Role:Service design intern
Duration:3 months
Team Size:University group project (4 designers)
Skills:UX Research, Service design
Output:As Is & To Be blueprints & user journey
ROI:Increase student satisfaction: 64%
Summary/Context
At The Winch, in partnership with Camden Council, we embarked on a service design project focusing on understanding and improving school-based support processes. Our strategic initiative aimed to identify critical gaps in current school support systems and develop innovative solutions to address community needs.
Challenge/Problem Statement
- Understanding the complex ecosystem of school support in Camden
- Identifying systemic gaps in current support mechanisms
- Developing comprehensive insights into student and school needs
- Creating actionable recommendations for The Winch and Camden Council
- Bridging communication between educational institutions and support services
Project phases
1
Discovery
2
Delivery
A focused six-week research initiative employing interviews, observations, and workshops with school staff, students, and community support workers. Our systematic approach mapped existing support processes and uncovered critical insights into educational support challenges.
Outputs: Stakeholder journey maps; process flow analysis; problem statement insights and support intervention frameworks.
Transformed research into strategic recommendations, developing innovative solutions to address support gaps and enhance communication within school support systems.
Outputs: Research report; stakeholder journey maps; intervention recommendations and service design framework.
Project take aways
- Bridging Service Manager-Technician Gap: Successfully created a unified platform that serves both service managers and technicians, eliminating communication barriers and enabling seamless collaboration across technical and strategic functions.
- Single Dashboard Versatility: Demonstrated that one well-designed dashboard with multiple filtering capabilities can make complex data management both easier and intuitive, eliminating the need for separate tools and interfaces.
- Strategic KPI Implementation: Defined KPIs prominently displayed on the first line of each card serve as executive summaries, keeping service managers informed about overall portfolio and asset performance while immediately highlighting critical alerts.
- Enhanced Work Prioritisation: Enabled service managers to efficiently prioritise their workload, plan resource allocation, and tackle alerts systematically through clear visual hierarchy and actionable data presentation.
- Data-Driven Decision Making: Transformed how renewable energy teams collaborate by converting technical complexity into strategic insights that drive informed decision-making across all organisational levels.