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Project Background
Project Background
Homeless Reach is the prototype of an app that provides streamlined access to resources as well as emotional support for persons experiencing homelessness. The project was done in collaboration with Iyad Khattab.
What did we set out to create?
What did we set out to create?
I have spent the last nine years working in the homeless support industry. I wanted to prototype a platform to help fill the gaps in the current service delivery system.
First, we need to bring in a closer perspective.
First, we need to bring in a closer perspective.
As my direct interaction with individuals experiencing homelessness is limited to giving referrals, I began by talking to a coworker who does direct work engaging and listening to people with lived experience. Her suggestions were to focus on supplemental areas of need (non-housing resources) and emotional support.
The Research and Design Process
The Research and Design Process
Finding additional perspectives to further identify effective solutions.
Finding additional perspectives to further identify effective solutions.
Initial steps of the design process were research-focused, beginning with an in-depth competitive analysis that revealed three key aspects to inform the design:
Keep the barriers to entry low.
Focus on emotional support by putting power in the hands of the individual.
Create a soothing color scheme and a simple and accessible layout.
Interviews were then conducted with four case managers at homeless service agencies to further identify specific needs and effective support strategies. This included:
Highlight specific supplemental resources.
Include real-time shelter availability and check-in.
Features to allow people to connect with case managers and street outreach services.
Understanding our user base and beginning to imagine the deliverables.
Understanding our user base and beginning to imagine the deliverables.
The prior research was then used to develop personas, journey maps, and a user flow. The user flow was then wireframed, branding including color scheme, typography, and a logo was created, then the development of an initial prototype took place.
Below are some highlights of the research and design process. You may click on any of the images to open them in full screen.
Journey Map
User Flow
Initial Wireframes
Style Guide
User Testing
User Testing
Are we on the right track?
Are we on the right track?
While the UI was still being developed, a user survey was done to gauge users' preferences on the text alignment after a difference of opinion between the two designers. A centered text alignment was chosen following the test.
After the initial prototype was developed, a detailed user test took place with a different group of homeless service professionals. The following changes to the prototype were proposed:
We can do this now!
We can do this now!
Add a Food category to the Specialized Resources.
Add a field to indicate when the client will be at the listed location to receive Street Outreach services.
Add shelter requirements to the Shelter Check-In.
Quantify a time for how often the Highlighted Resources are verified.
Add hours of operation to applicable resources.
We'll need a bit more time.
We'll need a bit more time.
Add more commonly-spoken languages to the language option.
A feature to tailor resources displayed to a user based on selections made when creating their account.
Think about ways to connect to a resource other than just a phone number.
Adjust the reading level of the content to allow it to reach a wider audience.
The Result
The Result
This is where we currently stand.
This is where we currently stand.
A fully navigable interactive prototype of Homeless Reach was created through the initial research and design processes and through feedback from user testing.
Want to see more? Feel free to try out the prototype for yourself or watch a demo of the final prototype.
The Future
The Future
We can keep going!
We can keep going!
While a prototype is great, the platform won't serve its intended benefit unless it's made available to the public. I plan to continue refining and testing on the prototype, and hopefully find a developer who can bring the app to the users. Contact me if you are an app developer interested in bringing this prototype to life!
To read a detailed summary of the design and development process, please browse through the slideshow below.
My Role
My Role
The key aspects of the research and design I participated in are as follows:
Initial Concept
Design Challenge
Competitive Analysis
Influencer Matrix
Interview Planning (collaborative) and Note-Taking
Persona and Journey Map Visual Templates
"Helpful Helen" Persona
"Motherly Maria," "Resilient Robert," and "Helpful Helen" Journey Maps
User Flow (collaborative)
Wireframes (collaborative)
Style Guide
Logo Design
Prototyping
Usability Testing: Note-Taking
Project Timeline: December 2023 to April 2024
Project Timeline: December 2023 to April 2024
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