A three-day top tasks analysis at Dublin Civic Offices for Dublin City Council's Housing Hub, involving over 100 short-form interviews, journey maps, service blueprints and granular service analysis for social housing.
The context Dublin City Council's Housing Hub is the front door for social housing services in the city. With high footfall at the Civic Offices, the Council needed a clearer picture of what people were actually coming in to do, where the service was creating friction, and where opportunities existed to improve the experience for people seeking housing support. Working from executive level through to the Transformation Director, Humana was asked to carry out a focused, field based analysis of foot traffic at the Civic Offices over three days. The goal was to move beyond assumptions and anecdote, and instead capture a granular, evidence based understanding of the service from the perspective of the people using it. What we did Over three days on site at Dublin Civic Offices, Gerry Scullion conducted a full top tasks analysis of foot traffic to the Housing Hub. The approach combined structured observation, short form interviews and service analysis to build a detailed picture of the experience. The work included: 1. Over 100 short form interviews with people visiting the Housing Hub, capturing why they had come, what they needed, and how the experience felt for them. 2. Top tasks ana
Humana Design — service design and design research consultancy, Dublin, Ireland.