User Journey Mapping for people who experience domestic abuse - Case Study
The Aberdeen City Pathfinder project explored how Technology Enabled Care (TEC) can play a role in supporting the delivery of multi-agency services for people, aged 18+ who experience domestic abuse.
Objective
Given the traumatic and sensitive nature of the subject area it was vital concern not to re-traumatise people who had experienced domestic abuse. We therefore began our research with staff from both specialist and universal services and other stakeholders, so we could sense-check our findings and gain support to engage with citizens at a later stage.
What we did and how we did it
Interviews with individuals were carried out to build a picture of their journey and highlight key gaps, barriers or ‘pain points’.
In the interviews, participants were asked about:
- service delivery,
- referral pathways and
- practitioners' own experiences of delivering support.
We shared the resulting journey maps and insights with stakeholders and interviewees as transcripts, and in sense making workshops.
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Beyond the individual journey
From these individual journey maps it was possible to put together a high level picture of the different stages that a person may have to go through when they try to access support for domestic abuse .
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How journey mapping helped uncover problems
The journey maps, taken together uncovered as range of issues facing both citizens and stakeholders in accessing and providing support for domestic abuse:
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