Project Type: Service Design (Proof of Concept)
Duration: Two Months
Role: Concept Development, Service Blueprint & Business Model Development
Challenge:
In large urban areas globally, the number of elderly residents over 65 is projected to grow exponentially by 2030. Due to hypervisibility and focus on younger demographics, the elderly tend to be overlooked and are particularly vulnerable to social isolation and loneliness owing to the loss of friends, family, income, and mobility. The ensuing depression contributes to elderly residents' tendency to retreat from engaging with the outside world, which has negative implications for their health and well-being.
Action:
1) Discover
Nearly one million residents in New York City 70 years and older face a multitude of challenges, including declines in physical health, social isolation, financial stress, and lack of access to civic services due to mobility issues.
Approximately 27% of elderly residents live in walk-up apartments above the first floor, limiting their ability to leave their apartments.
Post-it easel pad images from workshop sessions
2) Define
Conducted comparative analysis of solutions that addressed social isolation, as experienced by the elderly with mobility restrictions, and research methods used in nursing homes and assisted living facilities.
Found recurring use of pet therapy, in addition to human interaction, as an effective solution to address the issue. Studies show that interaction with animals alleviates depression, lowers blood pressure, improves cardiovascular health, and reduces the need for medication in older adults.
Problem Definition Statement:
"What approach works best to help elderly city residents
socially re-engage with their local community and
mitigate the damaging health effects of isolation?"
"What approach works best to help elderly city residents
socially re-engage with their local community and
mitigate the damaging health effects of isolation?"
3) Design/Develop
Using examples of positive scholarship uncovered during the problem discovery phase, the project was expanded as a for-profit business model that incorporated a secondary audience, dog owners, who seemed a natural fit for this engagement.
The business model reflects a partnership with the Good Dog Foundation, a New York City-based nonprofit organization, that would train dog walkers as therapy pet handlers and certify all client dogs as therapy pets. Additionally, a partnership with the New York City Department for the Aging would be used to promote free pet therapy visits to elderly residents. The dog-walking services would be marketed toward Millennial pet owners who want to give back to their community and often lack the time to volunteer. The service is proposed as a viable for-profit business that uses sustainable nonprofit partnerships to provide a service that improves the quality of life for the elderly in New York City.
B2C - Business Model Canvas reflecting Public-Private Partnership (PPP)
4) Deliver
The proposed solution takes into account a pragmatic implementation strategy, mechanisms for financing, and scalability to incentivize others in urban settings to emulate. "Therapups", a dog-walking service with an integrated pet therapy program that serves elderly New Yorkers with mobility issues. The service would provide daily walks for dogs and a weekly pet therapy visit with an elderly resident of the neighborhood. The free in-home visits provide the benefits of pet therapy to elderly community members while providing pets with additional attention and human interaction.
Result:
"Therapups" Dogwalking Service
Service Overview
(with social inclusion component for the elderly)
(with social inclusion component for the elderly)
Customer-facing website and mobile app
Service Blueprint
Blueprint of customer "on-boarding" experience
Outcome:
Core77 Design Award | Service Design
Select above image to view for project presentation.
Core 77 Design Jury Commentary...
We thought this project was great — connecting to two sorts of demographics or audiences that otherwise weren't connected, dogs that need walking with elderly who need companionship. It is a strong model that brings companionship to both parties and has the power to grow beyond just this example.
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