Emergency Housing Handbook
A handbook to help you get through Emergency Housing
Embedded Files
Service Design | Graphic Design
The Ministry of Social Development (MSD) faced a significant challenge in delivering its Emergency Housing services: individuals entering Emergency Housing often lacked a clear understanding of their rights and obligations. In situations where people are on the brink of homelessness, the overwhelming complexity of their circumstances can lead to confusion during their first interaction with MSD staff. Key information—such as their rights, obligations, available support, and how to access these resources—was often misunderstood, leading to less favourable outcomes for those in need.
As a service designer, I was tasked with exploring and developing potential communication methods that would help clients better understand this crucial information during and after their entry into Emergency Housing.
Exploring the problem
Understanding the people who use Emergency Housing
To understand the root causes, I began by conducting secondary research, which included a review of existing documents and internal literature related to Emergency Housing services. I supplemented this with primary research, interviewing former frontline staff and Community Law representatives—the latter having originally raised the issue.
These research methods enabled me to create process flow charts, an ecosystem map, and user personas. These tools provided a clearer picture of the communication gaps and helped me to identify where improvements could be made.
Refining the problem
Uncovering the insights that shaped my investigation
Through the exploration phase, two core issues emerged:
Inconsistent Processes
There was a lack of uniformity in how information was communicated to clients, leading to confusion and misinformation.Spread of Misinformation
Inaccurate or incomplete information was sometimes provided, making it harder for people to understand their rights and obligations.
Refined Problem Statement
Whānau (families) and frontline staff may not fully understand the obligations and privacy implications tied to the Emergency Housing application process. This issue is compounded by the fact that clients, often in vulnerable situations, do not have the space or clarity to consider these important aspects.
This led me to the key design question: How might we develop communication strategies that ensure both clients and staff receive accurate and consistent information?
Creation Phase
Ideating, prototyping and testing concepts
Creating Concepts
In response, I collaborated with subject matter experts (SMEs) and third-party organisations, such as Community Law, to develop clear and accessible content for both clients and staff. My responsibilities included:
Content creation
Collaborating with SMEs to ensure all processes and support information were accurate and easy to understand.Third-Party review
Working with Community Law to review the content, ensuring it was legally sound and helpful for clients.Brand strategy
I created a meaningful brand strategy to ensure consistency in the look and feel of all communication materials. This would help build trust and make the materials easily recognisable to clients.
Testing and Challenges
Due to privacy and sensitivity concerns, we could not directly test our ideas with clients. Instead, we conducted user testing with third-party representatives from Community Law, who provided feedback on the content and design of the communication materials.
Outcome
Project status and next steps
Unfortunately, the project was backlogged due to shifting ministerial priorities. However, the next steps would involve testing the information in the form of a handbook with frontline staff and clients to ensure it met their needs and improved understanding of the Emergency Housing process.
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