To-gather: A hybrid service for student well-being and community integration, combining digital and physical touchpoints.

[ Type ] Service Design

[ Timeline ] 10-week service design project (Spring 2024)

"creating spaces to connect. with people. with place. with meaning."

To-gather is a hybrid service concept designed to support newcomers—especially students—settling into life in Umeå. Framed through the body-mind lens, the project recognises mental and physical well-being as deeply interconnected. By fostering meaningful engagement both digitally and physically, To-gather builds bridges between students, local communities, and the surrounding environment—turning campus into a true community hub.

Areas of Concern

Newcomers often experience a disconnect from place, people, and purpose—particularly in colder climates and university towns. Students may struggle to build social networks, adapt culturally, or find support for their well-being, leading to feelings of isolation and stress.

Who is The Client?

Our client is a student—likely someone new to Umeå—seeking ways to settle in and make the most of their time here. They may be excited about exploring a new city, but also feeling overwhelmed and anxious due to the influx of new information, unfamiliar faces, and unfamiliar experiences.

Stakeholder

At the center of our design is the student—often new to Umeå and navigating both excitement and overwhelm. Surrounding them is a diverse network of stakeholders who shape their experience.

Primary stakeholders like digital platforms, housing companies, activity coordinators, and designers directly support students through services and infrastructure.

Secondary stakeholders, including Umeå University and Umeå Kommun, provide institutional and public support.

Tertiary stakeholders such as Region Västerbotten and Visit Umeå contribute broader regional and promotional value.

Understanding this ecosystem allowed us to align our design with the needs and motivations of all actors involved in the student journey.

The ecosystem map illustrates the network of relationships surrounding the student, highlighting how various stakeholders—from direct service providers to regional institutions—interact to shape the student’s experience in Umeå:

• 🤝 Services: Practical support and offerings tailored to student needs

• 🧑‍🤝‍🧑 Community cohesion: Efforts that foster a sense of belonging and mutual support

• 💲 Money: Financial flows and incentives between stakeholders

• 📄 Resources: Shared data, tools, and infrastructure

• 🧑‍🤝‍🧑 Engagement: Participation and interaction between students and institutions

• ❤️ Connection with the campus: Emotional and relational ties that anchor students to university life

Our Approach: Co-Design

Activity & Engagement

To design for stronger student belonging and participation, we explored two perspectives:

From the Student's PerspectiveWhat factors contribute to students feeling connected to the campus and the community?This question helps identify the emotional, social, and structural elements that foster a sense of belonging—such as accessible events, inclusive spaces, and meaningful interactions. The co-design activities include:

• Wireframe: Students explored pictures of physical spaces and suggested activities.

• The Dream Scenario: They illustrated their ideal campus experience.

• Question Cards: Prompted reflections to gather deeper insights.

From the Organization's PerspectiveWhat truly matters in the recruitment process, and what are the common challenges?This inquiry uncovers both values and pain points in engaging students—whether it's visibility, relevance, timing, or competition for attention among various campus activities. The co-design activities include:

• Wireframe: Visual prompts helped organizations suggest uses for shared spaces.

• Journey Map: Mapped their recruitment process to reveal challenges and touchpoints.

• Question Cards: Gathered insights into values and barriers in student engagement.

These questions framed our stakeholder conversations and informed our design criteria for fostering engagement and inclusion. We envisioned:

• A digital app offering information, challenges, and events that encourage physical activity, social bonding, and mental well-being.

• A physical hub—a cozy, welcoming space on campus—where students can meet, study, join workshops, or simply hang out.

Key Features

• Smart Social Matching - Connect instantly with students who share your major, interests, or hobbies. Whether you're looking for a study buddy or a casual conversation, the app helps break the ice and build meaningful connections through tailored chat introductions.

• Community-Building Events - Discover curated events like cultural exchanges, cooking classes, support groups, language meetups, and creative workshops. Designed to foster belonging and cross-cultural connection, these gatherings help transform campus into a true community.

• Local Activity Map - Navigate your new environment with a dynamic map featuring local hangouts, seasonal activities, and cultural tips. Whether it’s the coziest café or the best sledding hill, we’ve got you covered.

• Career & Connection Hub - Bridge the gap between campus and career. Get matched with local organizations for internships, mentorship, and collaboration opportunities tailored to your background and aspirations.

To illustrate how the To-gather service supports newcomers throughout their transition, the following user journey outlines key emotional stages, goals, and touchpoints experienced by a fictional international student:

Stage	Touchpoints	User Actions	Emotions	Design Opportunities
1. Arrival & Orientation	Welcome email from university App onboarding screen Local Activity Map preview	Downloads app Sets preferences and interests Explores nearby cafés	Overwhelmed, curious, cautious	Simplify onboarding with empathetic prompts Use visuals to reduce cognitive load
2. First Connections	Smart Social Matching notification First Week Meetup invite Hub space on campus	Matches with peers Attends social meetup at hub Chats with new people	Nervous, hopeful, relieved	Icebreaker content in chat Warm hub design that signals safety and inclusion
3. Building Belonging	App event calendar Creative workshop series Career & Connection Hub feature	Joins weekly workshops Shares stories Explores internship opportunities	Motivated, engaged, inspired	Personalised event suggestions Clear pathways to meaningful local involvement
4. Deepening Roots	Co-design callout in app Mentorship match invite Feedback prompt	Suggests new event idea Becomes a student mentor Contributes map tips	Confident, empowered, valued	Celebrate user contributions Create channels for co-ownership and peer leadership

Goals

• Cultivate a sense of belonging among newcomers to Umeå.

• Support well-being through connection with self, others, and place.

• Encourage long-term engagement with the local community.

• Bridge digital and physical realms to foster resilience and inclusivity.

Impact

Fostered a deeper sense of belonging and well-being among students by building bridges between digital and physical spaces. The service supports long-term resilience, cultural adaptation, and community engagement through inclusive activities, shared knowledge, and career-building opportunities.