New Day housing solutions

Role

UX Designer & Researcher

Year

2023-2025

Deliverables

Competitive Analysis,
Prototype, Findings & Recommendations Report, Information Architecture.

Tools

Google Docs, Figma, Zoom, FigJam

Research
+

Discovery

Housing Stabilization Services are designed to prevent homelessness and help individuals maintain their current housing or secure new, stable housing.

These services include financial assistance, housing search assistance, legal support, and case management to address barriers such as eviction prevention, mental health needs, and other factors leading to housing insecurity.

Secondary Research

I analyzed industry reports, housing data, and relevant policy documents to identify key trends, challenges, and best practices.
Through my research, I have found that there's been a 16% increase in homelessness from 2023 to 2024 in the Twin Cities. This highlights a growing demand for assistance and programs such as HSS.

Unsheltered

12.8%

Emergency housing

76.4%

Transitional housing

10.7%

HUD 2024 Point-in-Time Count; HMIS estimates.

3,866

people experiencing homelessness in 2024

Empathy Map

Individuals who are currently or recently unhoused who are navigating complex housing systems while managing limited resources, high stress, and uncertainty.

"Searching for housing can make you feel ashamed sometimes..."

Mary.

Participant

Competitive Analysis

I researched local housing stabilization providers to understand common service models, content patterns, and usability gaps. This analysis allowed me to improve clarity around eligibility, reduce fragmented navigation, and create a more accessible, client-centered experience compared to existing provider websites.

Qualitative Survey

To support future research, I designed a qualitative questionnaire intended to capture the lived experiences of individuals obtaining, transitioning into, and sustaining housing, as well as insights from case managers.

ITERATION
+

Design

Low-Fidelity Wireframes

Information Architecture

I simplified how clients and stakeholders navigate housing stabilization services. The structure prioritizes urgent needs—such as finding help and applying for services—while reducing cognitive load through clear labels, minimal top-level navigation, and a logical progression aligned with the housing stabilization journey.

User Flow

This maps how individuals navigate HSS, from exploring available programs and resources to connecting with support through contact or application. It emphasizes clear pathways, easy access to critical information, and a straightforward, supportive experience.

Key Findings

application process
Barriers

long and complex forms may feel overwhelming, causing delays or quitting the process altogether.

Lack of Personalization

Services not tailored to individual needs lead to dissatisfaction or inefficiencies in service delivery.
‍

Communication Challenges

There may be delays or missed updates due to communication breakdowns between clients and housing coordinators

Inefficiencies in Housing Coordination Process

paperwork and case management, are still manual, leading to possible inefficiencies, errors, and delays

FINAL
PRODUCT
+

OUTCOMES

Prototype

Live Prototype

Findings & Recommendations

Our usability testing and analysis services evaluate how real users interact with your product. We conduct tests to identify pain points and areas for improvement, gathering valuable insights into user behavior. This data-driven approach enables us to refine your design, ensuring a seamless and enjoyable user experience.

Next Steps..

Enable simple, mobile-friendly document uploads so clients can submit required materials without needing in-person visits or multiple handoffs.

Introduce secure, easy-to-use messaging that
allows clients and
case managers to communicate clearly
and consistently,
reducing missed information and follow-ups.

Design a shortened, low-friction application flow that captures essential information first, allowing clients to begin the process quickly and complete additional steps later with support.

Create a centralized dashboard where clients can view application status, next steps, key documents,
and messages in one place, providing clarity and reassurance throughout
the process..