COLLECTIVE

Background

The ongoing cost of living and housing crises are pushing more people into homelessness in the UK. Last year, 66,040 households were assessed as homeless or at risk, a 1% increase from the previous year. Young people, particularly care leavers, are disproportionately affected, with 25% of the homeless population coming from care backgrounds.

Problem

Care leavers often face additional barriers in accessing support services, such as hostels, food banks, and job centers. The current system is fragmented and difficult to navigate, leaving many vulnerable individuals without the resources they need to integrate into society.

Solution

A user-friendly app designed to help care leavers and at-risk individuals find essential resources quickly and easily. Key features include:

Built-in Navigation Finder: Helps users locate the nearest hostels, shelters, and support services.
Job Finder Link: Directs users to relevant job opportunities in their area.
Resource Directory: Lists local food banks, job centers, and other support services with contact information.
Simple, Accessible Interface: Designed for users with varying levels of digital literacy.

1.)

Empathize

I started by understanding my users and their needs through research. This involved talking to them, observing their behaviors, and immersing myself in their experiences to gather valuable insights.

My Design Thinking Process

Define

2.)

I synthesized the information gathered during the Empathize phase to clearly define the problem I’m trying to solve. I create a problem statement that focuses on the users' needs and challenges, guiding the rest of the design process.

Ideate

3.)

I brainstormed and explored a wide range of ideas and potential solutions, without judgment. During this phase, I tried to think creatively, challenge assumptions, and come up with as many ideas as possible.

Portotype

4.)

I built prototypes of my ideas to bring them to life. These include low-fidelity designs like sketches, wireframes, or interactive mockups, which allowed me to experiment and visualize different solutions.

Test

5.)

I tested my prototypes with real users, observing how they interact with the design and collecting feedback. Based on what I learn, I iterated and refined the design to better meet user needs and improve the overall experience.

Implement

6.)

Once I had refined the design through testing, I worked on finalizing the solution for launch. This phase involved developing the final product, deploying it, and continuing to iterate based on ongoing feedback from users.

Competitive Analysis

I conducted a competitive analysis by reviewing apps targeting homeless support services. I examined both the strengths and weaknesses of these apps, focusing on their user experience, navigation, and feature set. Many apps provided a wealth of information but were often difficult to navigate due to cluttered layouts and unnecessary features. On the other hand, some apps with simpler designs were easier to use but lacked sufficient resources. Additionally, outdated apps received negative feedback from users, highlighting pain points and areas that needed improvement. This analysis informed the design of Collective, helping me identify what features to include and avoid for a more effective user experience.

Key Takaways

I found that apps overloaded with information tended to be difficult to navigate and cluttered with unnecessary features. On the other hand, apps with less information had cleaner, more user-friendly designs. However, many apps were outdated, and user reviews highlighted pain points and areas for improvement.

Based on these insights, I wanted Collective to:

Feature a modern design that feels fresh and intuitive.
Ensure important information, such as local hostels and support services, is easily accessible and not buried under excessive content.

User Persona

I then conducted a user persona exercise to better understand the target users' motivations, pain points, and goals. By synthesizing the insights I had gathered, I created a hypothetical persona that helped me prioritize the needs of users and ensure the design addressed their most pressing challenges. The persona served as a valuable tool in guiding the design process, helping me focus on the most relevant features and opening up new opportunities to solve user problems effectively.

Customer Journey

The customer journey map I created combines storytelling with visual elements to better understand and address the user's needs. By incorporating insights and filling in gaps from the interview process, I was able to define a high-level customer experience. This map helped me gain a clearer understanding of the user's journey, highlighting key pain points, emotions, and opportunities to improve the overall experience.

8 Minuite Sketch's

Crazy 8s is an ideation technique I used to encourage quick thinking and eliminate overthinking, unlocking more creative ideas from my subconscious. During the 8-minute sketching session, I kept in mind the key features from my research, focusing on what to include and what to avoid. The goal was to quickly explore different design concepts and determine which ideas could be incorporated into the final product.

Wire-Framing

After completing my sketches, I selected a few ideas to incorporate into my wireframes. I also considered feedback from my mentor and peers, particularly regarding some of the features I had included. I took their suggestions into account and made adjustments to improve the app's usability. Additionally, I analyzed my competitors and identified features their apps lacked, which I then included to enhance the user experience.

FEEDBACK - BEFORE & AFTER

FINAL DESIGN

CONCLUSION

I really enjoyed working on this project, the process of designing for this issue became deeply meaningful, and it challenged me to think critically about a real-world problem.

Through this project, I learned that there isn’t just one solution to such a complex issue. Reaching my final design wasn’t easy, and I found myself revisiting my research and iterating on my ideas throughout the process. Looking back, I recognize that I could have further developed the app by offering short-term solutions, such as emergency services, donation options, or a way for users to access funds quickly.

If I had more time and access, I would have conducted more user research, especially targeting those currently experiencing homelessness or caught in cycles of reoffending, to better understand their immediate needs for stable housing and food.

Overall, this project gave me valuable insights into user-centered design and the importance of constant iteration, while also providing a deeper understanding of the challenges faced by vulnerable communities.