A Platform of Possibilities: Helping Homeless Individuals Reclaim Their Futures

A Brief Story on Growing as a Human

“Wow, I wish I could do that.” They went on about how their lives might’ve been different “if only” they knew how to do that. It took me a moment to realize “that” was me typing on my laptop—something I’d always taken for granted.

In that moment, I realized typing is not universal. It’s a privilege.

This gut-punch moment reminded me of my responsibility as the lead designer for this project: to ensure technology empowers, not alienates.

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The project involved designing a digital platform to help homeless or at risk individuals regain stability—providing access to resources around the city for housing, job training, and mental health support. Our client already had a paper-based pilot and wanted to digitize it to reach more people. The challenge was ensuring the app felt intuitive and empowering while addressing users’ diverse needs and capabilities.

Prepared? Not Even Close

A few years ago, I had a similar feeling of uncertainty, but this time, the stakes felt much higher. I had attended a jam event with a fellow designer. The event brought together people from Vancouver’s Downtown Eastside and problem-solving enthusiasts, all brainstorming how to improve resources and support for a stigmatized community.

It brought me face-to-face with the realities of marginalized communities.

The experience left me gasping for air. One word can sum it up: suffocating. I didn’t know such emotion could run through a person. I’d seen intense movies like Everest and thought I understood pressure, but nothing compared to what I felt in that room. I was unprepared. I had no words, no solutions, and no idea how to approach such a weighty responsibility. I didn’t know if I was the right person to be there. How could I help without making things worse?

Dignity by Design

Our task was to digitize a paper-based tool that supported housing, job training, and mental health for individuals rebuilding their lives. The original format resembled a workbook, guided by social workers. Digitally, we needed to provide that guidance without the stigma of a “homework assignment.”

After our initial interviews, I quickly determined that the format of our paper editions would not serve well digitally. With a digital product, that hand holding aspect would not be possible. The app would not work well if we maintained the self-serve format of the workbook. We needed to provide more guidance to help the users navigate the app and their options and create a sense of accomplishment along the way.

We also had a great opportunity with the resource handbook. We mapped each user goal to relevant resources, creating a personalized experience. The app also offered a sense of accomplishment through guided steps, making it easier for users to navigate complex systems independently.

Chatnels

To further enhance accessibility, I identified an opportunity to adapt our agency’s chat-based software, Chatnels. Its conversational interface helped users engage with goal-setting naturally, while its directory feature streamlined connections to resources. These tools reduced barriers and made the app feel approachable and supportive.

A Personal Bonus

At the start of our collaboration, the client was understandably cautious. The demographic we were designing for presented unique challenges, and they wanted to ensure we approached everything with care. Through open discussions, thoughtful exploration, and an inclusive process, we gradually eased their concerns. By the later stages, they trusted us completely.

I led discovery sessions with them to define the app’s characteristics. We conducted gut tests, interviews, and explored art directions to align on what we wanted to achieve. During one of our calls, as I was trying to gauge the personality they envisioned for the app, their project lead said, “Maybe something like you? You exhibit the friendliness and warmth I think would be perfect for the app.”

I blushed—not what I expected. Apparently, my attention and patience in including them at every step of the process created a comfortable and safe space.

The compliment caught me off guard, but it spoke volumes about the power of creating a collaborative, welcoming process. It wasn’t just my efforts—it was the team’s openness and shared trust that made it possible. This experience reminded me that great design isn’t just about crafting solutions—it’s about fostering meaningful connections along the way.