Case Study- Francis& Son

Innovation is neither about novelty nor invention. It is about adopting the context. At Lenses for Innovation Lab we understand that, being homeless– temporary or permanently – is influenced by many different factors. Inorder to optimize the best outcome, humanitarian organizations, gover-nments need to see a full picture of the individual’s life.

To build a system of care around people who are on the move, we have to uncover valuable insights into all of their determines of life. By taking our holistic approach we can deliver effective, efficient services and more indi-vidualized help and care that improve better understanding of needs, out-comes, lower costs and drive to better solution to people who are on the move.

Various care provider stakeholders and policymakers have an urgent needto find solutions and take control. They have to meet with challenges theynever faced and they have to seek new outcome based service and solu-tion models that have more sustainable outcome for individuals. What they need is a holistic approach which is person centered and can reduceeconomic burden of care while delivering quality outcomes.

Francis& Son Ltd. People on the Move Project. 2015. All rights reserved.

Define the challenge

Emergency

Protracted

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How we could help people while

they are on the move?

In what ways wemight be able to

help?

How can we findtwo-way approachto communicate

with refugees?

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Francis& Son Ltd. People on the Move Project. 2015. All rights reserved. 4

The challenge

Discoverinsight into the problem

Definethe area to focus upon

Developpotential solutions

DesignBrief

Deliversolutions that work

Problem Solution

What is Design?The approach to human-centered design is a systematic application of relevant information about human capabilities, limitations, characteristics, behavior and motivations to the design of systems, products people are use and in the environments in which they use them.

ProblemDefinition


Sampling of method combinations for this project

DefinePeople and systems

Stakeholder mapping

Importance / difficulty matrix

Persona profiling

Rose, Thorn, Bud

DevelopConcept ideation

Creative matrix

Storyboarding

Prototyping

Concept poster

DiscoverObserving human needs

Statement starter

Interviewing

Abstraction laddering

Bull’s Eye diagramming

Our design method

Design, is in essence, a cross functional process; its integrates constraints from various sources. Our process involves a scientific investigation to discover relevant information about humans and their responses.

There are many ways to learn from users, customers including interviews, learning from people’s self documentation, group interviews and learning from peers observing peers.


Innovation is not about novelty or invention. Its about adopting

the context.

In our structuredinnovation process we

transforming the existing situation, solutions into

a preferred one.


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1. Emergency Phase

– in which alternative resources may be availableacross humanitarian sectors:

- water, food- sanitation, health- shelters

2. Protracted Phase

– in which innovation may provide wayto move beyond encampment

We would separate the situation into two different phase:

Various professional care stakeholders and policymakers have an urgent need to bring the influx of refugees under some sort of control. One of the most important challenges in the refugee environment, especially in the emer-gency phase is simply to find out or to know who the person in front of usis, and what are his or her needs.With our research we were also focusing on communication tools, devices which are already in use by refugees. We were interested how do they com-municate with each other and where and how they get their information from.We noticed that 99% of the people have a smartphone. Taking on this, we recommend a solution which could reduce time when multitudes of paperrecords used and reentered to the system.

One of our proposed solution, is a flexible mobile tracking system which will innovate the registration process and help collect, transfer, shareand analyze data more effectively.

People centered support

Identify solutions


All people without a roof above their heads face similar problems, no matter how we call them homeless or refugees. They donot have enough and relevant information or social capital which could help them through their problems (be it an existing or anemerging problem).

The main task of the management of homelessness is to trace the homeless, provide care for them and to help them gain new skills to be able to live an independent life (rehabilitation). In the current immigration crisis we can observe the tasks ofcaring for homeless people, which can be divided as follows:

Refine solutions


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Emergency Phase

Smart Citizen Website – social media based website to foster collaboration between organizations, volunteers,local citizens and professionals

Smartphone App – communication platform for Refugees. Through a dedicated app care professionalscan send brief updates, news, issues about their move.

Life pack – travel kit for people to help prevent disease, improve hygiene

Pocket Guide – pocket guidance for refugees to Europe. What to expect.

Protracted Phase

Public Awareness Brochures – Downloadable PDF’s from Smart Citizen website to improve communication between local citizens and people on the move

Pack’n’Play – modular packaging for education and play

Kids2Code – volunteer- led coding workshops for Kids in refugee camps


Summary - solutions


We recommend a set of solutions rather than a concrete product which enables care professionals to create and manage optimaloutcome plans for individual care. These solutions are based on the care system which is provided for homeless people.

We design and develop a fully scalable care plan that meets individual basic needs. With our suggestions we would like to put people at the center of our solution and foster collaboration between citizens, migrants, care professionals, humanitarianorganizations and governments. To respond effectively to these problems we have to provide a set of appropriate tools to socialworkers, care professionals, both expert and volunteers to collaborate more effectively.

These solutions are help to create a person centric, holistic view that helps people to whom we wish to support other people’s complex needs.


Summary


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We design and develop

an innovation processthat is based on people

needs, and preferences. Ourprocess is focus on human begins and their interactions withproducts, equipment, facilities, pro-cedures and environments usedin work and everyday living. The emphasis on human begins

and how design of things influences people.

We believe real success, thekind that exist in multiple levels is impossible without building great relationship. Real successis impossible unless you treat other people with kindness,

regard and respect.


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We keep 4 important aspects in mind when we design a solution

About us


We are a design consultancy and our objective is to help companies to design smart products, services or experiences.We help organizations to learn and apply the discipline of Human Centered Design to

create new value and drive sustainable growth.

Learn more at francisandson.co.uk or lensesforinnovation.com

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Appendix: Concept PosterPeople centered support

To find out more and see the Concept Posters in full size, please follow this link: http://bit.ly/1j0zTXT


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Case Study- Francis& Son

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