1.
DESIGNING FOR
SYSTEMS
OF SERVICE
IN NYC
HOMELESS
SHELTERS
NATALIA
RADYWYL
THE PUBLIC
POLICY LAB
RSD8
2019

2.
65,000 in shelters

3.
65,000 in shelters
42,000 families

4.
65,000 in shelters
42,000 families
21,000 children

5.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Test, implement, and evaluate new tools and
programs to help homeless New Yorkers find
permanent housing.
Phase 1 aimed to identify and validate areas of
intervention that can improve move-out rates.
PROJECT AIM

6.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
PROOF OF CONCEPT

7.
NAVIGATING HOME | NYC DEPARTMENT OF SOCIAL SERVICES | MAY 02, 2019 |@PUBLICPOLICYLAB 9
250+
215
12
HOURS OF RESEARCH,
CO-DESIGN, AND FIELD TESTING
UNIQUE STAFF AND CLIENTS
ENGAGED VIA RESEARCH
AND CO-DESIGN
SHELTER SITES

8.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
ABOUT PPL
REDISTRIBUTING POWER AND AGENCY
DESIGNING SYSTEM-INFORMED INTERVENTIONS
PRACTICING EMOTIONAL DEXTERITY
01
02
03
04

9.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
ABOUT PPL

10.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
First design lab for US government
Non-profit & non-partisan
Focus on poor & at-risk
Design policies and services
ABOUT PPL

11.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
LEGISLATION
MORE EFFECTIVE & EQUITABLE SERVICES
INCREASED ACCESS TO OPPORTUNITY
INCREASED WELL-BEING
RULES & REGULATIONS
PROTOCOLS
TOOLS & MATERIALS
IMPACT
LONG-TERM OUTCOMES
SHORT-TERM OUTCOMES
OUTPUTS
ELECTEDS
POLICY-MAKERS
OPERATIONAL MANAGERS
FRONTLINE STAFF
MEMBERS OF PUBLIC
PROJECT INFLUENCE
THEORY
OF CHANGE

12.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
User-Centered
Adapted from Stickdorn, M., & Schneider, J. (2011). This is service design thinking: basics, tools, cases. Hoboken, N.J: Wiley.
Co-Creative
Visual & Iterative
Time-Based
Holistic
APPROACH

13.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
WHERE WE WORK

14.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
SUBHEAD
1. REDISTRIBUTING
POWER & AGENCY

15.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
LEGISLATION
MORE EFFECTIVE & EQUITABLE SERVICES
INCREASED ACCESS TO OPPORTUNITY
INCREASED WELL-BEING
RULES & REGULATIONS
PROTOCOLS
TOOLS & MATERIALS
ELECTEDS
POLICY-MAKERS
OPERATIONAL MANAGERS
FRONTLINE STAFF
MEMBERS OF PUBLIC

16.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
LEGISLATION
RULES & REGULATIONS
PROTOCOLS
TOOLS & MATERIALS
ELECTEDS
POLICY-MAKERS
OPERATIONAL MANAGERS
FRONTLINE STAFF
MEMBERS OF PUBLIC
WORKING WITH CLIENTS

17.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
WORKING WITH
CLIENTS
Partnership
System immersions
Pin-ups
Reporting

18.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
REPORTING ARTIFACT FRONTLINE PROVIDER ACTIONS
INTERVENTION AREAS
CLIENT / AGENCY ACTIONS
INTERACTION LINES
FRONTLINE PROVIDER ACTIONS
CLIENT / AGENCY ACTIONS
INTERACTION LINES
s training through various channels.
INTERVENTION AREA: TRIAGE
Paths to Housing
Invitation, Materials &
Webinar
Strategic
Questionnaire
GET READY Client is prepared fo
INTERVENTION AREA: THE JOURNEY INTERVENTION AREA: TRIAGE
WORKS AND SAVES
MONEY
APPLIES FOR AND
MAINTAINS PA
GATHERS
DOCUMENTS
Service Journey
Poster
Service Journey
Worksheet
CARES Integration
Evidence-
Service Str
Triage Data Report

19.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
LEGISLATION
RULES & REGULATIONS
PROTOCOLS
TOOLS & MATERIALS
ELECTEDS
POLICY-MAKERS
OPERATIONAL MANAGERS
FRONTLINE STAFF
MEMBERS OF PUBLIC
WORKING WITH
MEMBERS OF THE PUBLIC

20.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
WORKING WITH
MEMBERS
OF THE PUBLIC
Sampling
Research ethics protocol
Co-design

21.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
INFORMED CONSENT

22.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
CO-DESIGN

23.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
CO-DESIGN

24.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
SUBHEAD
2. DESIGNING SYSTEM-
INFORMED INTERVENTIONS

25.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Subsidies
SERVICE
FACTORS
Subsidies
SYSTEMIC
BARRIERS

26.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Motivation
Complexity
3.
Doing everything
right - but no
movement
Motivation
Complexity
1.
The shelter is a
quick pitstop
2.
Could move…
But won’t
Motivation
Complexity
Motivation
Complexity
4.
No move out
in sight
MINDSETS

27.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Motivation
Complexity
3.
Doing everything
right - but no
movement
Motivation
Complexity
1.
The shelter is a
quick pitstop
2.
Could move…
But won’t
Motivation
Complexity
Motivation
Complexity
4.
No move out
in sight
MINDSETS

28.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
SERVICE CONCEPT

29.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
3. PRACTICING
EMOTIONAL DEXTERITY

30.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
Accepting limitations
A trauma-informed
approach
CREATING
REFLEXIVE
SPACE

31.
DESIGNING FOR SYSTEMS OF SERVICE IN NYC HOMELESS SHELTERS | NATALIA RADYWYL | RSD8
THANK YOU
REDISTRIBUTING POWER AND AGENCY
DESIGNING SYSTEM-INFORMED INTERVENTIONS
PRACTICING EMOTIONAL DEXTERITY