Access to healthy food is critical not just for people, but also for the pets they love. This study shows how a Human-Centered Design approach helped Ellie’s Pet Food Pantry, a community service offered by the Humane Animal Rescue of Pittsburgh (HARP), improve distribution, reduce stress and build stronger relationships with patrons, all while centering the needs of pets.
Human-Centered Design (HCD) is a repeatable, creative approach to problem solving that brings together what is desirable from a human point of view with what is feasible and economically viable. By implementing HCD methods, listening to patrons and designing processes that reflect real-world challenges, the pantry delivered 35 tons of food more efficiently, supported better pet care and increased staff engagement with low-income patrons. This approach offers a model for other community programs addressing food insecurity for humans and animals alike.
Key Insights:
- Human-Centered Design methods led to solutions which reduced stress and waiting times for both patrons and staff at Ellie’s Pet Food Pantry.
- Centering pets’ needs first on order forms helped staff deliver food that better matched animal preferences.
- Transparent communication and consistent volunteer training built stronger relationships and trust with patrons.
- Implementing low-cost, rapid changes led to more efficient distribution of 35 tons of food into homes.
- Engaging staff in the Human-Centered Design process increased curiosity, creativity and ongoing improvements for both human and animal health.