Ultimately our human-centred research presented the complexity of people’s experiences with homelessness. From psychological needs to the physical experience in the service space, these interviews gave colour to the core data.
According to Pye, this work allowed LBBD to “reflect on our own processes and how we've designed them. It has helped us reflect on the type of conversations that we are having with our residents when they are most in need. It has helped us reflect on the protocols, the systems, the technology that we have in place to make sure that it is most suitable for those residents who are most in need.”
Behavioural Science Lead Tim Pearse went on to explain the perspective change this project brought to the team; “it’s too easy to look at services and think, ‘oh, it’s really stretched and we haven’t got any more houses, so we’re stuck, right?’ But I think just getting deeper into the issues and what’s driving behaviour, what’s driving demand can help you think more broadly about the types of solutions.”
The team at Barking and Dagenham are dedicated to expanding their methodology and using this project as a blueprint for future works around other challenges such as debt and unemployment.
Looking to the future, Pye underlined that “local government has spent a lot of time designing services only to have defended what they've previously designed, and we've invested a lot of time doing that.”