Select Page


How can the evaluation of services in the homeless sector be used as a tool in designing for hopeful futures?

Format: Papers, RSD12, RSD12 Papers Pre-release

Holly Turpin and Eszter Hegymegi
In this presentation we will detail a study focused on homelessness drop-in services in Loughborough, examining the influence of location, surroundings, client demand and awareness. By combining service design and co-design methodologies with immersive digital storytelling, the project aimed to enhance the evaluation of support services, ensuring that it fit within the workload of the triage workers while providing meaningful data on the organizational level. The study engaged with transition design (Irwin 2018) by using methods for service design and social innovation, to reflect on present practice and service provider’s needs, aspirations and concerns. In the two different parts of the study, complementary but differing creative methods were used to explore new ideas, perspectives, and feedback.

The findings compellingly highlight the advantages of involving triage workers from the outset of data collection design, while also valuing their unique perspectives. The outcomes underscore that the interaction between those seeking help and providers is notably amplified by shared reality. This shared reality emerges as a pivotal advantage, alongside the perception that in-person appointments tend to be less stigmatizing due to the environment they occur in. Furthermore, these appointments facilitate increased opportunities for peer support and serve as an alternative for individuals who might find it challenging to seek assistance via phone communication. In this presentation we will discuss further the successes and limitations of the approach taken, the implications of this study in its immediate context, how the results will be used in the design of hopeful futures and how this could inform further research.

This research was conducted by Eszter Hegymegi and Holly Turpin, two doctoral researchers part of the Loughborough University HOME (Harnessing Opportunities for Meaningful Environments) Centre for Doctoral Training. HOME is a collection of PhD projects aiming to approach homelessness in a creative way and from multiple perspectives.
Keywords: service design
digital storytelling
transition design




Citation Data

Author(s): Holly Turpin and Eszter Hegymegi
Year: 2023
Title: How can the evaluation of services in the homeless sector be used as a tool in designing for hopeful futures?
Published in: Proceedings of Relating Systems Thinking and Design
Volume: RSD12
Article No.: pre-release
Host: Georgetown University
Location: Washington DC, USA
Symposium Dates: October 6–20, 2023
First published: 30 September 2023
Last update: no update
Publisher Identification: ISSN 2371-8404

Proceedings of Relating Systems Thinking and Design, RSD12

These posts are in production. Please excuse incomplete or unformatted posts. If you would like to receive a paper or have questions about the proceedings, please contact You can also opt into the newsletter and stay up-to-date on RSD12 proceedings and other systemic design news.

Watch for updates

Verified by MonsterInsights