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Developing digital services for those in need

CX · UX · service design · quant & qual research · ideation · digital strategy · transformation

akt chat with us service interface

akt supports LGBTQ+ people aged 16–25 who are facing or experiencing homelessness. When COVID hit, much of its support was still delivered through physical premises. I worked with the organisation and the young people it supports to understand where digital services could make a meaningful difference.

akt digital service shown on a laptop akt digital service shown on a phone Young person using akt's digital service

My role included

  • Developed a data-driven approach to identify areas of unmet need.
  • Worked with the Board and Trustees to understand the organisation’s ambitions and priorities.
  • Interviewed young people who had or were using akt’s services.
  • Designed quantitative research to understand breadth of needs.
  • Developed new digital service concepts that responded to real needs, while recognising barriers such as fear, anxiety and limited access to technology.
  • Created and presented a prioritised roadmap to the Board.

Outcome

The roadmap gave akt a clear direction for its digital future, built around the realities and needs of the young people it supports.

“Sam provided an excellent service through his expertise and inclusive 360 review approach to understanding the people, structure and processes of the organisation. The final report offered us a clear and comprehensive roadmap for our digital future. I highly recommend Sam for both small, medium and large organisations on their digital transformation journey.”

Tim Sigworth, Chief Executive

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