Service Platform for the Gabriela Mistral Cultural Center (GAM)
- Country /
- Chile
- Services /
- Collaborative innovation
- Year /
- 2022
- Topics /
- Public innovation, Participation and collaboration, Public / Municipal Services, Public management and transparency, Participatory design, Creative economies
Through qualitative research, GAM’s audiences were identified along with their experiences, aspirations, and needs in relation to the services and spaces offered by the cultural center. Eight user profiles were developed, and a strategic vision was built to guide GAM toward becoming an open cultural platform that provides inclusive services for the city and its various communities.
To support this goal, six strategic objectives were proposed, along with an analysis of international benchmarks to inform the path forward.
- 32 documents provided by GAM were reviewed to understand the context and audience characteristics.
- 31 interviews were conducted to gather information on five key aspects: audience characterization, culture, loyalty, interests, and services. An additional 10+ interviews were held with users to explore their experiences and relationship with GAM.
- 3 observation sessions were carried out in the cultural center to analyze user interactions with the space.
- 6 recommendations were developed for the organization.
This project enabled the design of a strategic vision to create new and improved services and programming for one of Chile’s most important cultural institutions.
