Humanising digital to give personalised advice to people struggling with housing
Humanising digital to give personalised advice to people struggling with housing

Over the last three years, we have been busy working on various areas to improve our services. The number of people that need our help keeps dramatically increasing, so we streamlined the digital experience for people that want to access our services – and redefined what counted as an emergency, so we can answer more urgent calls.

Now, we want to expand our digital offer so that we can help more of the people whose situation is not … Read more

Creating focus using design sprints at Shelter
Creating focus using design sprints at Shelter

At Shelter, we fight for people’s right to a safe home. This could mean us providing legal representation against someone’s eviction in court, providing one-to-one advice via our helpline or hubs, or lobbying the government against estate agent fees, which we successfully managed to ban last summer ✊🏽.

UX time is shared across all parts of Shelter, whether that be campaigns, services, or fundraising, each with different priorities and deadlines. This means it can sometimes be quite hard to balance … Read more

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 redesign has been a challenging – yet useful – project that has helped us move closer to this goal. 

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