Engaging & Accessible Rehabilitation Services
A partnered project with Catch22 aimed at improving Finance, Benefits, and Debt (FBD) services for probationers. Research insights shaped the central question: "How might financial support for offender rehabilitation become more engaging and accessible?"
Services
Service
Partner
Catch22
Year
2024
As part of the MA Service Design programme at the Royal College of Art, this partnered project with Catch22, a social enterprise committed to building resilience and opportunity for people facing disadvantage, focused on improving Finance, Benefits, and Debt (FBD) services for individuals on probation in group settings. The goal was to enhance engagement, transparency, and accessibility, addressing key barriers to participation and effectiveness.
The research process involved interviews with Catch22 practitioners and empathy workshops with probationers, incorporating issue cards to identify pressing challenges. Several critical insights emerged:
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Low participation rates in FBD group sessions, influenced by a lack of relevant incentives and logistical difficulties.
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Frustration with the rehabilitation process, stemming from its unpredictability, inconsistent service conditions, and varying levels of officer support.
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The stigma associated with probation, which negatively impacted both service users and providers, further hindering engagement and progress.
Future Reintegration
Journey
To address these challenges, a portfolio of interventions was developed, offering a multi-faceted approach to increasing participation and reducing barriers:
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Break Barriers: O’Snap – a card game designed to challenge stigma, foster confidence, and empower service users.
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Bridge the Gap: Online Resources – an accessible platform to establish clear mutual expectations between service users and providers, simplifying financial education.
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Build Forward: Tiered Rewards System – a structured incentive model inspired by Maslow’s hierarchy of needs, offering personalised rewards ranging from hobby-related benefits to certifications supporting career advancement.
This ecosystem of interventions enhances financial support within rehabilitative services, making the process more predictable for service users, resourceful for providers, and ultimately contributing to a safer and more resilient society.
Team members: Viva Chanyam, Mila Krasteva, Payoja Goyal, Qiaoxuan Gao, Rachel Wang, Ziyan Song
