![](https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=400&s=564b3a10328722461508fb6a7da4fc7c 400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=600&s=cdcc5ce23a1b75fee41d06be0c3d0462 600w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=800&s=8a85af3a996d24793f1c93a348fd7e42 800w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1000&s=3b12017275bb9bb4bcb19ba644963b77 1000w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1200&s=3e376e930d2e49560a1c12cf3f3e56a4 1200w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1400&s=63e251dd1e8f3624c0c8acc29b9228fd 1400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1600&s=9bdb438a4442e8bae9a166bbad96bc2d 1600w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1800&s=63203ed493e1334fab13f8ce52bd8ae4 1800w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2000&s=4cc039efae982ad737628570c8a6ce6e 2000w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2200&s=d5e1495c8a698e2b474cd05e60fab165 2200w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2400&s=841c8747f1eb0fe3d3138341a88ee00a 2400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Thumbanil-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2600&s=2da91d28e3225e4778d66d33e3e41a97 2600w)
Routes Home helps non-UK nationals who are sleeping rough in London and need specialist advice and support to resolve their homelessness. We supported them in finding new ways to help vulnerable adults off the streets.
![](https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=600&s=7a660b5ab83b16d3fc02e5a1edfbc1fa 600w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=800&s=af7a40983447175e5951ee2e1caf18f9 800w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1000&s=83eb0de353bb4096207e212547bfefb3 1000w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1200&s=0821bc3bb0e03a55a71ed95823380e46 1200w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1400&s=44102ad9f6ff34cc7d605ad8b839c5e7 1400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1600&s=5095c9f92d5aef3f8b8928454274f314 1600w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1800&s=385cb668184d8b5d7020a8c71a801b2a 1800w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2000&s=c06ff276fb0e826fbb473c5da31bce85 2000w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2200&s=fc59719b9e9869bf7a64f005c24e1af3 2200w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2400&s=3dd3d61d227bb6e7c741039cc487b6f1 2400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit-St-Mungo-Landscape-1.jpg?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2600&s=8de089b96ff2af2c5cc894e6db3c652a 2600w)
Routes Home is a service commissioned by the Greater London Authority and run by St. Mungo’s. They asked Designit for help understanding and improving the complex process of connecting their clients with services and benefits, and rebuilding their lives.
Finding a permanent and safe place to live can be a complicated and lengthy process, involving many different organisations and people across the globe, from health and social services, to other charities, and family members. Routes Home had never fully mapped out the extent of their service’s role in a person’s journey, and needed a better overview of the process – and wanted a deeper understanding from both the Routes Home team and their clients’ point of view. Through shadowing and interviews with both staff and clients, we helped Routes Home map the whole journey an individual might take. By defining actors, touchpoints, pain points and feelings for each step, we uncovered three key challenges and opportunities for improvement.
Some clients felt a ‘shock’ to the system after voluntarily returning to their home countries and struggled with a number of day-to-day activities, such as paying bills. Pre-paid postcards could help clients stay in contact and receive support throughout the transition. We also suggested the team create an online database to quickly check a client’s rights and benefits in their home country or the UK, without having to wait on slower third parties. Lastly, the team wanted to help clients be involved more fully with the process of exploring their options and identifying the best route off the street. A deck of cards could break down the complex process of finding a safe and permanent place to live, and facilitate conversations between clients and Routes Home staff.
![](https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=600&s=8469dc1d1cd422d7ba4ee790f5e22866 600w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=800&s=b9b1962cc2cfbac357dea8ebf73156c2 800w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1000&s=6f9dfd1ef20ca00fd98d11f0e34be6bd 1000w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1200&s=b8d478e5af9eb784be7cbcee21634b6c 1200w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1400&s=8c935eb5687f3936c6f93804195c4e6f 1400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1600&s=9620ed2cf16ca2cd8f80d25d2b31b2a9 1600w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1800&s=2a7ce792f578303a8dcfd4004b37d507 1800w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2000&s=e8593b22444ba3015a969bb5f09d2a17 2000w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2200&s=a0b95d8ac6a685eee2eb8ac64b28dad0 2200w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2400&s=41083a6a4b9c3c176022808c1f1bf047 2400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-1.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2600&s=0094a46985d8a562409b0822c645ea18 2600w)
![](https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=600&s=72d7941f9c62e89c0efdc54af3e34df8 600w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=800&s=8791d0c387301d7a77b74f7d78bb075b 800w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1000&s=c230f602f9de6333a21844a840ae2225 1000w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1200&s=317923c883986729b56ca63651b4542f 1200w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1400&s=9a074ab0940d6d65996cacee5962b85a 1400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1600&s=ae7c92470ab0d6488d43138d04e5559b 1600w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=1800&s=9d2bef48763d09a79e5378df3f5d2d13 1800w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2000&s=f74915786f1db29300bc2ec8ed0ca27e 2000w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2200&s=d56f0fd3067ee30d2649021394dd770a 2200w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2400&s=5752e9f66aa3b004725d9f009920f8b3 2400w, https://designit-web.imgix.net/images/Case-studies/St.-Mungo%27s/Designit_St-Mungo-Illutration-2-ORANGE.png?auto=compress%2Cformat&cs=srgb&fit=clip&q=90&w=2600&s=ef602d96b4938d4a23793a3d808bd388 2600w)
The three concepts were presented at an international conference on homelessness as best-practice examples of user-friendly and high-impact tools. St Mungo’s has selected the facilitation cards to use across their services, and throughout the UK, and is securing funding to bring the concept to life.
SDG 1: End poverty in all its forms everywhere
Routes Home supports non-UK nationals in finding a safe and permanent place to live and rebuild their lives.
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Details
Client
Project team
Contact info for Alexander Nisbett
Strategic Design Director,
London
Contact info for Gustavo Burnier
Managing Director,
London
Contact info for Matthew Byrne
Senior Designer,
London
Get in touch
![](https://designit-web.imgix.net/images/People/London/LON-Alex-Nisbett-1.png?auto=compress%2Cformat&crop=focalpoint&cs=srgb&fit=crop&fp-x=0.5&fp-y=0.5&h=493&q=90&w=400&s=d9ea46bc933b04582fe9e18fc81c2694 400w, https://designit-web.imgix.net/images/People/London/LON-Alex-Nisbett-1.png?auto=compress%2Cformat&crop=focalpoint&cs=srgb&fit=crop&fp-x=0.5&fp-y=0.5&h=739&q=90&w=600&s=17479ab47d313a75d103d0d2b2834fa8 600w, https://designit-web.imgix.net/images/People/London/LON-Alex-Nisbett-1.png?auto=compress%2Cformat&crop=focalpoint&cs=srgb&fit=crop&fp-x=0.5&fp-y=0.5&h=986&q=90&w=800&s=1a0d30dad5a92ee3612317f0a2cf63c4 800w, https://designit-web.imgix.net/images/People/London/LON-Alex-Nisbett-1.png?auto=compress%2Cformat&crop=focalpoint&cs=srgb&fit=crop&fp-x=0.5&fp-y=0.5&h=1232&q=90&w=1000&s=7984078460fb61cb715c3e28e9413876 1000w)
Alexander Nisbett
Strategic Design Director,
London