Empowering housing managers to lead sustainable renovation and
strengthen local communities.
Overview
Methodology
Challenge
Value/Impact
Solution
Support System
Service:
Service Design
Social Research
Systems Thinking
Client:
Tallinn Municipality
Tallinn, Estonia
Year:
2024
Team:
Besjan Haziri, Maarja Karlson
Shafaq Malik, Xavier Jones
The project addresses the slow pace of residential renovation in post-Soviet apartment buildings in Tallinn by activating the potential of housing managers as key drivers of change. It proposes a new service ecosystem that connects managers, residents, and institutions toward a more inclusive and energy-efficient housing future.
The project followed a Service Design and Systems Thinking approach based on the Double Diamond framework:
The proposed Housing Manager Support Network establishes a long-term service ecosystem where managers can access training, peer collaboration, and shared resources. The network functions as a mediator between residents, city institutions, and private service providers - creating smoother renovation processes, higher trust, and stronger community bonds. A “North Star Vision 2040” was developed to guide Tallinn toward an inclusive and sustainable housing future.
Only 1% of Tallinn’s residential buildings are renovated each year - meaning full renovation would take until 2050. The process is fragmented and bureaucratic, with limited collaboration between housing managers, residents, and municipal actors. As a result, managers often lack confidence, support, and tools to lead change.
Expected outcomes:
Faster renovation rates and better energy efficiency.
Stronger collaboration among stakeholders.
Contribution to SDGs 7, 9, 11, and 13 (Energy, Innovation, Sustainable Cities, Climate Action).
Goal: Enable housing managers to become active mediators of sustainable and social transformation.
Besjan Haziri
Portfolio 2025
Phase 1
Phase 2
Phase 4
Phase 5
Phase 3
Intro
Intro
Stakeholders, Frameworks and Timeline
Workshop Week
Giga Mapping in Groups, Interviews, Overview of Tallinn
Continued Analysis
Problem finding, Research, Problem Definition and Interactive Mapping
Development
Of service design proposals
Service Design
Points of Intervention
Service Design Ideation and Prototyping
Presentation
Pitch
Kick-off Futures
Future Methods, Visiting, Scenarios, Forecasting and Backcasting
Inspiration & Mapping Exercise
Stakeholders, Root Problems related to housing, Design Drivers
Mapping
Services
Final
Futures
Ideation of Futures
Future Scenarios Visualizations
Presentation
Required resources
+
Right support
Tallinn Housing
