NN GrowKit
Team:
5 people
Duration:
13 weeks
Role:
Service Designer
Skills used
Desk Research
|
Stakeholder Analysis
|
Interviews
|
Journey Mapping
|
Ethnographic Observation
|
Engagement activities
|
Co-Design
|
Archetype Mapping
|
Data Analysis
|
User Testing
Introduction
We've all been in spaces where the loudest voice takes over, where staying quiet feels easier than speaking up. At Neighbourhood Networks, we saw this too. Not from a lack of care, but because the space didn’t always invite every voice.
Our brief was simple: ‘How can Neighbourhood Networks improve their feedback mechanism?’ What began as a look into feedback mechanisms revealed deeper questions about power, trust, and emotional safety, especially for people living with disabilities or mental health challenges.
Our contextual partner for this project was Neighbourhood Networks, a grassroots organisation that offers peer-led support instead of 24/7 care, we explored how design can help create spaces where everyone feels heard.
Understanding the members
The issue wasn’t just how people give feedback. It was about power imbalances and the emotional risks of speaking up. From this, we developed archetypes, not as static personas, but as evolving states of engagement. We mapped these across a spectrum: from anxious to confident, passive to proactive. This spectrum helped us see that participation isn’t binary, it’s relational and developmental. And most importantly, it changes over time.
Design Methodology
Desk research: We started with desk research, exploring case studies in trauma-informed care, barriers to expression, and co-design practices. From these, we learned that feedback needs the right conditions, emotional safety, low-pressure tools, and shared power.
It’s not just about collecting opinions, but about making people feel safe, heard, and valued....We also consulted design practitioners working in complex care settings.
Ethnographic Observation & Interviews: Interviewed staff members, CLWs, with multiple checkpoints with our gatekeeper, Emma.
Co-Design Engagement with Members: We observed NNAG meeting and ran an engagement activity to understand how members give feedback.
Testing: We tested our prototypes with the network members as well as staff
Key Challenges
Power dynamics in group settings: Some voices dominated, some stayed silent or passively agreed.
There is a lack of reflective practices, leading to misaligned expectations among members.
Currently there is no structured exit strategy. This leads members to think of NN as a social club and not as an educational institute.
Feedback systems are not inclusive. Feedback is often verbal and immediate, hard for those with anxiety, cognitive, or speech difficulties.
Participation is focussed on social activities and not on growth and learning of the members.
This is where the NN GrowKit come in
A toolkit co-designed for people with learning or physical disabilities and mental health challenges. It nurtures trust, encourages self-expression, and supports personal growth through reflection and confidence-building. We designed two tools: a “Reflective Journal” and “Flip & Talk” game cards. It’s not a fixed product, it’s an evolving set of tools that adapts to the needs of each network.
Impact on the Service
When feedback feels safe, it becomes transformative. With the right support,
even anxious beginnings can grow into confident new chapters.
01
Inclusive Communication
Enables diverse expression, shifting power dynamics and ensuring every voice is heard.
02
Confidence & Engagement
Builds member confidence, leading to stronger voices, better feedback, and deeper involvement.
03
Stronger Feedback Loops
Improves organisational understanding and relationships, driving sustainable change.
View my complete in-depth process as well as personal reflections here! Do not hesitate to contact me for more information.
View Project Document
Flip & Talk: When words are hard, cards speak clearly. They help create visual cues of conversation topics, enabling everyone in the group to get a chance to talk. Used in group discussions, these cards allow members to respond non-verbally....by placing them under Yes, No, Maybe. It’s playful, low-pressure, and gives facilitators instant insight without formal surveys. We created bigger cards to help members with be able to interact with them with ease.
Reflective Journal: The journal is a simple reflective tool that helps members identify goals and access key resources in one place. It also supports community living workers in guiding goal-focused discussions through shared outcomes. Given at onboarding, the journal is a weekly, creative space, for doodles, notes, and reflections. It supports all skill levels and includes a resource list tied to members’ personal goals. Available in both physical and digital formats, it respects different preferences and accessibility needs.
Storyboarding
NN GrowKit
Team:
5 people
Duration:
13 weeks
Role:
Service Designer
Skills used
Desk Research
|
Stakeholder Analysis
|
Interviews
|
Journey Mapping
|
Ethnographic Observation
|
Engagement activities
|
Co-Design
|
Archetype Mapping
|
Data Analysis
|
User Testing
Introduction
We've all been in spaces where the loudest voice takes over, where staying quiet feels easier than speaking up. At Neighbourhood Networks, we saw this too. Not from a lack of care, but because the space didn’t always invite every voice.
Our brief was simple: ‘How can Neighbourhood Networks improve their feedback mechanism?’ What began as a look into feedback mechanisms revealed deeper questions about power, trust, and emotional safety, especially for people living with disabilities or mental health challenges.
Our contextual partner for this project was Neighbourhood Networks, a grassroots organisation that offers peer-led support instead of 24/7 care, we explored how design can help create spaces where everyone feels heard.
Understanding the members
The issue wasn’t just how people give feedback. It was about power imbalances and the emotional risks of speaking up. From this, we developed archetypes, not as static personas, but as evolving states of engagement. We mapped these across a spectrum: from anxious to confident, passive to proactive. This spectrum helped us see that participation isn’t binary, it’s relational and developmental. And most importantly, it changes over time.
Design Methodology
Desk research: We started with desk research, exploring case studies in trauma-informed care, barriers to expression, and co-design practices. From these, we learned that feedback needs the right conditions, emotional safety, low-pressure tools, and shared power.
It’s not just about collecting opinions, but about making people feel safe, heard, and valued....We also consulted design practitioners working in complex care settings.
Ethnographic Observation & Interviews: Interviewed staff members, CLWs, with multiple checkpoints with our gatekeeper, Emma.
Co-Design Engagement with Members: We observed NNAG meeting and ran an engagement activity to understand how members give feedback.
Testing: We tested our prototypes with the network members as well as staff
Key Challenges
Power dynamics in group settings: Some voices dominated, some stayed silent or passively agreed.
There is a lack of reflective practices, leading to misaligned expectations among members.
Currently there is no structured exit strategy. This leads members to think of NN as a social club and not as an educational institute.
Feedback systems are not inclusive. Feedback is often verbal and immediate, hard for those with anxiety, cognitive, or speech difficulties.
Participation is focussed on social activities and not on growth and learning of the members.
This is where the NN GrowKit come in
A toolkit co-designed for people with learning or physical disabilities and mental health challenges. It nurtures trust, encourages self-expression, and supports personal growth through reflection and confidence-building. We designed two tools: a “Reflective Journal” and “Flip & Talk” game cards. It’s not a fixed product, it’s an evolving set of tools that adapts to the needs of each network.
Impact on the Service
When feedback feels safe, it becomes transformative. With the right support,
even anxious beginnings can grow into confident new chapters.
01
Inclusive Communication
Enables diverse expression, shifting power dynamics and ensuring every voice is heard.
02
Confidence & Engagement
Builds member confidence, leading to stronger voices, better feedback, and deeper involvement.
03
Stronger Feedback Loops
Improves organisational understanding and relationships, driving sustainable change.
View my complete in-depth process as well as personal reflections here! Do not hesitate to contact me for more information.
View Project Document
Flip & Talk: When words are hard, cards speak clearly. They help create visual cues of conversation topics, enabling everyone in the group to get a chance to talk. Used in group discussions, these cards allow members to respond non-verbally....by placing them under Yes, No, Maybe. It’s playful, low-pressure, and gives facilitators instant insight without formal surveys. We created bigger cards to help members with be able to interact with them with ease.
Reflective Journal: The journal is a simple reflective tool that helps members identify goals and access key resources in one place. It also supports community living workers in guiding goal-focused discussions through shared outcomes. Given at onboarding, the journal is a weekly, creative space, for doodles, notes, and reflections. It supports all skill levels and includes a resource list tied to members’ personal goals. Available in both physical and digital formats, it respects different preferences and accessibility needs.
Storyboarding
Introduction
Design Methodology
This is where the NN GrowKit come in
Key Challenges
Understanding the members
Storyboarding
Impact on the Service
We've all been in spaces where the loudest voice takes over, where staying quiet feels easier than speaking up. At Neighbourhood Networks, we saw this too. Not from a lack of care, but because the space didn’t always invite every voice.
Our brief was simple: ‘How can Neighbourhood Networks improve their feedback mechanism?’ What began as a look into feedback mechanisms revealed deeper questions about power, trust, and emotional safety, especially for people living with disabilities or mental health challenges.
Our contextual partner for this project was Neighbourhood Networks, a grassroots organisation that offers peer-led support instead of 24/7 care, we explored how design can help create spaces where everyone feels heard.
Desk research: We started with desk research, exploring case studies in trauma-informed care, barriers to expression, and co-design practices. From these, we learned that feedback needs the right conditions, emotional safety, low-pressure tools, and shared power.
It’s not just about collecting opinions, but about making people feel safe, heard, and valued....We also consulted design practitioners working in complex care settings.
Ethnographic Observation & Interviews: Interviewed staff members, CLWs, with multiple checkpoints with our gatekeeper, Emma.
Co-Design Engagement with Members: We observed NNAG meeting and ran an engagement activity to understand how members give feedback.
Testing: We tested our prototypes with the network members as well as staff
A toolkit co-designed for people with learning or physical disabilities and mental health challenges. It nurtures trust, encourages self-expression, and supports personal growth through reflection and confidence-building. We designed two tools: a “Reflective Journal” and “Flip & Talk” game cards. It’s not a fixed product, it’s an evolving set of tools that adapts to the needs of each network.
Flip & Talk: When words are hard, cards speak clearly. They help create visual cues of conversation topics, enabling everyone in the group to get a chance to talk. Used in group discussions, these cards allow members to respond non-verbally....by placing them under Yes, No, Maybe. It’s playful, low-pressure, and gives facilitators instant insight without formal surveys. We created bigger cards to help members with be able to interact with them with ease.
Reflective Journal: The journal is a simple reflective tool that helps members identify goals and access key resources in one place. It also supports community living workers in guiding goal-focused discussions through shared outcomes. Given at onboarding, the journal is a weekly, creative space, for doodles, notes, and reflections. It supports all skill levels and includes a resource list tied to members’ personal goals. Available in both physical and digital formats, it respects different preferences and accessibility needs.
The issue wasn’t just how people give feedback. It was about power imbalances and the emotional risks of speaking up. From this, we developed archetypes, not as static personas, but as evolving states of engagement. We mapped these across a spectrum: from anxious to confident, passive to proactive. This spectrum helped us see that participation isn’t binary, it’s relational and developmental. And most importantly, it changes over time.
NN GrowKit
Team:
5 people
Duration:
13 weeks
Role:
Service Designer
Skills used
Desk Research
|
Stakeholder Analysis
|
Interviews
|
Journey Mapping
|
Ethnographic Observation
|
Engagement activities
|
Co-Design
|
Archetype Mapping
|
Data Analysis
|
User Testing
Power dynamics in group settings: Some voices dominated, some stayed silent or passively agreed.
There is a lack of reflective practices, leading to misaligned expectations among members.
Currently there is no structured exit strategy. This leads members to think of NN as a social club and not as an educational institute.
Feedback systems are not inclusive. Feedback is often verbal and immediate, hard for those with anxiety, cognitive, or speech difficulties.
Participation is focussed on social activities and not on growth and learning of the members.
01
Inclusive Communication
Enables diverse expression, shifting power dynamics and ensuring every voice is heard.
02
Confidence & Engagement
Builds member confidence, leading to stronger voices, better feedback, and deeper involvement.
03
Stronger Feedback Loops
Improves organisational understanding and relationships, driving sustainable change.
When feedback feels safe, it becomes transformative. With the right support,
even anxious beginnings can grow into confident new chapters.
View my complete in-depth process as well as personal reflections here! Do not hesitate to contact me for more information.
View Project Document