2. 2
Housing & support for our youth that are experiencing homelessness in Victoria
the scene the personas key component journeys
The product is Points that are tradeable for
meaningful rewards, such as housing, food, data
packs, and utility bills.
Players, community providers and suppliers can engage with
the Game of Homes via app or web interface. Players will be
aged between 16 – 25 and “at risk” of homelessness (i.e.
eligible individuals).
Points are earned by:
• Players answering questions;
• Players participating in various skill-based opportunities (e.g.
sports, the arts, science and technology, personal finances
etc);
• Players participating in learning-based opportunities
(education in bite size bits – breaking down curriculums);
• Players filling in short surveys about how they feel before
and after participating in an opportunity - the data obtained
from these surveys would allow insights to be gained from
which we could tailor conventional and non-conventional
ways of providing mental health support (i.e. counselling and
fun, group-based opportunities, respectively); and
• Community Providers sending messages of support or follow
up to the Players (which encourages and rewards the Player
for building positive relationships).
Points can be accumulated at varying rates, depending on the
stage of the game and type of behaviour learned via
engagement with the game.
The GoH network aims to improve the mental health and
employability of youth at risk of homelessness by providing a
safe, fun and engaging environment that teaches autonomy and
self-sufficiency. GoH is designed to promote connectedness and
inter-dependence and is based on the concept of having a local
community groups and suppliers support its youth at risk.
Karlhas just turned 18 and has had
to move out of his foster care home,
the tenth in his lifetime.
Karl would be a “Player” of the game.
Karl registers for GoH
Karl starts playing and earning points
Karl trades in his points for items of meaning to him
Karl uses his game history as resume and/or
emotional/physical health history
Al registers his AFL club as a GoH community provider
Al logs an opportunity/ies
Al provides the opportunity and, once complete,
verifies Karl’s participation
Al can track Karl’s progress and send support
messages to Karl
John agrees, on behalf of Coles, to be a GoH supplier
Coles, or its customers, choose a % of profits, or
premium, to pay when shopping
Coles pushes a QR code to Karl’s phone when Karl is
ready to trade in some points
Karl purchases $50 worth of groceries and scans the
QR code at the Coles checkout
Disclaimer: this example is meant to illustrate the use of customer experience visualisation and is not meant to be a complete analysis of the GoH network of systems.
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Al is the coach of a suburban AFL team. He
wants to know how his sporting team can provide
opportunities for young kids that may not be able
to participate in sport.
Al’s football club is representative of a community
group that could provide free opportunities for
“Players”, and would be a “Community Provider”.
Al’s club is closely associated with the Carlton
AFL team and has managed to get Chris
Judd to volunteer to spend 3 hours in a
training session with Karl as a “Top Reward” if
Karl participates in 3 more training sessions, and
shows improvement.
John is the Head of Corporate
Affairs/Marketing/CSR. Coles are a big supporter of
homelessness initiatives and want to help.
As an initiative to increase customer loyalty, Coles
subtracts 0.01% of profits from every transaction (or
adds a premium to certain products – it could be
different each day/week/month). The money raised
would fund the monetised value of the points traded,
for example $50 worth of groceries.
Coles is representative of the “Suppliers” that could
provide valuable goods and services in exchange for
points, to the value funded by their customers.
3. 3
Karl has just turned18, and was
forced to leave his State care
arrangements.
Legislatively, there is no obligation on the
State or Federal Government to provide
for Karl after he is 18. He was living with a
foster family (his tenth family in his
lifetime); however, without funding the
foster family was no longer able to
continue to support Karl, and Karl wanted
to move back with his mum.
Karl was born into homelessness, by a
teenage mother with a history of
substance abuse and violence. Karl was
put into State care at the age of 3.
Karl could not afford a rental bond after
his mum kicked him out and without
knowing who to speak to about housing
options or who to ask for financial aid, his
only access to housing was to become
homeless. To date, Karl has been able to
sleep on friends’ couches but he doesn’t
know how much longer this can last.
Overview of Karl’s journeys playing the Game of Homes
21
Register for
GoH
Start playing
and earning
points
Trade in points Use game
history as
resume/health
history
Personal
Case worker
Community groups
Suppliers
Future employers
Social infrastructure capital /
bonds (use of data to
determine where dollar
investment will have most
impact) / Policy development
3Karl’s journeys:
This is an example of the four journeys that form Karl’s overall
experience in playing the Game of Homes.
4
4. 4
Karl’s journeys
Register for GoH, Start playing and earning points, trade in points
Or, Berry St Institute identifies Karl
as a Player that could use the help
of the app, shows Karl how the app
works and offers Karl a unique code
which allows him to complete the
download from iTunes
Karl has always
wanted to learn more
about the AFL teams
but the websites had
always felt
overwhelming for
him, he never had
enough data available
to surf the web, and it
had always seemed
like a waste of time
because he was never
able to fit in with a
group of friends that
he could chat about
AFL
The app pushes a
prompt through that
asks Karl if he has
completed the
opportunity. Once
Karl says “yes”, a
verification request is
pushed to the
Community Provider.
Once the Community
Provider verifies that
Karl has completed
the opportunity Karl
gets the bonus points
For example, once
Karl “trades in” the
points, Coles could
either push a QR
inventory code to
Karl’s phone, or send
him a voucher
(similar to how
Flybuys points are
claimed).
Insights from Karl’s
responses can be
pushed to Karl’s case
worker to tailor
“intangible rewards”
that could be built
into the GoH. Case
worker could draw on
existing partnerships
between their
organisation and
others (e.g. case
worker is from
HomeGround with
existing p’ship with
Reach). Intangible
rewards could range
from 1day activities
to a 3 day camp with
Reach.
5. 5
Karl’s journey 2 Start playing and earning points
Trade in points
Earning and trading in points
Task
Earn BASIC points Earn BONUS points Trading points for REWARDS
Scenario For each question that Karl answers, he earns 1
point. After selecting “the teams” at stage 3c, but
before the next question, Karl is asked whether he
would like to explore AFL opportunities at this point,
or continue to learn more. If Karl clicks “No”, further
1-point questions can be earned.
Karl clicks “yes” after Stage 3c. Stage 4a will display
2-3 unlocked opportunities and 2-3 locked
opportunities. Karl will earn BONUS points for
participating in an unlocked opportunity. Whilst points
can be traded in, Karl’s accumulated points history
will be determinative in releasing locked opportunities.
A function of the app/web interface will be a “newsfeed” of sorts, which would operate in a similar
way to Gumtree. Karl could select a location (if different to the location in his profile settings) to
then view the goods and services available and the amount of points required to claim those goods
and services. However, for suppliers such as Coles and Telstra (that have multiple store fronts),
goods required could be purchased via QR inventory codes automatically pushed to Karl’s phone.
Questions
Artefact
Use case
Wireframe
User spec
Related project
1a. What would
you like to learn
about today?
2a. Which sport
most interests
you?
2b. Select
options: AFL,
soccer, hockey
etc
2c. Selected
“AFL”
3a. What would
you like to learn
about AFL?
3b. Select
options: the
rules, the
teams, history
3c. Selected
“the teams”
4a. List of unlocked
& locked opps in
your area
5a. Karl
participates in
opp
6a. Would you
like to record
how you’re
feeling after
this opp? (Y/N)
7a. Karl would
like to
undertake
driving lessons.
8a. Karl needs
to pay his
electricity bill
with Origin
8b. Conducts
search for
“Origin
electricity”
7b. Conducts a
search for
“driving
lessons”
Location, time and
contact details are
pushed to Karl,
including transport
details. 1hr before pick
up, Karl has to confirm
he can still participate
(for RM/liability
purposes).
Note that some
“Suppliers” may wish
to provide valuable
opps as Bonus point
opps rather than
having to trade in
points
3
START
PLAY
Level 1
1b. Select
options: Sport,
Science, Health,
Business etc
1c. Selected
“Sport”
App collates info for
nearly teams and
opportunities that
have been logged by
community providers
and suppliers.
Research sources for
options: school,
TAFE, university
subject areas. Could
leverage from
“Sortli” app
4b. Select unlocked
opp: train w/
team, sit with
coach during game
4c. Selected “train
w/ team”
Level 2
Level 3
As Karl accumulates a points
history/record, more valuable
opps will be unlocked.
Players earn points from subject
they are interest in, so they get
used to earning points. Then,
slowly introduce more difficult
topics.
As Karl accumulates a points
history/record, more valuable
opps will be unlocked.
Players earn points from subject
they are interest in, so they get
used to earning points. Then,
slowly introduce more difficult
topics.
5b. Have you
completed your
opp? (Yes / No)
5c. Selected
“Yes”.
Push notification
sent to community
provider, Al, to
verify participation.
Upon verification
from Al, Karl gets
the bonus points.
6b. Selected
“Yes” – back to
basic points
format of Q’s.
7c. Results
displayed OR
alternative
results
displayed
9a. Karl needs food
for the week and
know 50 pts = $25
at Coles
9b. Karl trades his
points, gets a QR
code, shops at
Coles, then scans
the QR inventory
code.7c. Results
displayed OR
details of other
electricity co’s
involved in GoH
(if Origin is not)
Coles (or GoH) analyses
data to see what
groceries are purchased.
Further opps could be
pushed to Karl based on
his food choices.
If Alsends a
support
message to
Karl, Karl gets
bonus points
for
“developing a
relationship”
