Summary
Instant answers for people on probation

Client Catch 22 & UK Ministry of Justice

Year 2022

My role Service Designer main client liaison for vulnerable people

Supervisor Huda Judah Armani

Skills & Acctivities

  • User research & interviews knowledge management, structuring meaning simplifying critical information to bridge knowledge gaps in probation services

  • Participatory design facilitated 2 major workshops with people on probation, probation officers, justice system stakeholders to ensure relevance and accessibility

  • Journey mapping visualizing the probation journey on a lunchbag to identify pain points, gaps in knowledge, & opportunities for our intervention

  • Service blueprinting mapping interactions between probationers & probation services to improve clarity, reduce recall rates, & enhance trusted communication

  • Prototyping & iteration we where developing, testing, & refining QuickFacts through feedback loops with end users and stakeholders

  • Stakeholder collaboration working with both Catch 22 & the UK Ministry of Justice to align solutions with existing services & policies

  • Content design & information architecture designing easy to understand, structured, & accessible guides to improve information retention for the level of literacy rates

Mission

QuickFacts is a collection of guides designed to address the most common needs and inquiries of people on probation before, during, and after their journey. The initiative seeks to close the knowledge gap that often leads to unnecessary recalls, providing clear, accessible, & up to date information. The aim is to empower individuals with a better understanding of their conditions and obligations while fostering trust between probation practitioners and those on probation

This project was developed as part of a collaboration with Catch 22 & the UK Ministry of Justice to build an alternative service to the recall pilot system. The intervention specifically targets individuals who pose no threat to society or themselves, ensuring they receive the right guidance instead of facing avoidable incarceration

Numbers

  • Nearly 6,000 people are recalled annually due to a breach of license terms, costing the UK government an average of £17.1 billion per year as of 2023

  • 72% of recalls result from non compliance rather than reoffending

  • 28% of people on probation are recalled due to failure to keep in touch with their probation officer

  • 41% of recalls involve a charge of further offending (this was what we dove into)

  • 23% of recalls involve failure to meet other requirements (we wanted to understand why)

How it Works

QuickFacts functions as a structured and accessible guide to help people on probation navigate their journey more effectively. The system addresses the primary challenges faced by individuals & their probation practitioners, filling knowledge gaps & reducing the likelihood of unnecessary recalls

  • Easy to understand content Information is presented in a simple and digestible format to ensure clarity

  • Direct source communication the guides offer verified, official information to build trust between probation practitioners and people on probation (we dont want prison gossip)

  • Regular consistant updates content is continuously refined based on feedback & emerging needs

  • Reassurance at every step QuickFacts provides guidance throughout each touchpoint of the probation process

As part of the onboarding process, navigation mentors provide QuickFacts brochures to people on probation to help them prepare before their release. The guides equip them with essential knowledge about license terms, compliance requirements, and available support systems. If individuals require further clarification, they can discuss their concerns during probation sessions, ensuring an open & supportive communication channel

In addition to the core informational guides, additional topic specific booklets are introduced at key stages of the probation journey. For example, a Community and license understanding guide is distributed before release to help individuals reintegrate into society and prevent information overload

Impact

QuickFacts plays a crucial role in reducing unnecessary recalls by bridging the information gap that often leads to breaches of probation terms. By fostering clearer communication and improving knowledge retention, the initiative benefits both probation practitioners & individuals on probation, ultimately reducing costs and enhancing rehabilitation outcomes

My reflection

One of the hardest and significant challenges in this project was addressing the systemic communication gaps between probation practitioners and those under supervision. Many individuals were recalled due to misunderstandings rather than intentional breaches, highlighting the need for clearer, more accessible information.

Through co-design workshops, participatory research, and continuous refinement, QuickFacts has evolved into a dynamic tool that not only educates and also empowers people on probation to successfully navigate their journey without unnecessary setbacks. The ongoing feedback loop ensures that QuickFacts remains relevant and responsive to the needs of those it serves. It was the hardest and most rewarding project to date.

Credits



Catch 22, UK Ministry of Justice, Probation Practitioners & People on Probation, Priyanjali Rane, Nini Lin, Yuxin Wang, Cihong Song