Kinship- developing digtial hub for carers
From discovery to alpha - create a new digital hub which will offer kinship care families.
Year
2020-2021
Client
Kinship UK
Team
My role
Define key opportunities and deliver concept from Discovery to Alpha
Conducted user and stakeholder interviews and synthesis, analyzing qualitative and quantitative data
Identify opportunities and key challenges by scoping product vision, mapping hypotheses
Create low-fidelity prototypes for potential solutions with another UX designer and developer.
Problem
How can we create a hub that provides kinship carers with instant support?
Kinship care begins in crisis. Kinship carers start to take a child from their parents who can't be responsible for them. The charity wants carers to be recognised, valued and supported.
Goals and objectives
The aims is will help them to find the information and expert guidance at any point in their journey, they can get help with grants and allowances, also connect kinship carers for peer support.
Problem Definition
Destructuring all the data from research methods
We conducted 20 Kinship carer and 7 stakeholder interviews,
and our survey gathered feedback from over 50 users.
Synthesising gather the insights from user collect the key learnings in discussion guide and collect the key learnings to became the user journey, there are main information we are tackling:
What were their thoughts and experiences in different stages?
What were the support / advices / informations the user needs?
What were the service touchpoints?
What are their preferable channels?
Challenge
Scoping user needs in discovery
Discovery scope was too big and difficult to navigate, narrow down from synthesis.
Integrate the user’s complex touchpoints across the website, social service to legal process.
Summarise the synthesis, Identify where are prioritised needs and test these hypothesis in Alpha.
Outcome
Summarise the focus of the digital product
The ongoing challenges of being a carer, these are broken down into:
Further Crises e.g. a bad family contact
Specific Needs e.g. applying for funding or a dyslexia assessment
Long Team Needs e.g. parenting a child with attachment issues
Personal Needs e.g. marriage counselling or emotional support
Giving Back e.g. becoming a volunteer or giving advice to other carers
How to design solution
Selected hypotheses through refinement and prioritization
Align product vision and co-ideate with the client some ideas and direction
Exploring the different hypothesis with the clients and use the matrix to prioritize:
Impact - How impactful will this idea be for a Kinship carer during the crisis in the beginning?
Effort - How much effort do we think the idea would be? how feasible to create idea in shore time?
Testability - Is this a hypothesis we can test very cheaply and easily?
Outcome
Visualise the hypothesis to final product proposal
A personalised guide - will make it easier for carers to have access to information or advice for their specific scenario because a new carer will not know what information they need and what are their rights
Live Chat - Providing a live 1:1 chat feature will help Kinship carers get support ASAP because they can ask a question directly
My learning
Work on product development from 0-1 in discovery to alpha phase
Build up the trust and communication with client
Streamline and create multiple approaches to work closely with client.
Regular check-ins and update
Align ways of working with client, had different pace with charity sector.
Transparency and sharing in both side
Learn to build up trust with client in remote working environments.
