Design patterns for social housing

If one housing provider designs a good journey or service stage, others should be able to reuse it. I created an open community resource to make this possible.

The site includes service design patterns for things like complaints, garage lettings and repair diagnostics. Alongside my own insight, I worked with housing professionals to shape the content. Each pattern includes a description of the problem, a possible solution and available research to support it.

There are also practical guides on user research, tenant journey mapping and other key service design methods. More are on the way.

The project is open, free and designed for people working in housing, not just design teams. It’s already helping transformation and digital teams work more confidently and with greater consistency.

I led a service design discovery focused on response repairs. I ran workshops with planners, contact centre staff and operational teams. I mapped the full tenant journey and service blueprint, showing where issues were happening and why.

I also set up a user research lab to gather insight from tenants and staff in a consistent and respectful way.