words, images, objects and textures, that convey the targeted emotional timbre of a product at the beginning of its conception. In the context of Bridge, a volunteer’s MoodBoard is an emotive collage of their personal interests and skills. An organisation’s MoodBoard conveys the general

What is the impact? We see that Bridge will positively affect the lives of volunteers and voluntolds by providing them with a

experience they offer volunteers.

choice of experiences that suit their personal interests.

Affinities between a volunteer’s and organisation’s

Voluntold individuals will find a role that suits them

MoodBoards will result in a match, and Bridge will suggest the experiences on offer from that organisation to the volunteer for further inspection.

How to use it? Introductory sessions on Bridge’s use will be given at local pop-up events - “Gatherings” - where Expert Bridge Users will use an interactive wall to walk organisations and volunteers the setup of their profiles and MoodBoards.

faster than through the Job Centre Plus, saving both individual and institution time and frustration. Happier volunteers are more likely to stick around at an organisation. Volunteer coordinators will therefore spend less time recruiting and training volunteers.

Moving Forward! We see Bridge being leased, disseminated and maintained by Scotland’s Third Sector Interface Network. Instead of their Volunteering Officers

These events also provide an opportunity for volunteers

participating in a constant cycle of unhappy recruitment

and coordinators to socialise and get to know one

and failed retention, they would have the chance to

another in an informal setting.

focus their time and energy on providing volunteering

Bridge can also be downloaded as a mobile application, for use at home or on the fly.

organisations with quality training on how to offer the best volunteering experience possible. If new Job Seekers were referred to Bridge early in the process, they could build a CV of volunteering roles that they enjoy. This could save Job Centre Plus the resources they currently pour into finding the right volunteering and job opportunities for each individual. So Job Centre Plus could be key financiers of Bridge, as a preventative measure.

101

01/1

Event

System map

Description

hop tors rks na rdi isa Wo

o co rgan edia m elp r o s h hei ith . ert out t les w ards p Ex fill rofi dBo to sâ&#x20AC;&#x2122; p Moo n tio and

e Th

Actors

Buil ding

Exp rel By pr eri eva ovid en nt in ce Co Mo med g br ord odB ia idg a ina e oa n the tors rd, V d fillin with ir m cre olu go ini- ate ntee ut a exp a p r erie rofil nce e fo r .

Pr ofi le

od t ou Mo fill g er rs yin Us ee ecif . nt g p es in olu , s nc l v ard ir ld a re i t Bo the refe ten od p Po Mo ial a nt rie pe ex

Bu i

102 Mediating Artefacts

ing At lin ded the g g at ic and ated herin mi to te g, tim vol unt ngl a ing , bi e is ee and rs, c betw scuits the oord een exp inat ert ors .

ard Bo The us er may th bookin g at thei en make a r minirience of choice expe.

Vis it

Bo vo oki n l dis unte gs pla er are ye co co d i or nf n t din irm he at Co ir ors ed b nf ca len , an y irm da d ing r.

all eW

the ds en n of e mm ctio h ar eco ele hic e r a s s, w ds. r e idg er Br unte rienc as ca vol expe off ted nimi prin

ctiv tera The In

fill in their Volunteers ds on an MoodBoar wall. This interactive is sent to information Brdige.

BRIDGE

Bookin g Visit

ns uggestio nce S

s erie a userâ&#x20AC;&#x2122; Exp sis of a b e On the oard, Bridg erixp MoodB mini-e user to mends recom files for the ro from. ence p choose

Info Exchanged

tam ping Ritual

is nce erie oad l exp ini- ay up their m m ing e r th ers s to nt Afte ver, us cume other o do or . ng dia nce, f ridge e rdi m erie nB eco exp see o R e

c rien Expe

Develop

Afte r over the min i-exp , use card rs with erience s e stam may ha xperien is ce ve th ped coor by volun em dina te tors er The . S

Actors

Volunteer

Expert User

Volunteer Coordinator

Mediating Artefacts

n developing our concept we took a

Mobile Phone

Organisation Stamp

Laptop

day to map out our design concept on whiteboards as we carried out a discussion

on the details of the system. After clarifying all the details each was assigned tasks to

Interactive Wall

Printer

Experience Cards

complete to realise our concept. Finn creted the system map, Poopak created the Blueprint, I created the app

Tea

interface, and created a rough prototype for the interactive wall interface, which

Info Exchanged

Cong then took and created the interactive wall interface with. Cong and I also created the starter kit and the cards in them. MoodBoard

Experience List

Calendar

In additon, Finn and Cong created the scenarios together, which were later shared and agreed upon by the rest of the group

Audio Recordings

Photo Media

Video Media

members. For the purpose of communicating our

Info Directional Flow

concept within a then ten minute final presentation we decided to create a short

Out of Bridge

Into Bridge

movie that explained the concept. I created a rough scenario for the movie. To shoot the movie, Cong and I set up a pop up cafe

Actions

at school, gathered people, and shot the Make Experience Profile

Fill MoodBoard

Receive Suggested Experiences

scenes that we needed. Poopak did the final editing of the movie. During the week of concept realisation, the team showed a great effort and cooperation.

103

104

T OUCHPOINT POSTER

EVENT

INTERACTIVE WALL

STARTER KIT

P HASES

Preparation

Launch

Registration

Create a profile

Receiving the Starter Kit

C USTOMER A CTIONS

Invited to the pop-up event

Go to the event

Put personal information

Create mood board

Click print

D IRECT C ONTACT

Input information about event

Meet with volunteering community

Help volunteers interact with wall/ Introduce their role/organisation

Help volunteers create moodboard

Help volunteers

Provide refreshments/ maintain database

Maintain wall

Maintain wall; provide items

Organisations get together Design mini experience & calendar

B ACK

OFFICE

Find the venue

Create App Content Download an App Update information on App if needed

Install wall

01/2

ServiceBlueprint 6

MOBILE APP;

CARDS; MOBILE APP;

105

MOBILE APP;

MOBILE APP

THE VOLUNTARY ORGANISATION

VOLUNTARY ORGANISATIONS

Connect to others

Book

Experience the mini experience

Share experience & make evidence

Confirmation & feedback

Update moodboard

Download App; see event & people

Book volunteer opportunities

Go to the mini experience & do it

Take photos, videos, & record voices

Show wallet

Using App

Communicating with volunteers

Update Calendar

Confirmation on App; induction; support volunteers

Support

Confirmation & booking

TELEPHONES

Support

VOLUNTARY ORGANISATIONS

MOBILE APP

Comment about their experiences; stamp card

Update information on App

Update calendar & experiences on App

Concept Elements prototyping

02/1

The Mobile Application 106

n developing the app interface I decided to look at available tools that would aid in the creation and the prototyping of the

application. I found Sketch to be a useful tool. This was the first time that I use the program, and found it to be particularly useful in creating an app interface as it allows the use of templates, thus allowing me to create a more professional interface. To prototype the interface I used a platform called marble, which allows for the creation of an interactive prototype, this was particularly helpful when we were creating the movie, as it helped us communicate how and when the app would be used by the users. Given that we were unable to communicate the details of the app during our final presentation we chose to include these details in an extra handout, which was created collaboratively by Cong, Finn, and I. The flyer also served as a project output to be handed out to stakeholders and audience.

app this time has allowed me to gain skills which I aim to improve further.

Develop

Taking a different approach to creating the

App Main Features ROLE

M O O DB OARD

E XPE RIE NCE S

COMMUNITY

evolves with time

discover & document

take on ,multiple roles

express & modify

match suggestions

connect to people & organisations

build connections

expand network

Organisations & Volunteers

become avialable

communicate

express & modify

express & link

107

SETTINGS get experience confirmed

connect to organisations

connect to people

adjust matchability

customise

COM M U NITY

discover

get organised

upload, share, & connect

document, view, & share

create & update as you go

Expanded Volunteers Features

108

EXPER IENCES

M O O DBOAR D

communicate & get organised

M O O DBOA R D

seek volunteers

coonnect to volunteers

keep attendance

communicate identity & culture

Volunteer Coordinators/Organisations

109

EXPER IENCES

CO M M U NITY

Create profile

modify moodboard

view experiences

add experinces

print starter kit

Interactive Wall Main Features

110

02/2

Interactive Wall Moodboard

The Interactive Wall

111

Explore categories & create a moodboard

02/3

The starter Kit

112

your journey starts here

Gender: Female Age: 30 Nationality: Syrian About me: I am a mother of of three beautful children, cooking is my specialty BRIDGE

The Profile Card

Volunteer Card

Name: Sarah Hussain

The Mood

dboard

Each user is provided with a Starter Kit after they interact with the interactive wall at the pop up event. The Starter Kit includes their profile card, moodboard, chosen experiences, and a wallet to keep it all together, almost like a volunteer passport!

Volunteer Coordinator Volunteer Coordinator Volunteer Coordinator

Volunteer Volunteer Volunteer

Gardening Our volunteers assist across the kitchen, garden, Buddy Befriender maintenance, reception and homecare departments. They attend morning community meetings Hosting a tea party and weekly volunteer meetings where there is the Step by Step supports young families, through the opportunity for mutual sharing and support. use of group befriending. Volunteers support The group needs support to help get members to parents in drop in sessions, arts and crafts the venue and enjoy a good chat and a cup of tea Newbold House, activities, reading and play, music making and at the session. Road, 111 St Leonards snack time. Forres IV 36 2RE, Elgin Stroke Scotland (UK) Friends Contact the Elderly Moray Resource Tel. : 0044 (0) 1309Centre, 672 659Maisondieu PO Box 19623, Erskine Scotland, PA8 9AB Tel: 07762970654 Tel: 0141 812 1555

The Mini Experience Set

stamp here stamp here stamp here

C Co ommmme en nt st s Comments

Confirmation & Comments

113

Narrative scenarios

114

0 1 . Lisa is a volunteer coordinator for Moray Foodbank. 0 2 . She is often sent volunteers by TSI Moray. They are seldom happy with their role and tend to leave fast, leaving Lisa with a lot of work looking for and training new volunteers.

0 3 . One day, Lisa recieves an email from TSI Moray. Its an invitation to â&#x20AC;&#x2DC;the Gathering: Powered by Bridge, a service for connecting the right volunteers with the right programmes.â&#x20AC;&#x2122; (1) Lisa is intrigued and signs up. She is instructed to bring video, photo and audio media from her the day-to-day workings of her organisation.

115

Scenario 01

volunteer coordinators

0 4 . At the Gathering, an Expert walks lisa through setting up a bridge profile for Moray Foodbank (2, 3, 4)

0 6 . Over the next few weeks, Lisa hosts several fun and productive miniexperiences (7,8)

0 5 . Later in the evening, some volunteers match with her organisation. She has a nice conversation with them.

0 7 . After about a month, she has a full team of happy and motivated volunteers. She no longer has to spend time looking for and training unhappy volunteers.

116

0 1 . Samir and his family arrive in Elgin under the New Scots resettlement programme. They are given a house, healthcare, education and money to live.

wider community. She gives them flyers for the next Bridge gathering. (1)

0 6 . They are invited to use the interactive wall to make profiles and fill out MoodBoards (3) (4)

0 2 . The parents attend EASL programme.

0 4 . Sameer and his wife are beginning to get bored with their usual routine, and would like to make some friends.

0 3 . After a few months, their teacher thinks they are settled enough to branch out into the

0 5 . At the gathering they have tea and biscuits and make some new friends. (2)

0 7 . Bridge suggests mini-experiences, and they choose a couple each. They receive their cards and wallets. (5) They even have the chance to talk to some of their future coordinators.

117

Scenario 02

refugees entering the volunteering system

0 8 . Sameer goes to volunteer at a kitchen. (8) But his moderate level of English causes some difficulties, and he doesnâ&#x20AC;&#x2122;t have the best time. Still, the coordinator stamps his experience card, and he writes about his experience on the back (10)

0 9 . His next experience is at Newbold house. (8) He has a wonderful time and goes back there regularly. (10) He takes lots of photos, videos and audio recordings of his experiences. (11)

1 1 . At the DWP, he shows his MoodBoard, experience cards and experience posts as evidence of his work/volunteering preferences.

1 0 . A year has passed since Sameer and his family were resettled in Elgin. Sameer must become a job seeker.

1 2 . The Job Centre say he can continue to volunteer and Newbold until his English is good enough to work as a gardener.

Sc enario 03

job seeker entering through the job centre

JOb Centre

118

Go to the charity shop to

should go to find a job 1 5

moodboard

Experience1

ex1 golfing

cool, i want to volunteer more

Downloa

mood board

matching

0 1 . Amanda has been sick and out of work for a number of years. But now she is healthy again and ready to find work. 0 2 . She goes to the Job Centre who find her a voluntary placement in a charity shop.

EX1

EX2

0 3 . Amanda finds sorting clothes and handling cash at the charity shop very boring, but thinks she must continue volunteering there if she is to recieve her job seekers allowance. 0 4 . One tescos, one day, Amanda sees a poster for the Bridge app ( 1)

Interesting

This is boring al

Tot

ex1

ex2

TESCO

Experience2

ex3

119

good experie nce! wonderful bridge

job offer

love it

ex1

ex2 ex3

0 5 . She downloads the app and sets up a profile (3, 4) 0 6 . She receives the recommended mini-experiences, and begins her adventures. (6,7) 0 7 . First she is a golfing buddy with a really interesting and funny old lady,

she enjoys her experience (8, 9) 0 8 . Next, Amanda drives a car for the New Scots! (8,9) 0 9 . Amanda realises that she really loves connecting with and helping people through Bridge. So she takes a job as a Bridge Expert User.

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0 1 . Experts and volunteer coordinators gather to create media content and strategy. 0 2 . Volunteer coordinators get to know the experience well 0 3 . The volunteer finds out about the pop-up event through posters, 0 4 . At pop-up events where all parties gather, volunteer coordinators

mingle with potential volunteer and guide them through, along with other bridge experts. 0 5 . At the pop-up event the potential volunteer creates her moodboard, and receives help if needed. 0 6 . The volunteer then receives the Bridge Starter Kit.

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0 7 . The volunteer downloads Bridge App to document, discover, and share. 0 8 . She goes on her first mini-experience 0 9 . She enjoys the experience, and takes photos and videos on Bridge App. 1 0 . The volunteer coordinator confirms her attendance by stamping her experience card and confirming on the App.

1 1 . She can view experiences she chose to explore previously, or can discover new ones through the application. She is on to her next experience. 1 2 . She is able to go on various experiences, until she eventually understand her own motivations better, and choose the path that suits her best for both work and volunteering opportunities.

Impact visions & stakeholder feedback

T 122

he impact that we see this project

with the final outcome of the project, their

When we asked about how they saw the

lies in several areas in the network of

feedback on the project outcome surpassed

influence of our work on them, they said that

volunteering. To start with, the use of

our expectations. They were very excited to

we helped them rethink why certain things are

MoodBoards for matching volunteers with

hear about the developments and found it

done the way they are done now, an example

volunteering experiences should relieve the

beyond their expectations of collaborating

of this are long forms that volunteers have to

pressure put on TSIs to screen large numbers

with us, as they had not imagined the result

fill-out. In addtion, they said that we helped

of volunteers for placement.

of the cooperation could lead to a solution

them think of the bigger pictures, as it gets

that considered the bigger picture, as well the

lost in the dynamics of the everyday.

Secondly, by providing volunteers with audio-

details that are often forgotten.

visual descriptions of experiences which have

Going over some of the details of the project,

been suggested on the basis of MoodBoard

They see that Volunteer Scotland, or

and how we wanted to take the experience

affinity, Bridge affords the chance to make an

Volunteer Action Scotland would be able to

informed choice of volunteering experience,

carry this project forward. The agenda for

nurtures their volunteers, and transferring

thus increasing the liklihood that the

the Third Sector at the moment lies in adult

their model to other organisations, they found

volunteer will enjoy themselves.

recognition, but the stakeholders at TSI see

it to be very profound. The screening officer

that the ‘real work’ lies in attracting and

has had particular cases of great success

This in turn should increase the chances that

helping the disadvantaged and marginalised

achieved in Newbold House. An adult with a

volunteers will stick with an organisation

populations, which is the main reason for why

learning disability was able to overcome his

long-term, thus breaking the points of failure

they see the project outcome to be of high

social anxiety, learn new skills, and grow as

in the recruitment-retention cycle.

value.

a person. The team working with this adult

Newbold House which embraces and

consisted of five people who supported him In addition, Individuals volunteering through

They added to this that they find real value

in the background, but the actual success

the Job Centre plus could use the service to

in the emphasis in the project outcome on

happened within his volunteering experience.

document their volunteering and working

social interaction and building connections to

preferences. We can see them adopting the

the community, which captures the essence

This example, and many others highlight the

service as a preventative measure, saving

and the value of volunteering in our society.

importance of volunteering for our society, and why reviving its essence is needed.

valuable time and money. The screening officer found the adaptation of In this way Bridge could provide a softer

her work , and the element of Moodboards

On a personal level I am very happy to have

and

to be specifically appealing as she saw it as

been a part of this project, working with

volunteering for Forres’ New Scots as well as

a great engagement tool, especially when

genuinely empathetic people who work

other immigrants.

speaking with disadvantaged adults, or those

tirelessly to support marginalised groups.

with learning disabilities, she added that it

I hope the project outcomes influence new

also serves as a great conversation starter.

ways of thinking and doing.

joyous

alternative

introduction

In speaking with TSI, presenting them

N O W

Refugee families supporting

handing over

F u t u r e

DWP & Job Centre

Moray Council

support & report

Third Sector

DWP & Job Centre

monitor & direct

Benefits Claimant

Intervention Voluntolds Informed Choice DWP Preventative Measure TSI Relief Pressure on Screeing Volunteer Coordiantors Breaking R/R Cycle

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The end of this project marks the end of the second stage of our Masterâ&#x20AC;&#x2122;s Programme. I have learned so much, and grown as a designer and researcher. I am not only learning to improve my design practice, but to feel responsible for its outcomes and the people it implicates. I am learning to be more empathetic in my design practice everyday. This mindset motivates me to create projects that are geared towards social innovation. Creating enabling systems that empower people and societies is what I would like to continue building into my practice.

125

bibliography

Ager & Strang (2008) ‘Understanding Integration: A Conceptual Framework’ https://www.researchgate. net/profile/Alison_Strang/publication/31174952_Understanding_Integration_A_Conceptual_

Framework/

links/550aa8da0cf265693ced726b.pdf

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Barret, E. and Cipolla, C. (2016). Reframing Migration Workshop Report. [online] Available at: http://www. desisnetwork.org/wp-content/uploads/2016/10/Reframing-Migration-REPORT_2016.pdf [Accessed 9 Mar. 2017]. Forres Gazette (2016) ‘Refugees Settle into Forres Life’ http://www.forres-gazette.co.uk/News/Refugees-settleinto-Forres-life-15072016.htm Five Pillars (2016) ‘From Syria to Scotland: Refugees in Moray are being Welcomed with Open Arms’ http://5pillarsuk.com/2016/08/21/from-syria-to-scotland-refugees-in-moray-are-being-welcomed-with-open-arms/ Home Office (2015) ‘Syrian Vulnerable Person Resettlement Programme’ https://www.gov.uk/government/ uploads/system/uploads/attachment_data/file/472020/Syrian_Resettlement_Fact_ Sheet_gov_uk.pdf Jackson, R. (2017). Volunteering or voluntold?. [online] Third Force News. Available at: http://thirdforcenews.org. uk/blogs/volunteering-or-voluntold [Accessed 3 Mar. 2017]. Laycock, Hannah. (2017) ‘Winter School 2017’ LeBaron, M. (2003). Communication Tools for Understanding Cultural Differences. Beyond Intractability. [online] Available at: http://www.beyondintractability.org/essay/communication-tools [Accessed 23 Feb. 2017]. Refugee Council 1 (2016) ‘The Uk’s Role in the international refugee protection system’ https://www.refugeecouncil. org.uk/assets/0003/8056/The_UK_s_Role_in_the_international_refugee_protection_system_ Jun_2016.pdf Refugee Council 2 (2016) ‘Top 20 Facts about Refugees and Asylum Seekers’ http://www.refugeecouncil.org.uk/ latest/news/4805_top_20_facts_about_refugees_and_asylum_seekers Refugee Council (2017) ‘Refugee resettlement: the facts’ http://www.refugeecouncil.org.uk/what_we_do/ refugee_services/resettlement_programme/refugee_resettlement_the_ facts Scottish Government (2013) ‘New Scots: Integrating Refugees in Scotland’s Communities’ http://www.gov.scot/ Resource/0043/00439604.pdf

Mdes Design Innovation & Interaction Design

Glasgow School of Art