Joanna Leung

Product Leader Passionate In Solving User and Business Problems

Service Design: St. James Settlement Home Integrated Service

A nine-weeks service design project with a Hong Kong NGO, St. James Settlement’s (SJS) Integrated Home Service (IHS) Unit, to better the user experience of its clients, volunteers, and staff and, to increase the capacity of this Unit to meet the increasing demand of its service for low income Elders in Hong Kong.

Target audiences are Staffs, Volunteers, and Elderly clients of SJS. Observation, User Interview and Shadowing were conducted to get a detail and holistic understanding of its service, user experience, and process to discover design opportunity.

Stakeholder analysis, pain point analysis, user journey analysis and process mapping were used to analyse the data collected to discover design opportunity.

Of the four opportunities, Volunteer Coordination process was selected to be addressed.

This volunteer matching multi-device application automatically matches the skills of their registered volunteers to the home safety service for their Elderly clients.

Role: Interaction Designer
For: The Hong Kong Polytechnic University
Date: November 2016
Type: Multi-device Application
URL: vimeo.com/191812295