RepairNest
Lead Designer in Collaboration with Dublin City Council
Dublin City Council’s (DCC) current system for managing social housing maintenance is outdated and often confusing, leading to inefficiencies for both tenants and staff. This design employs a research-through-design approach to reimagine and transform the system, aiming to create a more effective and user-friendly solution that better serves the needs of both tenants and council staff.
01
Design Challenge
Dublin City Council (DCC) currently provides social housing tenants with a complex paper handbook that includes information on housing maintenance. This handbook can be confusing, making it hard for tenants to understand their responsibilities and for the council to manage maintenance efficiently.
Our design, using a research-through-design approach, aims to create a more user-friendly digital solution. The goal is to give tenants more control and make the system easier to use for everyone involved. We worked intensively during the first three weeks to develop and test the app. In the final week, we focused on analyzing our findings and preparing project deliverables, including a presentation, video, and report. This project is designed to make housing maintenance clearer and more manageable for tenants while improving the overall efficiency for DCC.
02
Research
Speaking to DCC Team
Our initial discussions with the Dublin City Council (DCC) team revealed a critical need for a digital solution that would streamline their current system, making it more user-friendly for both the council and the tenants. DCC sought a way to modernize their approach and improve operational efficiency.
Meeting with Tenants
Through a series of workshops with tenants, we discovered significant challenges. Tenants expressed feelings of being unheard and dissatisfaction with the lack of personal ownership in their homes. This feedback highlighted the need for a more responsive and engaging system that addressed their concerns and improved their overall experience.
Rapid Concept Generation
In the concept phase, we facilitated collaborative discussions with both DCC and tenants. By integrating insights from both parties, we developed a consensus on a solution: a dedicated tenant app. This app aimed to bridge communication gaps, enhance tenant engagement, and provide a more dynamic and interactive experience.
03
Prototyping & User Testing
In the second week, we focused on rapidly developing practical ideas to improve social housing maintenance. Our main goal was to create prototypes that could effectively tackle the system's challenges. This step was crucial in turning our conceptual ideas into real solutions that could be tested in the real world.
We quickly created various prototypes, including posters, leaflets, stickers, social media materials, and an app, for extensive testing with tenants. This fast process helped us gather timely feedback and insights that were crucial for the next stages of our design work. Our aim wasn't just to brainstorm quickly but to make sure our prototypes were tangible, interactive, and matched the preferences of users.
After getting helpful feedback from testing with users, we spent the third week carefully refining the designs. This refining process led to a final set of prototypes that were thoroughly assessed and approved by DCC and tenants. Our iterative approach made sure our ideas evolved into solutions that effectively met user needs and preferences.
04
Final Outcome
The project resulted in a friendly app for tenants to easily log and track maintenance issues. The app has a maintenance log and SMS service for better communication. Tenants get a QR code magnet for easy app access and a leaflet with important info for those who like non digital options. This solution ensures accessibility, transforms the maintenance experience, and empowers tenants.
The Impact
The innovative app, complete with a maintenance log and SMS service, revolutionises the landscape of social housing maintenance. Complemented by a QR code magnet and tactile leaflet, the approach ensures widespread accessibility. This transformative strategy not only streamlines processes but also instills a sense of empowerment in tenants, offering them effective tools to truly take ownership of their homes.