Social service design

TEJO offers low-threshold, therapeutic counselling in Flanders to young people between 10 and 20 years old, short-term, immediate, anonymous, and free of charge. Services are provided by professional therapists voluntarily.

Because of a lack of staffing and long waiting lists in official entities, TEJO couldn’t’ help if one of their youth expressed a need for safe nightly accommodation. Some volunteers got together and wanted to put up a service to offer a guided shelter for youth who find themselves in an acute but semi-heavy crisis and don’t have the possibility/want to go back home because of it. They wanted guidance with getting their big tank of ideas towards a concrete idea and service concept.

Approach

Namahn guided the team towards a concrete service concept with a clear mission and vision, a straightforward user journey, the connected stakeholders mapped and an overview of jobs to be done to get the service off the ground.

Interviews were done with some principal stakeholders. Afterwards, two workshops were organised. The first is mapping the current situation and the issue using systemic design tools as guidance. The second workshop aimed to land on a clear user journey and a well-formulated and specific service concept.

To synthesise the whole process, two posters were made, one to give an overview of the perspective, mission, vision and structure of the service in its system. The second showed the customer journey, the different stakeholders connected and the following steps.

Result

To synthesise the whole process, two posters were made, one to give an overview of the perspective, mission, vision and structure of the service in its system. The second showed the customer journey, the different stakeholders connected, and the following steps, represented in a way to get a better understanding of the actions that need to be taken, considering whom to involve on each step of the journey.