The ethical use of friction in services – A Homes for Ukraine Case Study.

Session type:

Case Study

Presented by:

Jess Kyriacou

Social Finance

Georgia Hill

Social Finance

Millie Devereux

Social Finance

Session time:

28 Sep 15:15 — 16:15

Session duration:

60 minutes

About the session

We are presenting a case study of the Homes for Ukraine service developed by Reset and Social Finance. Homes for Ukraine is an ethical matching service for those fleeing Ukraine and seeking matches to resettle in the UK. We will talk about the complexities of designing an incredibly important, scalable solution at speed, and about how during development of this service, we’ve acknowledged the need to include ‘necessary friction’ in order to safeguard those who need it most.

Themes: Service design, Friction, User research, Ukraine, Civil Society

About the speaker(s)

Millie Devereux

Mille joined Social Finance in 2022 to lead the human-centred design and research function.

She is a senior design researcher and behaviour change specialist passionate about designing and prototyping services based on a deeper understanding of people's needs, experiences and behaviours. She has a strong interest in bringing creative participatory research methods to policy, communication and service design.

Millie joined Social Finance from the Government Digital Service, where she was a Senior User Researcher. Before this, she worked at the Behavioural Insights Team, where she led behaviour change projects across the policy spectrum, from gender equality to peace building.

Pronouns: She/Her

MillieDevereux