Human centered service design

Hatch is a platform for climate refugees that unifies access to all their available opportunities from private companies, NGOs, and government organisations. Hatch supplies climate immigrants with personalised services, providing what they need, tailored to them as individuals and their unique situations.


01. Background

Shifting coastlines and more extreme temperature and precipitation patterns are reshaping the boundaries where humans can lead fulfilled lives. Just as other species are migrating up in elevations and latitudes, so too are human populations shifting, migrating away from at-risk areas to set-up new lives in more climate secure areas. Recent studies paint an outline of what these futures could look like—millions of people are predicted to migrate internally within their countries, primarily moving towards urban centers, while an additional group of people will migrate across borders to entirely new countries. Europe alone could see an increase from 28% to upwards of 188% in asylum requests from environmental refugees by the end of the century.

By 2050 about 250 million people will be permanently displaced because of increased risks to their livelihoods due to the direct effect of climate change (droughts, rising sea levels, desertification, etc.), or rather the amplifying effects of climate change on conflict and violence.

From: https://news.nationalgeographic.com/2017/12/climate-change-migrants-refugees-european-union-environment/

From: https://news.nationalgeographic.com/2017/12/climate-change-migrants-refugees-european-union-environment/


How will an increase in migration at this scale, both internally and across borders, affect cities like Copenhagen? What future services can we imagine to help people propelled away from environmental catastrophes better integrate and flourish in a new city?

These were some of the questions out team faced. We were then asked to explore complex systems, questions and opportunities, envision desired futures, and then design and prototype services that help communities in Copenhagen transition to futures where there is better support for climate migrants.


02. Research

The team planned and conducted research consisting of:

1. In-depth interviews with people who experienced huge natural disasters (Hurricane Sandy, Hurricane Maria, and Santa Rosa Fires)

2. In-depth interviews with the organisations that work with immigrants and refugees (DFUNK, KVINFO, Sjakket, Global Hagen Cafe, and AHHA!);

3. Intercept interviews with refugees and newcomers at International House, Nørrebro Library, and Trampoline House.


The team gained extremely meaningful insights from the interviews. Some of the quotes that stood out were:

Project Images-07.png
Project Images-08.png

To summarize, it’s hard for newcomers to navigate opportunities to integrate. There are many services that are provided by the state, private companies and NGOs but are often muddled and disunified. This dynamic makes it overwhelmingly hard for newcomers to have an understanding of and access to all the available opportunities. This combined with the stress of moving into a new country and traumas of leaving their homes and belongings behind can make the integration process seem extremely daunting.

Screen Shot 2019-01-22 at 5.13.16 PM.png

03. Opportunity area

After multiple interview sessions and meetings with refugees affected by climate change and employees from organizations working in this field, the team was able to distill the following opportunity area:

Project Images-10.png

04. Proposed service

Project Images-09.png

Hatch is a personalized, government-sponsored service that helps new refugees feel well-connected and optimistic about their future in Denmark. Hatch hand-delivers a customized welcome kit, and connects them directly to a select network of organizations.


05. Value

Project Images-11.png

06. Service blueprint

Project Images-12.png

07. Service touchpoints

The service is built around two key touchpoints. A welcome box that is personalized to the users and their families with necessities and items that can help facilitate the transition. The second touchpoint is a companion app that can help refugees manage their communication channels and also serves as a help guide. Hatch will match the user with a selected network of organizations, providing programs and services for integration, volunteering, and employment. Furthermore, the system assists in getting into contact with organizations — consolidating conversations and meetings in one place — transforming a once-complicated process into a friendly and personal experience.

A chatbot which uses natural language processing to answer any questions regarding the service or other services available to them by the Danish government and other non profit groups. The app also collects feedback and answers that helps Hatch personalize the box even further.


The Hatch app


The box

The box comprises of items that could help refugees initiate their transition into Denmark. The items are highly personalized based on every individuals situations. Hatch partners up with local government agencies, brand partners and businesses to source some of the items in the box. For example, the box comes with travel cards (rejsekort) for every individual with ample amount of balance for them to travel around the city for a few weeks. Lego blocks and crayons are provided in the box if the users have young children in their families. This is help ease their transition and make refugees feel more connected with the Danish society.

The box would be sourced from IKEA which is made of fully recycled plastic.


Hatch was shortlisted for the 2019 IXDA awards for 2 categories - connecting and optimizing


Team members: Abhishek, Juliana, Raphael, Rina and Sareena