“Having a choice to live in a safe home is a luxury.”

TENDERLOIN HOUSING CLINIC
Mission

Prevent displacement of low-income families in San Francisco

Summary

In four weeks, I designed & coded a iOS app for tenants to make first contact with staff quickly as possible. Targeting 50,000 families housed in Tenderloin & South of Market.

My Role

I lead a group of 10 optimistic people learning to code for the first time. I was responsible for the strategy, execution and presentation.

Listen First

Prioritize for Impact

Learn their process
ACCESSIBILTY
Tenants have the highest affinity, but 20% don’t have cell phones.
AUTOMATION IS ABSENT
VELOCITY
3 to 4 weeks from when a violation occurs to date of correction.
6 to 50,000 ratio
ENGAGEMENT
Community demand is always outpacing their capacity.
LEGAL PERFORMANCE
RICH MEDIA
10x less disputes of issues when accompanied by visual evidence.
Learn their process

Paper Model

Obviously physical which makes it portable, easy to photocopy & accessible to those without computers or email accounts. Even with all these benefits, records are then inputed digitally.

Previous model, focused on manual paper tracking
IMPROVe THEir Operations

Automation Model

While this lowers operating costs, it also increases ROI for community members and gives back time to staff to work on the bigger picture.

Process of tenant flowProcess of staff flow
KICK-OFF

Whiteboarding & Planning

Sharing the insights, we quickly starting defining how we could solve this problem in 4 weeks. I lead a group with brainstorming, defining the problem space, unmet needs & core use cases. Simultaneously we generated a lot of ideas and solicited buy-in within the team.

whiteboarding at a team
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© 2020 David Luhman