Reshaping our Local Advice Services offering
Reshaping our Local Advice Services offering

As we described in a previous post, a key finding of our initial design research was the lack of clarity around Shelter’s service offering. One of our aims is to simplify the experience for users seeking help from Shelter. The Local Services project has been a challenging – yet useful – project that has helped move us closer to this goal. 

Last year we were asked to look at the part of our website dedicated to displaying … Read more

How we got our advisers to answer more emergency helpline calls
How we got our advisers to answer more emergency helpline calls

As a service delivery organisation, we face constant demand pressure on our already overstretched services. This isn’t going to change any time soon   so it’s essential we optimise and improve the way our clients engage with our services.  

Previously, we talked about redefining what ‘urgency’ means to different people, and how it could impact their experience of using our housing helpline service. We introduced our emergency helpline number, which gives service users the option to decide how important their … Read more

How we improved our helpline to reach more people in urgent need
How we improved our helpline to reach more people in urgent need

The housing enquiries people come to us with vary from minor landlord disputes, to homeless families facing a night on the streets. That’s why we decided to examine how we could make sure our housing advisers help callers to our helpline who are in the most urgent need.  

This also gave us the opportunity to see how we could improve our self-help services – like our advice webpages – for users who don’t necessarily need to speak to an expert … Read more

Streamlining advice journeys
Streamlining advice journeys

Following a review of our services back in 2017, we began to think about why and how people access our help. We were keen to understand if there was anything we could do to improve the way our website users find the help they need.

We started by looking at the in-depth analysis produced by our researchers, and tried to pinpoint some trends. We also considered the expectations our website users would have for the kind of services we provide, … Read more

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