Request Support Service
A service set up during the coronavirus pandemic to support local organisations and community groups to respond, by matching needs with resources locally, regionally and nationally.
As part of a small design team (service designer, user research, information managers and a delivery manager) we carried out user research with individuals in crisis, mutual aid groups and community organisations.
Based on our findings, we discovered those most in need were organisations; as many individuals already had established support networks. We developed a staff service manual for over 200 members operating in the service and remotely onboarded more than 40 new starters, across the UK.
The service was co-designed with 11 partner organisations who form the Voluntary and Community Emergencies Partnership (VCSEP).
