BIMA Awards

Product and Service Design: Conscience | Call in Time – a digital service to support befriending for the elderly

by Webcredible Ltd for Age UK

Project information

Webcredible Ltd worked with Age UK to digitise their invaluable befriending Call in Time service, where older people are matched with volunteers. This service is such an important lifeline that a team at Age UK have been matching and scheduling calls manually. This meant a high quality, but unscalable service. Working collaboratively with the Age UK team over 2 weeks, Webcredible Ltd produced a clear service design blueprint. Within this time, they created prototypes and tested the service with real users. In short, the tool was developed in an agile, iterative way in response to user behaviour. They also designed a digital training toolkit to ensure that volunteers can deal with common issues and difficult conversations. The call connection technology means numbers are never shared, keeping the relationship safe. Calls are recorded for safeguarding, and will soon be transcribed and scanned by a machine-learning algorithm to spot early signs of risk.