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Streamlining the housing application process saving key workers on average 8 hours per week

Timeline

Jun - Sep 2022

Team

Independent Master's project

Client

The Lighthouse

Overview

Leading this project, I took a holistic approach to redesigning the social housing application process. This included implementing The Housing Register within MyGovID accounts to enhance efficiency and accessibility. This digital transformation saved service workers on average 8 hours weekly and increased application submissions.

Stakeholder engagement included presenting interim concepts, gaining validation, and successfully implementing designs, now integrated into the roadmap for future process enhancements.

Context

Ireland faces a staggering homelessness crisis, with over 13,000 people, including 3,000 children, seeking emergency shelter as of October 2023. Beyond these figures, there's a ‘hidden homeless’ population enduring rough sleeping, couch surfing, or dire living conditions. Middle-aged single men are particularly effected by this crisis.

Problem

The process of registering for social housing is complex, further compounded by limited and stretched service worker resources. This system lacks consideration for its vulnerable users, trapping individuals in a cycle of homelessness with no discernible exit strategy.

Solution

The integration of The Housing Register into MyGovID empowers users with independence and alleviates strain on service resources. By transitioning to a digital platform, errors are minimised, sensitive information is safeguarded, and individuals facing housing challenges can easily access and complete the necessary paperwork, streamlining the application process.

Impact

Research

Partnering with The Lighthouse homeless service allowed me to conduct interviews and workshops in a safe and trusted environment, engaging with both service users and staff members.

It was vital that this project was designed for the users, by the users, so I carried out a series of co-creation workshops with users and staff of The Lighthouse homeless service. Utilising research tools and templates was crucial in organising these sessions to ensure that users felt comfortable and at ease when sharing their personal journeys.

In order to redesign the housing application, the first step was to analyse the current paper based booklet in order to define the information architecture of the application. I facilitated a card sorting workshop with key workers to rearrange the content more intuitively, identify and eliminate repetition and simplify the language.

Decision 1

I tested prototypes with users at The Lighthouse to gather feedback early and frequently. Initial feedback on the digital application form indicated faster processing, but users faced hurdles at steps requiring documentation. This identified the need for an account setup to save progress and to protect personal data.

Decision 2

Although many users found the new login process and interface easy to navigate, a portion of my user base still relied on service workers due to a lack of personal smartphones. In collaboration with service workers during a feedback session, we brainstormed the idea of implementing a public kiosk where users could conveniently manage all their government services.

Validation

Addressing a multifaceted problem required my design solution to encompass multiple touch points, underscoring the importance of validating concept feasibility and securing buy-in from all key stakeholders involved.

Final Design: MyGovID new login system

The introduction of a new login option allows users to access and manage their government services by tapping their public service card on the back of a phone using an NFC chip and confirming their identity with facial recognition. Users expressed that this empowered them to take control of their responsibilities, eliminating the need to depend on service workers for assistance.

Final Design: User friendly application

Designing The Housing Register service with a user-centric approach streamlines the application process, offering intuitive navigation, clear instructions, progress tracking, and the ability to save and resume applications. Digitising the process can lead to increased efficiency for both applicants and government agencies.

Final Design:

A new public kiosk located at The Lighthouse homeless service, allowing users to access their MyGovID account and manage all government services, including the online housing application service. Users can navigate the application process and scan relevant documents using the built-in scanner.