ClientGo

A data-driven client management system for homeless shelters, designed to empower case managers to efficiently handle information and support clients in their progress
Role
Product Designer, UX Researcher
Timeline
3 weeks, Spring 2024
Tools | Skills
Figma, Procreate, Miro | UX Research, UX Design
Teammate
Leslie Ligier
Results
  • Conducted in-depth user research through hands-on volunteering at soup kitchens and interviews with stakeholders at various levels within Philly House
  • Presented final design prototypes to design professors at Penn, receiving high praise and potential funding offers for future implementation
Overview
Background
Homeless shelters often face the challenge of managing vast amounts of client data while ensuring personalized support for each individual. Recognizing this need, we asked:
"How Might We Help Case Managers Organize Client Information So That They Are Better Able To Monitor Progress Towards Client Goals?"
In partnership with Philly House, Philadelphia's largest and longest-running homeless shelter for men, we developed a tailored client management system to address the gaps and limitations found in existing solutions.
Core Experiences
The ClientGo Product
Product Deep Dive
Shelter updates: The most relevant statistics for case managers, highlighting overall trends and movements within the shelter. View stats across different comparison periods using the drop-down menu in the top left corner.
Clients tab: Clients with the most urgent requests, along with key personalized data, to help case managers efficiently organize their daily schedules at a glance.
Tasks tab: Work streams and tasks of other case managers, ensuring the entire team stays informed about progress on shared initiatives and can offer support when needed.
Analytics Dashboard: Customized graphs tailored to the specific needs of each case manager, from shelter demographics to operational efficiency metrics. This page offers a comprehensive and adaptable overview, enabling case managers to easily track overall goals and move away from additional workflows within Excel.
These widget topics were developed based on the key trends that case managers emphasized as most important during our interviews.
  • Demographics data: Key shelter demographic information, such as race, preferred language, age group, and more, to ensure management is effectively addressing the diverse needs of the population.
  • Exit status: Display of clients' transitions from shelter stays to various housing options to gain insights into their outcomes after the 30-day stay at Philly House.
  • Program outcomes: Comparison of the percentage of clients achieving specific outcomes (e.g., entering transitional housing) based on program type and selected time periods.
  • Meals served: Operational statistics to identify areas of improvement and future plans in the kitchen/meal service
  • Returning to shelter rate: A graph comparing the percentage of returning clients to first-time clients.
Clients List: Client database that highlights key information, such as program participation, age, and days remaining in stay, allowing case managers to search for specific clients.
Client Profile: A client profile page designed for action. Manage administrative tasks, track progress toward individualized goals, and view client schedules in one place.
Research
Stakeholder Map
Our team developed a stakeholder map to better understand the diverse actors involved in the complex issue of homelessness. Based on our community connections and the insights we could gather through interviews, we chose to focus our design efforts on shelter staff and case managers.
Competitive Analysis
We then conducted a competitive analysis to assess what products existed in the space.
Volunteering
We volunteered at a lunch service to gain firsthand insights into the homeless services system. This observational study was invaluable, deepening our empathy for the users and making us feel connected to the system we aimed to design for. Additionally, interacting with other volunteers offered valuable insights into their motivations and passion for supporting the homeless.

As a team, we set a new record by serving 108 people in just 16 minutes.
The meal we served during the lunch service required extensive coordination and streamlined communication behind the scenes in the kitchen.
Serving meals also provided us with an opportunity to connect with the homeless population, a group we would not typically have access to.
Interviews
We interviewed stakeholders involved in Philly House's operations at all levels, including:
Synthesizing Insights
Based on our interviews and observational research, we found that:
Case managers find it challenging to help clients make significant progress due to so many tasks and so little time.
Time is the most valuable resource.
At Philly House, residents have just 30 days to stay. If clients do not demonstrate consistent progress towards their goals, their residency may be at risk.
Current workflows are disjointed and inefficient due to outdated tools.
Philly House currently relies on MissionTracker as their primary client management system. However, the application is underdeveloped and lacks advanced analytical capabilities, requiring case managers to invest additional effort to uncover deeper insights into client and shelter trends.
Hypothesis: A platform that continuously delivers analytical insights will allow case managers to be more intentional, specific, and directive in guiding clients' next steps, helping them maximize their 30-day stay.
Prototyping & Getting Feedback
User Testing: After defining our hypothesis and design direction, we developed low-fidelity and mid-fidelity prototypes for user testing.
Convergent Thinking: Further refining our design through in-depth user interviews with key stakeholders and comprehensive user flow mapping.
Click image to expand view
Product Comparison
Dashboard
Client Page
Reports & Analytics
Takeaways
01
Value of Data-Driven Design
Leveraging data-driven insights enabled us to develop features that are both practical and impactful, aligning with the specific goals of case managers and the clients they serve. This approach ensured that our solutions were grounded in real-world requirements and could be helpful in the day-to-day workflow of shelter workers.
02
Empathy in Design
Volunteering and talking directly with users gave us a deep understanding of their daily challenges, needs, and life stories. This experience was incredibly motivating, adding real meaning to our work and making us feel like we were genuinely making a difference.
A heartfelt thank you to Philly House for your warm welcome and openness throughout this project. Your support has been invaluable in helping us build this solution!
sylius@seas.upenn.edu
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