Service Design Audit

A free service-design audit for drug and alcohol, housing and frontline teams to identify unnecessary friction in access, waiting and re-entry.

Private in-browser tool

Use this with a team when you want to examine the environment around engagement instead of explaining missed contact only as motivation or compliance.

01How obvious is the first route into support?Look at referral steps, contact options, language and what someone must already know.02Where is the first avoidable point of friction?A form, wait, hand-off, eligibility step, travel demand or repeated explanation.03What happens after a missed appointment?Is re-entry simple and visible, or does absence make the route back harder?04Where could sensory or emotional load be reduced?Consider reception, waiting, privacy, noise, uncertainty and information density.05Which access need is easiest for the service to overlook?Think about time, transport, digital exclusion, language, cognition, disability or caring responsibilities.06What is one service-design change the team could test?Choose something observable enough to review after a short period.

What next?

Keep the next step useful

Explore another free toolStay with the website and try a different part of the method. →See what the complete workbook addsMore than 50 write-in tools plus the full 30-day approach. →Find professional training for your teamBring the framework into practice through live Zoom or Microsoft Teams training. ↗