It starts with a pivot

I decided to change careers from managing a downtown homeless shelter in Toronto, to pivoting into the User Experience Design field. My decision to transition into the User Experience (UX) Design field from social work was considered greatly on whether I could still make social impacts…to my favour I can!

The Challenge



My aspiration to improve experiences for others was met when I joined BrainStation’s 3-month intensive UX Design bootcamp program.

Throughout the course, we were challenged to apply our understanding of UX design principles to individually develop a mobile digital product that solves or alleviates a problem space (of our choosing).



Given the creative freedom I had for my project, I took my front -line experience of working with homeless individuals and curated some problems from previous work experiences and observations. 

I remembered working with clients and most were unaware of the free, public social services provided for them.

(Authorized) video of my staff and the clients playing with a client's dog

To extinguish any personal biases, I conducted secondary research pertaining to Toronto homelessness in order to confirm these problems:


Those in need often don’t know where to turn for help or what resources are available. As a result, social workers and homeless advocates may not be able to make contact with those individuals (to get the help they need) - (7 Common Causes for Homelessness), Fred Victor.



of people have difficulty finding a place to wash their clothing, one day a week on average someone goes
hungry, and
 32% sleep outside than in a shelter.

Why is it difficult for homeless individuals to find services?

Homeless people often face discrimination because of their behaviour and/ or appearance

It can be difficult to access such services without a stable address, health card, ID or form of reliable transportation


Research Plan 

I believe that people who are homeless in Toronto desire a simpler and more accessible
method to accessing support services.

Participant Criteria 

Those who self-identify as homeless or are at risk of homelessness

Any gender, age over 16  (otherwise underage participants are usually in
group home or out of reach- policies), race, ethnicity, marital status, income, education, and employment

Participant Activity

I used a qualitative research method by conducting 5 in-person interviews, at the participants’ location of choice (in Toronto). I contacted previous co-workers to set up a private room to interview individuals, and provided compensation for participants’ time.

Interview Summaries


I organized participants’ answers into the above Affinity Diagram and further synthesized data by identifying common pain points, behaviours, frustrations, goals and motivations. 



The common theme I've identified through research is there seems to be a lack of transparency on homeless support services.  



Experience Map


How Might We...

Connect homeless individuals with reliable support services in Canada?

Market Research

Chalmers Bot
A ”Chat bot” mobile app that is meant to help the homeless locate resources in Toronto through texting

City of Toronto Website
The city of Toronto has many dedicated pages to assisting those experiencing homelessness

Organization Sites (various)
Some non-profits have their own website showcasing their organization
Examples: Covenant House | Egale | Evangel Hall

A mobile app to identify resources tailored for people experiencing homelessness

Comparison Chart


Task Selection

The user stories are written from the perspective of a user of the product- in particular a homeless individual seeking support services (that are tailored to help this demographic).
The main goal is to provide transparency, accessibility, inclusion and advocacy to homeless individuals on their right to finding the support they need in whatever capacity they choose.


User Flow: Selecting a Clothing Bank



Concept Ideation: Features

With my user flow diagram, I sketched with a pen and paper using methods like Crazy 8’s to come up with my wireframes. Every feature was designed based on my knowledge of the industry, preliminary and secondary research:

No login screen (provides an inconvenience for users)
Android mobile design (more commonly used; especially older versions)
Filters (to organize results faster and more accurately)


Mid-Fidelity Wireframe User Testing

I translated my paper and pen sketches into Sketch and came up with a mid-fidelity wireframe.

I decided to user-test these designs with 5 different social workers* for two rounds
*social workers were user-tested because from an informational and experiential point of view, they would provide great insights representative of the demographic I’m designing for

I then wrote a User-Test script, and asked participants to do the following tasks:

Filter your SMIS number (identified # homeless individuals recieve)
Find directions to your nearest clothing bank


Visual Identity

First I imagined the mood I wanted to create while using the product and I thought “Empowered” with a dash of serious tone would emulate the experience.

Dark blues for calming effect
Bright Yellow for cheeriness and uplifting


“Reach” out for services- Inspiration from the social work terminology: “outreach”.



High-Fidelity Design


Supporting Marketing Website


Responsive Tablet Design


Closing Reflections

Design Impact

My design impact for this project is particularly dynamic because it aims to serve one of the most vulnerable populations, growing at an increasingly rate in Toronto.

However, on a larger scale, it’s a band-aid-solution. We are meeting the short-term basic needs of the demographic, but it doesn’t prevent homelessness, nor does it completely alleviate current homelessness.

Design opportunities can be discovered through more in-depth research on government and city policies, design and tech trends by qualitative and quantitative methods. A further design challenge would be to address long-term needs like mental health, housing support and the like.

Selected Works

DUDSDesign Solution for Food Waste Reduction

Navigating HomelessnessUX Design Capstone Project