Case Study: Shelter improves housing support triage with Hive IT

Shelter improves triage with Hive IT after interviewing 55 users and stakeholders

The customer, Shelter, a UK charity focused on housing and homelessness, faced a challenge with its oversubscribed national helpline. They needed a unified triage system to assess the urgency of user needs and direct people to the appropriate service channel. Shelter commissioned Hive IT and a partner agency to conduct a discovery project to research user needs and identify solutions.

Hive IT conducted extensive user and stakeholder research to understand Shelter's services and user challenges. The solution involved providing a detailed report with key recommendations, including implementing a triage system across all channels, creating priority levels, and reducing service silos. The result was an evidence-based roadmap with defined next steps to inform Shelter's future project vision and empower its users. Hive IT successfully delivered a comprehensive analysis to help Shelter build a more effective and empowering service.

Shelter