Request Support Service
A service set up during the coronavirus pandemic to support local organisations and community groups to respond, by matching needs with resources locally, regionally and nationally.
As part of a small design team (service designer, user research, information managers and a delivery manager) we carried out user research with vulnerable individuals, mutual aid groups and community organisations. Based on our findings, we discovered those most in need were organisations already providing support to individuals, as individuals already had established support networks. We developed a staff service manual for over 200 members operating in the service and remotely onboarded more than 40 new starters, across the UK.
The service was co-designed with 11 partner organisations who form the Voluntary and Community Emergencies Partnership (VCSEP).
