Service Design
LEAP

A self-help kiosk where survivors check in daily or weekly based on their needs in the women’s shelter to support them with financial, legal, and emotional needs.

Course
IxD Foundation Studio
Group Project
Duration
4 weeks
Teammates
Ruchira Biswas
Kirtana Kannan
My Contribution
Case Study
Brand Visualization
Prototype
Problem

California has been facing challenges in providing sufficient support and resources for survivors. In 2019, 81% of shelters served 5,644 women only. A study of 3400 shelters shows 84% of women need help with finances and affordable legal aid. 20%-60% of intimate partner violence victims lose jobs due to abuse. While survivors face complex legal proceedings, across the US only 11% offer legal representation. Navigating these stressful legal or financial situations while suffering from mental health issues becomes difficult without organized structure or external help.

Goals

  • Offer a user-friendly self-check-in kiosk, facilitating individuals in making well-informed decisions concerning their financial, legal, and emotional needs with minimal external assistance

  • Instill hope for the future while residing in the shelter and foster self-confidence for the victims

  • Promote awareness of these issues, outline potential next steps, and emphasize the optimal ways in which we can offer support

Audience
Women who are facing domestic violence and seeking shelter and legal help
Solutions

  • Offer a user-friendly self-check-in kiosk, facilitating individuals in making well-informed decisions concerning their financial, legal, and emotional needs with minimal external assistance

  • Instill hope for the future while residing in the shelter and foster self-confidence for the victims

  • Promote awareness of these issues, outline potential next steps, and emphasize the optimal ways in which we can offer support

Methodology
Desk Research
Desk
Research
Trauma-informed
Heuristic Evaluation
Trauma-informed Heuristic Evaluation
Expert & Survivor Interviews
Expert & Survivor
Interviews
Contextual Inquiry
Contextual
Inquiry
User Journey Map
Wireframing
High-fidelity Prototype
High-fidelity
Prototype
DESIGN PROCESS
Desk Research
Interviews
Analyse
Ideation
Wireframe
Iteration
Prototype
Research
01
DV Shelter
02
Interviews
03
Key Takeways
Directions to Decisions
01
Exploration A

Digital Kiosk to identify warning signs of abuse inside public women’s restroom unit

02
Exploration B

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

03
Validation from tests

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

04
Final decision

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

01
Exploration A

Digital Kiosk to identify warning signs of abuse inside public women’s restroom unit

02
Exploration B

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

03
Validation

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

04
Final decision

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

01
Exploration A

Digital Kiosk to identify warning signs of abuse inside public women’s restroom unit

02
Exploration B

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

03
Validation

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

04
Final decision

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

01
Exploration A

Digital Kiosk to identify warning signs of abuse inside public women’s restroom unit

02
Exploration B

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

03
Validation

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

04
Final decision

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

01
Exploration A

Digital Kiosk to identify warning signs of abuse inside public women’s restroom unit

02
Exploration B

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

03
Validation

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

04
Final decision

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

Why We Chose Exploration 2?
Why We Chose Exploration 2?
Why We Chose Exploration 2?
Why We Chose Exploration 2?
Why We Chose Exploration 2?
Design Process
01
User Journey Map
02
Trauma-informed Design Key Principles
03
Design System
04
Prototype Demo
Future Explorations

  • In the future, we would focus on the financial and emotional resources screens and research and design the complete flow.

  • We would like to get feedback from some of the experts we reached out to and make changes to our existing screens accordingly.

  • Accommodating ways to help survivors mentally instantly by creating a feature for "quick, guided relaxation techniques".

  • We can develop ways for users to safely share resources like a disguised email for example.

  • We can research on other physical and digital touchpoints where this solution can be incorporated to reach out bigger set of women.

  • We would also explore how to reinvent the solution from the lens of identification of abuse and place it in public spaces like women's restrooms, which can help with the potential domestic violence victims and raise the public awareness.