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FOR THE CHARITY KINSHIP

Role: Principal Service Designer, project lead

Designing digital support for carers in moments of crisis & uncertainty

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The challenge

Kinship carers (defined as a family member or close friend who steps in to raise a child when their parents can’t) often step into the role during moments of crisis. During this time they will often have to navigate legal processes and unfamiliar systems without clear guidance or support under a lot of emotional strain. Many don’t know what help exists, what they’re entitled to, or where to begin.

The approach

We worked closely with kinship carers and professionals to understand the lived experience of those entering care arrangements under stress and uncertainty. Many participants were navigating trauma, lacked digital confidence, or had low trust in formal services. Our approach was trauma-informed and person-centred, combining flexible in-depth interviews, co-design sessions and low-fidelity prototypes shaped for emotionally sensitive contexts.

 

To design digital support that worked in high-stress moments, we drew on evidence from research into emergency services and military settings, where users are also required to process information and make decisions under pressure. This helped shape content delivery, interaction design and emotional tone across the service.

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The outcome

The Kinship Compass prototype offers tailored guidance, responsive support and a starting point for carers feeling overwhelmed or isolated. It simplifies access to grants, legal advice and peer support, helping users feel seen, supported and more in control.

Improving diagnosis & treatment

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