This thesis explores the development of a future framework designed to address the complex and multifaceted issue of homelessness in The Hague. The future framework aimed at creating sustainable, user-centered services. With homelessness on the rise due to factors such as migration, economic instability, and housing shortages, there is an urgent need for innovative, forward-thinking solutions. This research was conducted in collaboration with the D&K advisory team of the Municipality of The Hague, focusing on the reframing of current approaches to create a more comprehensive and effective service design for those at risk of homelessness.

The methodology employed includes the Reframing Method, a design approach that encourages stepping back from conventional perspectives to explore new possibilities. The research involved extensive interviews with experts, observations, and literature reviews, which were synthesized into a future framework that anticipates the needs and challenges of the homeless population in 2035. This framework serves as the foundation for designing services that are not only reactive but also proactive, aiming to prevent homelessness before it occurs. The framework organized the information and resulted in the development of a service design called FliptheScript. The design specifically addresses one of the coping mechanisms identified in the framework. This service aims at early prevention of homelessness by focusing on people who stagnate because of shame, caused by financial issues.

The service design, FliptheScript, was subjected to user testing, which provided positive evidence of its effectiveness in improving the personal narrative of the test subject. The tests revealed that the design successfully engaged users and addressed key challenges identified in the research.

The outcomes suggest that a forward-looking, framework-based approach can significantly enhance the delivery of municipal services, making them more adaptable and responsive to the needs of vulnerable populations. The project demonstrates that integrating such a framework into the design process can lead to more effective interventions, which can be crucial in preventing and addressing homelessness. The findings suggest that by adopting a long-term perspective and focusing on the broader social context, municipalities can create more effective, user-centred services that address the root causes of homelessness. The project concludes with recommendations for further development and an assessment of the overall process, providing valuable insights for future research and design in this critical area.