Service Design e Ristorazione Collettiva. L’innovazione sociale delle Mense Diffuse di Reggio Emilia

The evolution of social services necessitates increasingly inclusive and sustainable models that prioritize individuals’ actual needs. The case study of Diffused Refectories, an initiative promoted by Reggio Emilia Caritas, exemplifies an innovative approach to soup kitchens, designed to contrast food poverty and promote social integration through a decentralized, human-centered system. The Diffused Refectories model is founded on the principle that food serves not only as an immediate response to a fundamental need but also as a medium for fostering meaningful relationships. As such, it presents an opportunity to build a cohesive community and generate social value. In response to the challenges posed by the COVID-19 pandemic and related restrictions, the accessibility of meals has been redefined, leading to the redesign of the refectory system into a decentralized model. This system is structured around a network of strategically distributed distribution points across various locations in the city of Reggio Emilia. By enhancing outreach and accessibility, this approach strengthens community networks and promotes social cohesion. The analysis of this case study was conducted using the Service Design approach, a discipline focused on services development that prioritize individuals, their experiences, and their needs. Employing qualitative research methodologies, field observations, and service system mapping tools, this report examines the operation of the refectory. The analysis is structured around various service components to identify potential innovation strategies that could enhance its effectiveness and possible innovation strategies. The aim of this work is to present a brief summary of the research process, including the tools adopted, to disseminate the findings emerging from the collaboration between the Design Department of the Politecnico di Milano and Caritas Reggiana. This study is conducted as part of the PRIN 2022 project, Colta: Collectives at the Table, which seeks to explore the conviviality as a catalyst for social innovation. The project adopts a multidisciplinary approach, bringing together designers, semioticians, and philosophers. The report provides a concise overview of the Diffused Refectories model and summarizes the collaborative research efforts that led to the identification of transformation scenarios designed to generate value for individuals, organizations, and the local community. Adopting Service Design methodologies and tools, the report presents a framework aimed at enhancing the territorial system of diffused refectories, reinforcing its role as a shared space for care, empowerment, and community cohesion.