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Service/UX Design Case Study

Caring Transitions

Empowering Young People in Care

Introduction

This case study explores the design of a service intervention aimed at improving the experience of young people transitioning out of the UK care system. The project, "Caring Transitions," focuses on empowering young people by fostering positive relationships with social workers and the care system as a whole.

Keywords: transition, young people, relationships, empowerment, social worker

Research Approach

  • Qualitative Methods:

    • Interviews with young people who were formerly in care.

    • Observations of interactions within the care system.

    • Analysis of existing research and case studies (CELCIS).

  • Design Justice Principles:

    • Centering unheard voices (young people in care).

    • Collaborative and equitable design.

    • Addressing inequalities within the care system.

  • Ethical Considerations:

    • Informed consent and confidentiality.

    • Avoiding exploitation and harm.

    • Respectful and sensitive communication.

The Challenges

  • Powerlessness: Young people felt they had little control over their lives within the care system.

  • Dehumanization: The system was perceived as impersonal and isolating.

  • Broken Relationships: Negative experiences with social workers led to a lack of trust.

  • Unmet Needs: Transitioning young people required more support for education, housing, employment, and mental health.

Persona Building

​​We developed a persona, "The Quarantined," to represent a young person experiencing feelings of isolation and powerlessness within the care system. This persona helped us understand their needs, motivations, and challenges.

Process Mapping and Journey Mapping

  • We mapped the care system's processes to identify critical transition points with the highest potential for improvement.

  • User journey maps visualized the experience of young people navigating the care system, highlighting pain points and opportunities.

Group 154.png

Co-creation and Design Solutions:

"We Are Together" is a service proposal with three components aimed at addressing the identified challenges: 

  • Support Groups:

    • Provide a safe space for young people to connect, share experiences, and receive support.

    • Empower young people to voice their concerns and build a sense of community.

    • Reduce the burden on social workers by facilitating group interactions.

  • Documentation Platform:

    • Streamline record-keeping and information sharing between social workers and young people.

    • Ensure a smooth transition between social workers by providing a centralized knowledge base.

    • Facilitate better care planning and address individual needs more effectively.

  • Oversight Committee:

    • Introduce a committee with diverse perspectives to monitor the care system and advocate for young people's rights.

    • Promote a sense of empowerment and ensure fair treatment by including a representative with firsthand care experience.

    • Create a channel for young people to report concerns and access support.

Outcomes

Impact:

  • Improved relationships between young people and social workers.

  • Increased sense of empowerment and control for young people transitioning out of care.

  • Enhanced service delivery within the care system through collaboration and information sharing.

 

 

Caring Transitions demonstrates the power of user-centered design and co-creation in addressing complex social issues. By prioritizing the needs of young people in care and fostering collaboration within the system, this project aims to create a more supportive and empowering environment for all stakeholders.

Responsibilities

Desk Research

Understanding & Sense Making 

Data Synthesis

Analysis

Dates

January 2023 - May 2023​

Digital Tools Used

Miro

Figma

Adobe Illustrator

Service Tools Used

Affinity Mapping

Persona Building

Journey Mapping

Process Mapping

Service Blueprint

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