New technology that aims to tackle the systemic and societal problems face challenges bringing together diverse stakeholder perspectives effectively. We evaluate how an emotion-led approach, with a Living Lab process may be effective in these situations. We discuss findings and their implications for this in the context of the development and ongoing maintenance of a web app called "Ask Izzy". Ask Izzy supports people who are homeless or are otherwise disadvantaged by providing information and consequently improving their everyday life and wellbeing. We present a mixed-method evaluation of the web app: firstly, we evaluate impact of key design decisions upon engagement. Secondly, we conducted semi-structured interviews with 30 participants who are either homeless, ex-homeless or service providers and used content analysis. Then we demonstrate that our emotion-led approach brings a novel perspective on concerns from key actors influencing the refinement of the app. The results section outlines emotional goals such as a feeling of control that were important to consider in order to meet the needs of both end users and the wider service provision network. Our study provides recommendations and an approach that may inform others in developing and delivering similar health care and related systems and services.
Keywords: Homelessness; emotion-led design; healthcare service innovation and it; it design and development methodologies; living lab approach; mixed-methods research design; socio-technical systems; thematic analysis.