Resource Bridge

Overview

Barriers to Bridges

I worked with my team to develop Resource Bridge, a community kiosk designed to address gaps in resource access for San Diego's unhoused population. Moving beyond standard city kiosks that prioritize business directories, building a human-centered platform focused on real-time shelter availability and essential service navigation.

Resource Bridge was designed to tear down this barrier by providing a physical, reliable point of access in the heart of the community. By removing unnecessary steps and confusion, this kiosk helps people quickly find accurate, up-to-date support in moments that really matters.

Focus

Resource access for San Diego's unhoused population

Output

A community kiosk for real-time shelter availability and service navigation

Research

Desk research, competitive analysis, and interviews with unhoused individuals and a PATH program manager

Testing

In-person interviews with a high-fidelity prototype

Problem Statement

The Gap Between Need and Access

San Diego faces a severe homelessness crisis with thousands of affected individuals, yet a massive gap exists in how people access life-saving resources. Current support systems rely heavily on inconsistent word-of-mouth or 2-1-1 referrals that suffer from long wait times and outdated information. For an unhoused individual, the lack of digital access and proper documentation becomes a wall, making it 10x harder to secure food, healthcare, and shelter compared to the general population.

Where the gap shows up

Research and Pain Points

Outdated information and paperwork turned help into wasted trips

I worked with my group to conduct extensive research through desk research, competitive analysis, and direct interviews with both unhoused individuals in downtown San Diego and a program manager at PATH (People Assisting The Homeless).

1. 01

   Limitations in accessing resources

   Interviews revealed limited awareness of available resources, heavy reliance on 2-1-1 and word of mouth, long travel distances, extended wait times, and outdated or inaccurate information online.

2. 02

   Barriers to support

   Individuals are disadvantaged due to limited digital literacy, language barriers, lack of translations, and the burden of extensive paperwork.

3. 03

   System inefficiency

   Manual logging processes contribute to long wait times, unclear document requirements, and misinformation. Combined with outdated information and language barriers, these issues often result in wasted trips and missed opportunities for support.

Design Features

What I Designed

After conducting peer reviews, I identified three core features to focus on for the kiosk.

1. 01

   User-Centered Experience

   Prioritizes quick access to essential services such as shelter, food, and healthcare. Users can scan a QR code to revisit information later, and clear, step-by-step instructions ensure usability across all literacy levels.

2. 02

   Efficiency & Accessibility

   Filters allow users to sort resources based on their specific needs, supported by a streamlined and intuitive interface for easy navigation. Multilingual support helps reduce language barriers and expands access for diverse communities.

3. 03

   Real-time Information & Availability Check

   The system provides comprehensive, up-to-date listings of shelters and services, along with interactive maps that display locations, distances, and public transportation routes.

User Interviews

Testing & Improvements

With the final set of design features, I created a high-fidelity prototype and conducted in-person interviews at a popular gathering area for unhoused individuals in downtown San Diego.

Patterns identified

• Low filter discoverability

  Most participants struggled to find the filter button.

• Conflicting affordances

  Users frequently mistook static information tags for interactive buttons and instinctively clicked on general content containers rather than specific action links.

• Interaction friction

  Occasional responsiveness issues and "false affordances" led to user frustration and repeated clicking during navigation.

• Positive aesthetic response

  Despite these usability issues, participants found the kiosk interface visually appealing and the content to be potentially helpful.

Design iterations

• Improve filter visibility

  Increase the visibility of the filter button to make it easier to discover.

• Clarify action labels

  Remove "Learn More," as users instinctively clicked the entire card; replace it with "Details" to better indicate interactivity and intent.

Updated design features

Notable iteration

Though not directly mentioned in user testing, I felt adjusting these sections would better clarify section differences. Revising the design and layout enhances visual hierarchy, helping users distinguish key information and navigate more intuitively.

Before

After

Lessons Learned

Collaboration and feedback shaped the product

Collaboration was the backbone of developing Resource Bridge. Working closely with other designers for the first time was both a challenge and a valuable learning experience. It showed me just how essential teamwork is, not just for dividing tasks, but for pushing ideas further and being able to create something truly impactful.

User testing and feedback played a major role throughout this project, shaping the final product in ways I hadn't initially anticipated. It truly goes to show that no matter how polished a design may seem, there is always room for iteration and growth. More importantly, it showed me that individual perspectives can only go so far, especially when designing for experiences I may never fully understand on my own. Meaningful design can only happen through direct input from the people who navigate those challenges every day.

Interactive Prototype

For the Curious

Physical Prototype

Beyond the digital design, my team and I were also tasked with building a physical kiosk prototype as part of the project.