Improving the experience of social housing

Industry: Government

Keywords: Desk-based research, in-depth interviews, persona, influence circle, ecosystem map, experience map, concept design, problem framing session, Shadowing, Guerrilla research

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Challenge:

How might we improve the experience for tenants across the Hackney Wick area by providing more personalised and assisted services?

Approach:

• 2 internal customer workshops

• AS-IS journey

• Implication wheel and problem framing session

• 24-page market insights/ stimulus pack

• 8 in-depth consumer interviews

• 3 territories form research

• 3 co-creation sessions

• 4 Personas

• 2 experience maps

• Outline of customer and value impact

• 3 opportunity areas from tenants and communities insights

• 8 concepts co-designed and one tested in the environment

Impact.

The output from the project meant that the local council defines 6 strategic areas to explore and test with real community members. While upskilling local working to use system thinking and human-centred design methods to understand their stakeholders better.