Using service design to help the people who need housing advice the most
Using service design to help the people who need housing advice the most

As the first service designer here at Shelter, it’s been vital for me to prove the value of service design throughout our work. I’ve had the opportunity to deliver a significant step forward in the quality and quantity of advice we provide to thousands of people each day, so thought I’d share how this all came about.

Our national helpline is open 365 days a year, offering expert advice to anyone struggling with housing and homelessness-related issues. In 2016/17, our … Read more