Socially Responsible Service Design

Table of
Contents
5
10
62
22
29
42
50
2
15
63
3
6
18
64
4
6
8
65
66
1
9
21
61
Service Design & Benefits
Program & Partner & Sponsor
Class Aim & Project Aim
Interviews
Task Role
Motivation Matrix
Persona
Draw-it
Mood Board
Clients’ Journey Canvas
Interviews
Shadowing
Draw-it
Mood Board
Volunteer
Introduction
Texts & Matrix
Narration & Description
Chart & Graphics
Events
Empathic Design Approach
Framing Context and Objectives
Communication Design Tools
Service Design Tools
54
55
56
58
53
Actors Map
Laser Cut Poster
System Map
Clients’ Journey Map

1
Now-a-days the economic identity includes a sharing economy, social economy, community,
collaboration, co-design, and co-producers.
These descriptions illustrate a complex scenario that makes it necessary to take a holistic
and multidisciplinary design approach in order to create innovative solutions, and generate
solutions in which the material and immaterial dimension mingle.
The design of services, or service design, is an interdisciplinary approach that combines
different methods and tools, overcoming the classic marketing, that can be defined as a
systematic design approach for the management of people, infrastructure, communication,
and objectives of a service.
Introduction

2
Service design’s main purpose is to improve the quality of the interaction between a service
provider and its client.
The design of services helps to innovate, improve existing services, make them easier to use,
and more desirable by clients, as well as improving efficiency for the organization.
Service design “thinking ” puts the client or the service user at the center. Thinking from
the perspective of the client and working by his side service design strives to understand
deeply the needs beyond the statistics in order to design services that are effective, efficient,
pleasant, sustainable, and socially sound.
Better knowledge about client’ or users’ needs (benefits for the service design project)
Better fit between service and customers (benefits for the service’s client s or users )
Improved focus on clients or user, better cooperation between system actors (benefits
for the organization)
Service
Design
Benefits
Choreographing the
interactions between
people and companies
(Continuum)

3
The MFA in Integrated Design at CCS is a unique program that prepares designers for
increasingly complex, multi-faceted and globally driven challenges.
Students develop a broad perspective that enables to construct powerful design strategies
that make businesses more competitive, and communities more livable.
Program entail the systematic integration of analytical thinking, user-centric research,
problem-framing skills, and advanced design methods.
Through industry-sponsored collaborative projects, students are applying these learning to
real-world challenges of both immediate and long-range import
COTS Coalition On
Temporary Shelter
MFA Integrated Design
Ford Blue Oval Network
COTS’ Passport to Self-Sufficiency methodology helps families reach their housing, economic,
health, education, and career goals, by way of coaching, mentorship, and support to overcome
homelessness and break the cycle of poverty for themselves and future generations.
In this project students are asked to help to design a phase with real platform for action for
COTS’ Passport to Self-Sufficiency™ working together in this prototyping phase, with real
people in real life settings.
This could fundamentally change COTS’s role from a homeless help provider to one in a
relationship where COTS and clients are partners providing long-term opportunities and
multi-generational impact solutions.
Through a network of colleges and universities, Ford Community Corps actively supports
new initiatives for building sustainability and improving the quality of life of communities.
In addition, the Ford Community Corps program recognizes scholastic achievement and
encourages service to the community.
Program
Partner
Sponsor
Ford Community Corps

4
The class focuses on the tools and methodologies of Service Design where students learn
how to diagram and understand the complexity of services and how to design changes and/or
implementations to these services. On doing so, students focus on ecosystems and ecologies,
relations of organisms to one another, and to their surroundings as a way of framing large,
multi-faceted, and often scattered social problems.
GRD602A DESIGN
GRADUATE STUDIO II
Socially Responsible
Service Design
Class Aim
In this sponsored project MFA Integrated Design students were asked to help design a
touch-point platform for action for COTS’ Passport to Self-Sufficiency™ working together, in
this prototyping phase, with real people in real life settings.
Since 1982, COTS has been committed to serving the most vulnerable members of the Detroit
community. Passport to Self-Sufficiency™ is a new program currently in development within
COTS to assist families in reaching their overall housing, economic/financial, health/wellbeing,
education/training, and career/employment goals.
This could fundamentally change COTS’s role from a homeless help provider, into a
relationship where COTS and clients became partners providing long-term opportunity
and multi-generations impact solutions.
Project Aim

5
Trend
Internal
Barriers
Framing
Context and
Objectives
Service Context
The objective of the service is to create poverty resistant families.
This means, among other things, that even if the family falls on hard times again it will have
developed the resiliency and habits to overcome, and not enter a negative cycle.
Struggles with the System
The system, the welfare safety net, is terribly broken.
It does not reward success, but punishes it. Many times those in poverty need supports such
as childcare and transportation in order to obtain or maintain employment. Loss or lack of
employment results in loss of housing. Those caught in the system may find it necessary to
manipulate it in order to get just a small portion of what they need to survive. When it comes
to housing, they may have an unrealistic view of what is required to financially sustain it. They
may also have a need to understand what it takes to be a good neighbor and tenant.
COTS is undergoing a fundamental shift that requires everyone to have more knowledge and
practice in serving families with children of all ages. In some cases individuals may no longer
be the best fit for positions that they hold in the organization. COTS must be prepared to get
people in the positions who are willing to creatively engage those we serve, and do it out of
a desire that matches our mission. COTS has scheduled client service training as one of the
means of helping the staff to make the transition.
COTS will need to promote a culture of knowledge and service through regular training and
maintaining the proper fit as staff are replaced and some separate from the agency.
Funding is always a restriction for non-profits. While it does not prevent an organization from
doing great work, more dollars would help to do more. COTS is also subject to the rules and
regulations set forth by the Federal government’s Housing and Urban Development (HUD).
The regulations are not always the best for COTS clients serve, and can hamper COTS’s ability
to help. Also, while COTS chooses to house families in the emergency shelter for more than
90 days, funding only covers 90 days. This is despite the fact that housing is not abundant,
incomes are often non-existent, and families need more than 3 months to get on their feet.
The objective of COTS is to alleviate homelessness.
While every homeless person in the city will not come through COTS’s doors, COTS wants
those who do, to exit our organization housed.
2013 Homeless Action Network of Detroit (HAND) has reported 3,468 people who were
chronically homeless in the cities of Detroit, Hamtramck, and Highland Park. The number of
children in families was 2,742, and the number of unaccompanied youth was 62.
Objective of
the service
Objective of
the organization
Needs in the market
Restrictions
Obtaining the necessary funds, and a cultural shift in the agency overall.Conditions

6
Empathic
Design
Approach
Difficulties in service delivery are often a result of poor engagement with clients.
Homeless client are often stressed and emotional and it is easy for staff to
distance themselves.
The design process utilized in Service Design is based on co-design methods that provide ways
for people to engage with each other as well as instruments to communicate, be creative,
share insights and envision their own ideas.
Co-creation is about joint creation of value by the company/organization and its clients.
It is based on building blocks of dialogue, access, transparency.
Co-designing means involving different people with different backgrounds (all stake-holders)
in order to examine and innovate a given experience, can support different levels of
participation, and be available at different time.
DesignTools
“ Services do not qualify as property.
They are immaterial and intangibles. They are performed, not produced. They exist only in the
moment they are rendered. They cannot be held, accumulated, or inherited. While products
are bought, services are made available.
In a service economy, it is human time that is being commodified, not places or things. Services
always invoke a relationship between human beings as opposed to a relationship between a
human being and a thing.” J. Rifkin (2000)
One other distinguishing practice is the extensive use of visualization techniques in the design
process, and on making the invisible visible, showing clients what will be their journey (the
service promise), showing what is happening in the lives of clients, and showing everyone the
resources that are hidden away.
Service designers use visualization techniques extensively in the stage of interpreting user
research, and become early models of understanding both the problem and the solution.
The visualization techniques of the service designers is also used to describe the
characteristics of service logic.
Service Design addresses, through visual communication, the service actors interaction
complexity with two different communicative situations: communication within the service,
and communication of the service.
Communication is used as a sharing tool to dialogue, access, and render transparent
the reinforcements.
“Communication from
the Latin communis.”
To put something in
common, to share.
To participate, transmit,
and disseminate
anything to others.

7
Communication in within the service
(To actors who belong to the same system)
Goal Goal
It is essential that the communication enable these
individuals to collaborate.
The Service designer must not only communicate but also
provide the appropriate tools for this co-design that make
the people the designers.
Fundamental is that all come to the understanding of
what their role within the system is and that all will build
their own mental model of service.
Conferring visibility to intangible aspects, such as the
experience and performance, in order to represent,
inform, raise awareness, and promote.
Communication of the service
(To everybody)
Fundamental is that all users come to the understanding
of what their role within the system is and that all of
them will build their own mental model of service.
To represent, inform, raise awareness, promote, is
not enough.
Showing all the aspects that make up the
service interface, which play a vital role in terms
of communication.
Donors
The group of investors who
invest in the development of
a service
Technicians
The specialists who
contribute to the
development of the project
Testing sample
Individuals selected among users
and operators to be involved in
‘activities’ analysis, co-design
and verification
Operators
Staff providing the service, in contact
with the user, which
involved in the
activities’ back-office
Users/Clients
Those who use the services
offered by service

8
Texts and Matrix
Service
Design tools
Actors map
Laser-cut Poster
System Map
Client’s Journey Map
Persona
Draw-it
Mood Board
Clients’ Journey Canvas
Interviews
Shadowing
Draw-it
Mood Board
Volunteer
Interviews
Motivation Matrix
Task Role
Chart & Graphics
Narration & Description
Events

TEXTS & MATRIX
• Interview & Observation
• Motivation Matrix
• Task Role

10
TEXTS & MATRIX
Guest services will help clients to solve common problems.
Guest services are in charge of security of the building.
Guest services are in charge of clients’ daily supplies.
Job opportunities are posted on the board near the front desk.
(One of the guest services staff wishes to add more duties, such as providing resources
and information)
COTS open 24/7, guest services staff divided into 3 shifts, every shift each person has one
hour break.
Guest services stuff serve breakfast and dinner for clients in emergency and
transitional shelter.
Guest services also ask client about housing/job progressive.
Guest services meets the client most frequently, higher chance of contact with clients.
Staff’s perspective is that clients understand their situation well and try to improve their life.
Guest services will be the mid-person between Coaches or Housing Specialist and clients.
Housing specialist set up meeting time with clients, but clients need to go to guest services
before they meet coach or housing specialist.
Guest services staff hasn’t noticed much difference since the Passport Program started, the
only big change is switch in focus from singles to families.
Guest services staff doesn’t really know what coach and housing specialist are doing
with clients.
The pain point for guest services staff is the heavy traffic when clients move out and
donator come in.
They sometimes help clients move out and take care arriving donors.
The busiest hours around 3 pm because all kids come back from school around that time.
Guest services table is not a good place to talk about personal issues/house/job/wellbeing
because of the open environment, no privacy to talk about any personal problems.
For safety, each floor’s clients are not allowed/recommended to visit each other because
they are not familiar with each other, and don’t know each other’s background.
Emergency shelter has a time curfew (10 pm) to come back to shelter. Transition housing
doesn’t. Because they pay rent.
Every visiting guest needs to know the room number in order to visit the client.
Guest Services
Interview & Observation
Guest Services
Tasks & Interaction
General
Information

11
TEXTS & MATRIX
Some homeless people move to the transition housing, after that, some think they
don’t need housing specialist anymore and miss appointments. Housing specialist
will keep contact with them.
Housing specialists consider themselves a resource bank.
Only 30% of those homeless people find jobs with COTS’s help and go back to
their former life in a short time ( 3 months). Housing Specialist think clients put
themselves in box. Although some of them have skills, some just think “I can’t do
it”. However, most of clients are positive.
The biggest barriers for homeless people are lack of knowledge about saving
money; unemployment; limited
by themselves.
Housing specialist divide parent’s attitude to their children go to school in positive
“Some of them think it is necessary for their kids to go to school”, and negative
“Some parents are too lazy to send their kids to school.
Some parents think their child doesn’t need to go to school, They don’t care or they
don’t know.”
Client age changes according to the season.
Most of COTS clients’ now are aged between 18-35. Children’s age is between
Infant to 18.
There are lots of infants in COTS.
Housing Specialist
Housing Specialist
Tasks & Interaction
General
Information

12
TEXTS & MATRIX
Coaches begin the process with the ‘COTS’ Passport to Self-Sufficiency Mapping Tool’.
Coaches check the current situation of the client by using the mapping tool.
During the first and second phase coach tries to note important points about the client in
‘Coaching Client Contact Sheet’.
Then the coach will set short term and long term goal for the clients.
Coaches assign homework related to their goals and set an appointment with clients.
The process goals can be changed based on the client’s decisions and accomplished goals.
Coaches check their clients’ situations during the process.
They also go to client’s places if they are in the Passport Program.
The ‘COTS’ Passport to Self-Sufficiency Mapping Tool’ and ‘Coaching Client Contact Sheet’
are being checked every 3 months (4 times a year). Based on their previous score and the
improvement new goals can be set.
Each coach works with a specific housing specialist.
Over half of the clients want to be engaged. (5 out of 8)
Activity coordinator takes care of the kids and toddlers during the affinity group activities.
There are four housing specialists in the organization. Two of them are specifically working
on Passport Program and another two assist them on the Passport program.
Catching up with the clients is a big challenge for coaches because most of the clients
either know what they want, or they have a lot of barriers and obstacles that coaches can’t
help them with.
Clients’ improvements, smiles, and taking steps towards their goals are the motivation and
what make coaches enjoy their job.
When coaches see clients can accomplish their goals and will work with the coaches, they
feel proud of their job.
One of them chose this job because he had already worked with families, but he had no
experience working with mothers and children. So it was challenging to him.
Coach
Coaches
Tasks & Interaction
General
Information

13
TEXTS & MATRIX
Client - Adult
Clients believe that COTS is a family orientated organization.
Some of them love cooking but the kitchens are limited, and no food is allowed to be
taken in, no lunch supplied.
Clients keep a little distance from other people in the service.
Most of them have clear goals.
Clients trust housing specialists and coaches.
They want to share happiness and sorrow with some of staffs.
Clients feel bad about the security check.
Some clients are disrespectful to each other.
There are not enough activities involving clients for communicating with each other.
The entertainment services for clients at Peterboro are:
1st floor, computer space for adults;
3rd floor, play space, computer space for kids doing homework;
4th floor, TV room can be used by only two families at one time.
Clients were in the difficult situation before entering COTS.
Most of them have clear goals.
Clients know education is very important for them to find a job.
They want to spend time with their kids.
Their family plays an very important role in their lives.
They need help to improve their research skills.
Adult Tasks &
Interaction
General
Information
Questions
about Persona

14
TEXTS & MATRIX
Client - Teenager
They think COTS staff are not their relatives, but they treat them as family members.
They think there are too many people in the COTS at times.
Most of them have attended school.
Teenagers care about their well-being. Some of them prefer to talk with staff or principles
instead of their parents, because they think their parents cannot help them to solve problems.
They miss their friends, want to hang out with them.
They like to experience things and to see themselves as independent.
They are a group of family oriented people.
Most of the teenagers have clear goals for the short term.
They care about education.
They value other people’s opinions about them.
Teenagers have peer pressure.
They are very emotional and innocent.
Most of them are positive.
Teenager Tasks &
Interaction
General
Information
Questions
about Persona

15
TEXTS & MATRIX
Behaviors:
Work with clients
Behaviors:
Behaviors:
Work with
housing specialist
Work with guest service
Work with supervisor
Work with clients
Work with
housing specialist
Work with guest service
Work with peers
Security check
Clients help
Communication with
staff and co-workers
Help for COTS visitors
Coach
Housing Specialist
Guest Services
Staff’s Matrix

16
TEXTS & MATRIX
Behaviors:Liala
Kiara
Motivation
Family
Goals Pride
Personal
Value
Responsible for kids
Working on goals
Being Social
Behaviors:
Motivation
Responsible for kids
Being Social
Family
Goals Pride
Personal
Value
Working on goals
Clients’Motivation
Matrix

17
TEXTS & MATRIX
Clients’Motivation
Matrix
Behaviors:
Motivation
Positive attitude
to difficulties
Relationship with
family and friends
Being Social
Family
Goals Pride
Personal
Value
Behaviors:
Motivation
Relationship with
family and friends
Being Social
Family
Goals Pride
Personal
Value
Positive attitude
to difficulties
Nathan
Ayana

18
TEXTS & MATRIX
Before
Grab the scan wand,
Open the door
Housing specialist and
coach ask to look
for someone
Answer the phone about
the availability for them
Copy documentation, hand
out forms, control supply
items, lead to shower, show
room, assist fill out the form,
ask client to wait for housing
specialist in the lobby
(1) Sell meal tickets
(2) Help to serve dinner
(3) Lead clients to do laundry
(4) Distribute mail
(5) Help clients to move out
(6) Storage of clients’items
Items can not be found easily
Try to make a connection
with that person
Send the person to
housing specialist or
ask the person to wait
for coach in the lobby
Check bags and
scan people.
Make sure guests
sign in
Check the information
and answer questions
Monitor lobby
activity, walk
around and check
the whole building
Connect related
people and
finish tasks
Some clients complain
about the check
During the busy hours,
the waiting line gets
long, messy and out
of control
Some clients do not follow
the rules, children
running around
During After
1.
Security
Check
2.
Answer
the
Phone
3.
Connection
4.
Move in
Process
5.
Daily
Assistance
Task
Task
Task
Task
Task
Pain
points
Pain
points
Pain
points
Pain
points
Pain
points
X
X
X
X
X
X
X
X
Guest Services Tasks

19
TEXTS & MATRIX
Before During After
Questioning client,
completing application
forms and obtaining client’s
basic information
Understanding
client’s condition
Client is unaware of his/her
own health issues.
(1)Helping client schedule
a health check.
(2)Helping client
get medications.
(3) Helping client get
health insurance.
Offering goods and
information (job list,
education resources,
housing list) to client
Lacking enough resources
Tracking client’s needs
Discussing with client and
directing client to the
right places
Helping client set goals and
educate them. Scheduling
next meeting
Some clients don’t even
know they need goals
Some client can’t visit
office on time
Studying and analyzing
client’s problems
Finding different ways
to help client
Sending client to target
place (optional)
Weekly check on the
client progress
How to get real information
from client
1.
Housing
assignment
2.
Scheduled
meeting
3.
Offering
resources
4.
Health
care
referrals
X
X X
Task
Task
Task
Task
Pain
points
Pain
points
Pain
points
Pain
points
Housing Specialist Tasks

20
TEXTS & MATRIX
Before
Choose the category
and design the topic
Review the information
about the client
Talk about recent situation
and check if the client is
working on their goals
Organize the notes,
keep track of the clients
Motivate the client and talk
around the topic
(1) Introduce the topic
(2) Demonstrate how to
achieve the goal for the topic
(3) Let the client practice on
their own
(4) Ask them to share their
results and thoughts
with others
Document the files
No long term plan, leads
to not enough time to
publish the post. Not
enough reaction time for
the client
Some clients may not show
up to the appointments
Moms are always with their
children who are often noisy
and distracting. They don’t
have an ideal
meeting environment
Some clients may just
leave behind what they
got from the mobility
mentoring sessions
Some clients are passive
During After
1.
Affinity
group
2.
Mobility
mentoring
sessions
Task
Pain
points
Coach Tasks
Task
Pain
points

NARRATION &
DESCRIPTION
• Persona
• Draw-it
• Mood Board
• Clients’Journey Canvas

22
NARRATION & DESCRIPTION
Laila
Adult Client
Age: 33 Type: Group 1
“I hope I can have my own house.”
Laila grew up in a shelter. She didn’t finish high school and became a single mom at 16. Her
life got even worse after losing her mother at 21. Without a good job, she’s been moving
from shelter to shelter with her baby.
MotivationGoals
• Bad financial situation
• Needs a Social
Security Card, higher
education degree, and
mobility for a dream career.
• Level of jobs she can do
without specific skills.
• Support her family by
providing a stable living
environment
• A job that could support
her family
• Highly values family
• Better future for
her daughter
Pain points
Persona
Notes
Group 1: This group of clients had a difficult life before they came to COTS with not many good
life experiences.
Group 2: This group of clients had some good life experiences before they arrived at COTS.

23
Adult Client
“I hope my daughter has a bright future.”
Kiara had a good childhood. However, she got pregnant at 17. The guy left after a year and
she had to drop out of the school, and go to work as a cashier. She got married after that and
moved to Chicago for a good life. However, because her husband died, she had to move back to
Detroit and ended up with COTS.
Kiara
Pain pointsMotivationsGoals
• Taking care of her
children is time consuming.
• Needs a Social
Security Card, higher
education degree, and
mobility for a dream career.
• Looking for help
with education
• Highly values family
• Maintain personal values
• Pride
• Create a stable
living environment
• Happy family
• Have an advanced
dream career
Persona

24
“Whatever, I don’t care.”
He has no memory of his father, in his mind, grandma is the best in the world. He loves every
cool thing, especially his favorite football team. In his opinion, he is mature enough to deal
with everything, there is no need for others’ help.
Nathan
• To be a superstar football
player in the future
• His dreams for the future.
• Peer pressure
• Peer influence
• He was kicked off the
football team, because
of a fight
• He thinks school is a
boring place
• He lost his favorite book
from his grandma
Persona
Teenager Client

25
When she was a kid, she used to live with her grandma and a puppy. It was a really happy time
in her life. Things got bad when she was 12 years old, her grandma passed away, then the
whole family was kicked out of the house. They have no where to stay but COTS.
Ayana
• She is a caring person,
wants give back to society.
• Parents’ life experience
• Future goals (Dreams)
• Peer pressure
• To be a nurse in the future
• Help her family to live a
better life
• Her grandma passed away.
• The family has no place
to live.
“Try my best, we will have a nice future.”
Persona
Teenager Client

26
Valencia
“Hello, this is COT! How can I help you?”
Valencia has 10 years experience at the front desk and she loves her work. Everyday, she
arrives at COTS according to her work schedule. Her work is about answering the phone,
checking clients, copying clients’ certificates, guiding donors and keeping an eye on clients
inside the building. She is very busy with only time enough for a 1 hour break over an 8 hour
work day. She feels proud to be helping other people. Children like to hug and say “Hi” to
Valencia when they come back.
• Work for my family to
live better
• Learned lessons from
the clients
• Proud to help others,
very happy to see
their improvement
• Contribute to homeless
kids’ future
• Make enough money for
my family
• Be part of COTS staff to
help homeless people
when they come
and leave
• Keep COTS safe
• Make good connections
• Provide more job
opportunities
• It is very busy during the
busy hours because of
the messy situation
• Front desk can also
observe and understand
some of the problems if
COTS items can not be
found easily.
• Some clients do not fully
follow the rules, they do
not cooperate with the
front desk staff.
Persona
Guest Services

27
Alaia
“If you really want, you can be successful.”
Alaia, who has worked in different positions in COTS before front desk to case planner, has
18-years working experience in COTS. She used to be homeless and experienced the same
hard time that her clients are experiencing now. Finally, she was able to get her degree and
find a job with others’ help.
• Having experienced
homelessness, she can
empathize and is helps
clients to achieve
self-sufficiency.
• She feels confident and
believes in the clients.
• I want to have my own
treatment program to
provide service for
relapse prevention.
• Help my clients achieve a
better life in the future.
• To be a resources bank
for clients.
• Time management is the
biggest problem for me.
• Always a mess of resources
that need to be organized.
Persona
Housing Specialist

28
Eric
“I’m here to help.”
Eric came to COTS one month ago. He mainly works on the Passport program with his
colleagues, helping the clients with housing, well being, finance, education and career 5
different aspects.
• Make his own life.
• Passion for helping others
and the satisfaction gained
from it.
• Help the clients to build
self sufficiency, break the
cycle of homelessness.
• Personal career success
• A better world.
• Some clients are not
active, for instance they
they feel they don’t need
a coach’s help or ignore
the appointment.
• Most clients have the
stereotype that the
coaches can hardly
help them.
Persona
Coach

29
Collect client’s prior life path, motivation and future forecasts.
Suggested time: 30 minutes
Level of difficulty: Easy
Materials needed: Pens, notebook
Participants: Coach, person you’re designing for
Print: On 8.5 x 11 inches letter sheet.
Other materials: 5 different colored pencils.
(CD:Draw-itset 1. Draw-it exercise_Parents_Prior COTS.pdf;CD:Draw-itset 2. Draw-it exercise
_Teens_Prior COTS.pdf; CD:Draw-itset 3. Draw-it exercise_Parents & Teens_future and goals)
Demonstration
Coaches do a demonstration to show the clients how to do “draw-it”. Use the first part to write
down the prior life path important events and choose the emotional feelings about them. Draw
2 pictures in the second part to show who you think you will be in the future.
Open clients’ memories
While the clients are doing “Draw-it”, they may have difficulties remembering some important
events. Coaches may inspire the clients by showing some examples.
For instance,
a. Did you have a pet when you were a kid?
b. When was your first date?
c. How did it feel to have your first baby?
d. Where do you think you will live in 20 years?
Encourage clients to express deeper feelings
While the clients are filling out the “draw-it”, coaches should guide and encourage the clients
to express more about their feelings and thoughts through asking some questions.
For instance,
a. It was a really happy event having your first baby. Could you tell me more about
how happy you were?
b. Why did you choose this color to draw your future?
Documentation
Write down the emotional feelings and thoughts of clients.
Reference
During the later Passport program, use this as a reference to track the process and
improvements. For instance, coaches may ask the clients to redo “draw-it” exercise in the
future to see their self-sufficiency improving process.
Objective facts
A client’s prior life path and how they ended up at COTS.
Subjective facts
Understand the client’s values as related to life, family, career etc. Check the self-sufficiency
level, the ability to see the risks of their goals and the ability to overcome.
Goal
Stats
Instruction
Outcomes
After
Before
During
Draw-it
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•
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A tool that help to spur deeper and different kinds of conversations by picking up pen, paper
and drawing.
•

30
Through this exercise, you can understand adult client’s experience and value prior to COTS.Set 1
Draw-it for Adult

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Draw-it for Adult

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Draw-it for Adult

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Draw-it for Adult

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Summary template for coaches to document clients’ draw it exercise.Set 1
Draw-it for Adult

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Through this exercise, you can understand teenager client’s experience and value prior to COTS.Set 2
Draw-it for Teenager

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Summary template for coaches to document clients’ draw it exercise.Set 2

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Through this exercise, you can understand how clients see themselves in the future and their values.Set 3
Draw-it
Adult & Teenager

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Through this exercise, you can understand how clients see themselves in the future and their values.Set 3
Draw-it
Adult & Teenager

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Summary template for coaches to document clients’ mood board exercise.Set 3
Draw-it
Adult & Teenager

42
To collect primary emotional feelings about COTS and Passport program.
Create a bank of pictures: Pre-select 16-20 images for each topic/question coaches are going
to ask the clients. Instruction about pre-selecting images
a. Think from the client’s stand point and make a hypothesis from their
perception about the topic/question coaches are going to ask.
b. Based on the hypothesis, select 16-20 abstract images that you may want to
use to show feelings. However, the images should be able to show different
feelings, such as excited, neutral and bored.
Print: On 8.5 x 11 inches letter sheet.
(CD:Mood Boardset 1. Mood Board exercise_Adults & Teens_one day in COTS;CD:Mood
Boardset 2. Mood Board exercise_Adults & Teens_about Passport program)
Demonstration: Through demonstration the coaches a practice to show the clients how to
make a “mood board”. Direct clients to pick one image to express their perception of each
topic/question.
Open clients’ minds: While the clients are working on their “mood board”, they may have
difficulties choosing one image. Coaches may inspire the clients by showing some examples.
For instance,
a. What does housing mean to you?
b. How does it feel to be in your own house?
c. What do you think education will bring to you?
Encourage clients to express deeper feelings: After the clients choose the images, coaches
should guide and encourage the clients to express more about their feelings and thoughts
through asking some questions.
For instance,
a. Why did you choose this image?
b. I saw you were struggling to choose between these two.
Could you tell me why you chose this one and not the other?
Keep the file
Tape or glue images on corresponding blanks.
Documentation
Write down the client’s emotional feelings and thoughts.
Reference
Later, during the Passport program, use this as a reference to track the process and
improvements. For instance, coaches may ask the clients to make another “mood board”
sometime in the future to see their self-sufficiency improving process.
Understand clients’ feelings about COTS and Passport Programs in a more friendly and
easygoing way. Based on records, do an analysis of their perception to help COTS know more
about its clients.
Goal
Outcomes
After
BeforeInstruction
During
An ice breaking tool that could collect client’s values and thoughts by collage
making and conversations.
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Mood Board
Suggested time: 30-60 minutes
Level of difficulty: Easy
Materials needed: Images, pens, glue, magazines
Participants: Coach, person you’re designing for
Stats

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Mood Board
One day in COTS
Through this exercise, you can understand clients’ feelings and thoughts about COTS.Set 1

44
Mood Board
One day in COTS

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Mood Board
Passport Program
Through this exercise, you can understand clients’ feelings and thoughts about the Passport program and each aspect.Set 2

46
Mood Board
Passport Program

47
Mood Board
Passport Program

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Mood Board
Passport Program

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Mood Board
Passport Program
Note: Set 1 and set 2 can be used together or separately, or on multiple occasions.
For example, coaches may use set 1 when the client has been at COTS for 2 weeks or so.
Set 2 can be used after the clients has been in the Passport Program for a while.

Clients’Journey Canvas
Have a holistic view of the system, Organize activities and tasks, improve the system
Print: Cards if it is needed
Other materials: A pen
Find the touch point to improve
User can open the canvas and see all the touch points for to the clients. Each touch point has
two background pages and one library page. On the library page there are lots of different
cards that can be used for tasks, actors, activities, suggestions and pain points. On the
background pages all the activities, tasks, actors and pain points can be shown during the day.
Current situation
Users can organize the current situation with cards. They can show all the current tasks,
activities and pain points during the day.
Suggestions for improvement
When users have a holistic view of all the interactions and problems that happen in the
background of each touch point, they can suggest new solutions on the suggestion cards to
improve the system.
Analysis
Users can analyze the problem and suggestions and choose the right way to improve the system.
Objective facts: A holistic overview of the system to find problems and suggest solutions.
Subjective facts: Easier and deeper understanding of the system, Clarifying all the tasks
and actors, easier understanding about pinpoints and busy hours.
Goal
Outcomes
After
BeforeInstruction
During
Client Journey Canvas is an effective tool to give users a holistic view of the system. In this
way, users can identify the problems more easily and then come up with effective solutions.
Introduction
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Clients’Journey Canvas

CHART & GRAPHICS
• Actors Map
• Laser Cut Poster
• System Map
• Clients’Journey Map

54
CHART & GRAPHICS
Actor map shows the interaction between actors in COTS.
The four main actors are Guest/Shelter Guest Service Associate/Housing Specialist/Coach.
Information
Center
Daycare
Visitors
Housing
Program
Director
Shelter monitor
supervisor
PSS Program
Director
Activities
Coordinator
Client
Guest Services
Housing
Specialist
Resources
Coordinator
Coach
Actors Map

55
CHART & GRAPHICS
Laser Cut Poster
A branding tool that illustrates the COTS mission for the client, encouraging them to
move forward.

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CHART & GRAPHICS
System Map
The system map is a visual description of the service technical organization: the
different actors involved, their mutual links and the flows of materials, energy,
information through the system.

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CHART & GRAPHICS
System Map

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CHART & GRAPHICS
Clients’Journey Map
A tool showing to client their journey map allowing them to understand easily
COTS’s services.

59
CHART & GRAPHICS
Clients’Journey Map

EVENTS
• Interviews
• Shadowing
• Draw-it
• Mood Board
• Volunteer

62
EVENTS
By interviewing guest services
staff, housing specialists, and
coaches, we talked about
what basic issues they face
everyday, the barriers among
the different roles
in the service.
Interviews

63
EVENTS
We shadowed the guest
services,housing specialist,
and coach daily works process.
We observed and learned the
services COTS has provided
and the pain points within
the services.
Shadowing

64
EVENTS
We designed a draw-it board
to collect information from
clients about their life before
they came to COTS.
Based on their own stories,
they wrote down various
moments that are both
happy and sad.
We also asked clients to
write down their dreams,
and goals, and the barriers
they might encounter
in the future.
We had 7 students interviewed 16 clients in total within 2 hours
Draw-it

65
EVENTS
We had 7 students interviewed 16 clients in total within 2 hours
Eight adults and eight
teenagers participated in the
mood board exercise. They
used different types of
pictures to illustrate one
day in their life at COTS and
express their general feelings.
Mood Board

66
EVENTS
We volunteered at the dining services at Peterboro. It was our first time to participate in the
COTS services. That was fundamental in helping us understanding clients at COTS. We learned
that homeless people are like us, they just experienced some troubles in their lives.
Volunteer

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