The process was constituted by a range of different research and design methods and tools, all aiming to inform the process and the final solution. The process was rooted in design thinking and the double diamond model – moving from disvovering and defining the core problem, to developing and delivering a final solution.
Observations were conducted primarily in the beginning of the project; this helped us get a sense of the people and the context we worked within and for. We sought to approach the context with an open mindset, to get a feeling of the Brixton culture, and what it may feel like to be a young person within this area.
A range of people were interviewed throughout the project; representing different stakeholders - from client representatives to direct and indirect users. The interviews varied from being very spontaneous and informal, to semi-structured and planned in advance. We tried to meet all interview participants with an open and patient approach, to make them feel comfortable around sharing their perspectives and views.
»Since 1990 I can’t count all the kids that have been killed [...] They have created another world.«
We conducted two co-discovery activities with our users to gain deeper insights into their desires, needs, and pains. This allowed for participants to express themselves in creative ways and allowed us to surface vital insights that may not reveal themselves in traditional interviewing methods.
There is a gap between expectations and the intentions of the YLC. We found that YLC needs to be more vocal, and act more conscious especially when delivering bad news about e.g. closing of playgrounds in the area. Additionally, there is a lack of collaboration with key community influencers and activists which could be of potential future value for several stakeholders.
There is a gap between planned and actual community engagement. This issue is closely linked with a missing proof of action from the YLC; a lack of safety within the Brixton Area; and the general lack of diversity in public organisations and commision boards. Additionally, the consultations often take place in places not always easy accessible nor safe for young people.
We found that the presentations by applying organisations to commissioners are not a true reflection of the actual services offered. Furtheremore, some organisations do not understand the YLC structure, and feel there is a lack of transparency about intricacies in the decision making process.
To get funding and support from the YLC, each organisation, service provider or individual has to sign up and apply for funding. We found out, that the application process is painful and a lot of the service providers failed in early stages. The main reason was that it is too much effort and they feel that the application does not represent their actual services.
»It takes time to build relationships with other organisations.«
– Likes to be proactive & take ownership
– Strong emotional connection to kids and locality
– Lack of trust in the YLC
– Complexity / Tone of the application process
– Feeling of competition with the YLC
– Lack of continuity
Our objective was to strengthen the overall community feeling with and between service providers in Lambeth to have a more inclusive system where all organizations belong - whether they are being funded or not. The aim was to open more channels for value to be provided other than just funding.
Once we had identified our opportunity, we were then faced with the task of transforming that opportunity, using all the information we had gathered in our research, into a suitable service solution. We used various methods such as brainstorming, clustering, sketching and roleplaying, as well as co-designing, to come up with several service solutions.
The aim of our co-design session was to figure out what content engaged the people of Brixton, what channels they found most effective, and with whom did they share information with. Our team prepared a board of cards with three categories - people, topics, and media - for our participants.
The aim of this co-design session was to take users through the journey of our platform to see what types of planning activities were necessary when planning an event and discover what they might want to see on our platform. We designed a rough prototype of a few screens to take users through planning an event, leaving room for users to add their own content.
The online platform gives an overview about current events and projects of the local community in Brixton. Each event/project has its own site where people can see what kind of support is needed and where they get an overview about updates and news.
A prototype was created with Marvel to show the user flow of the website:
This solution seeks to create value for non-funded organizations, and create a sense of belonging in the community. We want to sustain an ongoing relationship between service providers and YLC, where funding is not the only channel of communication and language between the two.