The Process
Conversations around card-sorting
I initially did card sorts with a handful of our users focusing on resources and how they thought they fit togeteher. After learning about their mental models, I dove a bit deeper with a couple users, and discovered what I came to know as the 2 cycles of homelessness.
Learning about the cycle of homelessness
The first cycle, where the experience of homelessness began for many of our users, consisted of a lot of confusion and fear. Once they had their footing, I discovered that they could be found looking for shelters every night while on waiting liss for a bed for 90 days. If they were lucky enough to land a bed in one of these much sought-after residences, they might have enough time to get themselves together, start looking for work, and find resources to help them get back on their feet.>/h5>
Journey-Mapping the Cycle(s)
I organized and set up a team to help record answers to questions about what are users were doing, what they were thinking and feeling, what they were seeing and hearning, and what their needs and goals were at specific points in this journey of theirs.