7. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Test, implement, and evaluate new tools and
programs to help homeless New Yorkers find
permanent housing.
Phase 1 aimed to identify and validate areas of
intervention that can improve move-out rates.
PROJECT AIM
8. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
PROOF OF CONCEPT
9. NAVIGATING HOME | NYC DEPARTMENT OF SOCIAL SERVICES | MAY 02, 2019 |@PUBLICPOLICYLAB 9
250+
215
12
HOURS OF RESEARCH,
CO-DESIGN, AND FIELD TESTING
UNIQUE STAFF AND CLIENTS
ENGAGED VIA RESEARCH
AND CO-DESIGN
SHELTER SITES
10. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
ABOUT PPL
REDISTRIBUTING POWER AND AGENCY
DESIGNING SYSTEM-INFORMED INTERVENTIONS
PRACTICING EMOTIONAL DEXTERITY
01
02
03
04
11. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
ABOUT PPL
12. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
First design lab for US government
Non-profit & non-partisan
Focus on poor & at-risk
Design policies and services
ABOUT PPL
13. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
LEGISLATION
MORE EFFECTIVE & EQUITABLE SERVICES
INCREASED ACCESS TO OPPORTUNITY
INCREASED WELL-BEING
RULES & REGULATIONS
PROTOCOLS
TOOLS & MATERIALS
IMPACT
LONG-TERM OUTCOMES
SHORT-TERM OUTCOMES
OUTPUTS
ELECTEDS
POLICY-MAKERS
OPERATIONAL MANAGERS
FRONTLINE STAFF
MEMBERS OF PUBLIC
PROJECT INFLUENCE
THEORY
OF CHANGE
14. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
User-Centered
Adapted from Stickdorn, M., & Schneider, J. (2011). This is service design thinking: basics, tools, cases. Hoboken, N.J: Wiley.
Co-Creative
Visual & Iterative
Time-Based
Holistic
APPROACH
15. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
WHERE WE WORK
16. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
SUBHEAD
1. REDISTRIBUTING
POWER & AGENCY
17. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
LEGISLATION
MORE EFFECTIVE & EQUITABLE SERVICES
INCREASED ACCESS TO OPPORTUNITY
INCREASED WELL-BEING
RULES & REGULATIONS
PROTOCOLS
TOOLS & MATERIALS
ELECTEDS
POLICY-MAKERS
OPERATIONAL MANAGERS
FRONTLINE STAFF
MEMBERS OF PUBLIC
18. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
LEGISLATION
RULES & REGULATIONS
PROTOCOLS
TOOLS & MATERIALS
ELECTEDS
POLICY-MAKERS
OPERATIONAL MANAGERS
FRONTLINE STAFF
MEMBERS OF PUBLIC
WORKING WITH CLIENTS
19. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
WORKING WITH
CLIENTS
Partnership
System immersions
Pin-ups
Reporting
20. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
REPORTING ARTIFACT FRONTLINE PROVIDER ACTIONS
INTERVENTION AREAS
CLIENT / AGENCY ACTIONS
INTERACTION LINES
FRONTLINE PROVIDER ACTIONS
CLIENT / AGENCY ACTIONS
INTERACTION LINES
s training through various channels.
INTERVENTION AREA: TRIAGE
Paths to Housing
Invitation, Materials &
Webinar
Strategic
Questionnaire
GET READY Client is prepared fo
INTERVENTION AREA: THE JOURNEY INTERVENTION AREA: TRIAGE
WORKS AND SAVES
MONEY
APPLIES FOR AND
MAINTAINS PA
GATHERS
DOCUMENTS
Service Journey
Poster
Service Journey
Worksheet
CARES Integration
Evidence-
Service Str
Triage Data Report
21. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
LEGISLATION
RULES & REGULATIONS
PROTOCOLS
TOOLS & MATERIALS
ELECTEDS
POLICY-MAKERS
OPERATIONAL MANAGERS
FRONTLINE STAFF
MEMBERS OF PUBLIC
WORKING WITH
MEMBERS OF THE PUBLIC
22. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
WORKING WITH
MEMBERS
OF THE PUBLIC
Sampling
Research ethics protocol
Co-design
23. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
INFORMED CONSENT
24. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
CO-DESIGN
25. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
CO-DESIGN
26. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
SUBHEAD
2. DESIGNING SYSTEM-
INFORMED INTERVENTIONS
27. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Subsidies
SERVICE
FACTORS
Subsidies
SYSTEMIC
BARRIERS
28. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Motivation
Complexity
3.
Doing everything
right - but no
movement
Motivation
Complexity
1.
The shelter is a
quick pitstop
2.
Could move…
But won’t
Motivation
Complexity
Motivation
Complexity
4.
No move out
in sight
MINDSETS
29. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Motivation
Complexity
3.
Doing everything
right - but no
movement
Motivation
Complexity
1.
The shelter is a
quick pitstop
2.
Could move…
But won’t
Motivation
Complexity
Motivation
Complexity
4.
No move out
in sight
MINDSETS
30. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
SERVICE CONCEPT
31. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
3. PRACTICING
EMOTIONAL DEXTERITY
32. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Accepting limitations
A trauma-informed
approach
CREATING
REFLEXIVE
SPACE
33. DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
THANK YOU
REDISTRIBUTING POWER AND AGENCY
DESIGNING SYSTEM-INFORMED INTERVENTIONS
PRACTICING EMOTIONAL DEXTERITY