Ease: The City Support Network

The City Support Network

Making access to psychological supportmore ubiquitous within a city environment.

"The city comes into existence, originating in the bare needs of life, and continuing in existence for the sake

of a good life."

—Aristotle

I started with talking to people about how they’ve dealt with chaotic or depressing situations.

And quickly discovered gaps in the services that exist today.

1. People wanted to turn to someone neutral, who wouldn’t judge them.

2. They wanted someone to talk to, who would help them make decisions.

3. Lack of convenience and high price prevented people from seeking help.

4. There was a common opinion that experts charge too much, lowering trust.

5. Even if it was free, the barriers to entry were still too high.

Key interview findings

What makes people comfortable?

Places

Open space with lots of light.

No one paying attention.

Really busy or really peaceful.

Won’t be stigmatized.

Warm.

Meets you at your level.

Not like a therapist.

Not too professional.

One on one.

Phone to address something now.

Cloaked by an activity.

Approaching help is hard.

People Methods

1. Weaved into the city.

2. Doesn’t make a scene when you’re using it.

3. Flexible enough to support your ideal method.

4. Access to genuine people who care.

Design Principles

• Judgement

• Embarrassment

• Simply not knowing.

Family

Friends

• Cost

• Access

• Availability

• Stigma

Person

Counselor

Therapist

Stranger

Specific Org Specific Org Specific Org Specific Org

• Doesn’t apply to me.

• Too specific.

• Confusing

Take aways: Booth

• Questions were superficial and informal.

• “How can I make more money?”

• “Should I dye my hair?”

• “What kind of flower is this?”

• “Is X restaurant open?”

• Being there in person made people judge me.

• “I don't think I'd talk to you if you didn't'

have the glasses on."

Take aways: Managing the Calls

• List of referral references became important.

• People mostly called past midnight.

• The person must be able to reconnect to the

same individual that spoke to them.

• We need to remember what we talked about

so it's a relevant experience the second time.

• There’s something to learn from everyone.

It makes you feel good.

Call Management App

Call Reports

Feedback Management

Freeform Scheduling

Take aways: Hotline overall

• People called about stuff that was seriously affecting them.

• People all around the city saved the

number for later.

They said nice things about me:

• “Your questions were really good, made

me think.”

• “You really helped me a lot. I wish I could

meet you!”

Take aways: Phone box

• It’s an awareness object stitched into the city.

• Like seeing a firetruck.

• Didn’t do anything different than the hotline,

but it made a bigger scene about it.

The need for one-on-one meetings stillwasn’t directly presented.

Video

The City Support Network