Skip to main content

Service Design (MA)

Fanghui Song

Hello! I’m Fanghui. As a service designer with transportation design background, I have a great passion for human-centered design and experience innovation. I have undertaken various projects focusing on end-to-end user experience and service transformation in different sectors. I’m keen on discovering the transformative potential of design and translating user problems into business opportunities to create values for both customer and client. My area of interest lies in: digital transformation, strategic design, e-commerce, transportation innovation, etc. 


First Prize & Grand Challenge Prize | 10/06/2019 

Imperial College Business School Entrepreneurial Journey Contest 

Finalist Award | 21/10/2017 

SAIC Design International Challenge Competition 

First Prize | 27/07/2017 

PACE 2017 Collaboration & Innovation Challenge Competition 


My Portfolio


RCA Service Design Show 2020

Degree Details

School of Design

Service Design (MA)

“Ageing comes with transitions. Life goes on as usual, and then comes a point in time that we experience a change: be it in physical
fitness, social situation, or mental capacity. Transitions occur during each phase of the life course of an individual, but are definitely prominent in older age.” 


When seniors become socially isolated, they are more vulnerable when faced with challenges, especially during life transitions in their
later lives. As they age and go through cognitive decline, most seniors start losing their sense of purpose as well. Furthermore, seniors, who are being cut off from society, have limited access to basic services, such as transport and GP. The absence of regular human engagement can gradually lead them to loneliness- a major trigger for mental health issues.  


Surveys of ageing in England show that at least 10 percent of older people are isolated and a similar number report being lonely.  


Moreover, a Transform Ageing Report states that in the UK, by 2020, 47% of the population will be above 50 and 32% of the workforce
will be over 50 according to the Office for National Statistics. This leads us to think about the speed at which the UK is moving towards an ageing population and the increasing chances of social isolation occurring. 


With the outspread of the COVID-19, most of the seniors are trapped at their own homes, with few family members living around. There is a higher chance that they will become isolated from their surroundings and lack essential social connections.   


To help the seniors better tackle social isolation, I collaborated with Radhika Agrawal for my final project in RCA under the support of the Camden Council. We designed an age inclusive co-sharing platform, which aims to empower seniors to have a higher engagement within their communities, by utilizing residents' accumulated knowledge and interest to boost intergenerational engagement.  


You can view the project on my personal page. For more details on the design journey, please refer to  

Uncovering Gaps and Discovering Opportunities
Amongst Camden's social issues, social isolation is one of the most important problems within its neighbourhoods. More than 50% of seniors in Camden stay in one-person households and by 2020, 47% of London's working population will be above the age of 50. For my final project in RCA, I have collaborated with Radhika Agrawal under the support of the Camden Council to see how we can tackle social isolation amongst seniors.

To prevent seniors from feeling socially isolated and ensure a more sustainable ageing experience for them, we decided to start our intervention at an earlier stage, aiming to enhance their current social support network, "prescribing people to people".

We had meetings with Camden Council, Camden Older People's Day Service, NextDoor, etc, and conducted ethnographic research with potential users, through co-creation workshops and photo journals to understand their social support network better.

With seniors being perceived as vulnerable in society, their value is often neglected. But, while talking to them, we were stunned by the abundance of experience they have, over all their years of work and living life.

So, we found that there is a missed opportunity to reutilize senior’s accumulated knowledge and experiences to empower their social support network and enhance their sense of agency by boosting community engagement across generations.


Video, Paper, App


6 months

In Collaboration with:

I have collaborated with Radhika Agrawal for my final project in RCA under the support of the Camden Council.
ageingCo-sharingCommunity BuildingHealth and WellbeingIntergenerational EngagementLonelinessPublic SectorService designSocial CareSocial ConnectionSocial innovationSocial Isolation
Nurtur-An Age Inclusive Co-sharing Platform
Introducing Nurtur, an age inclusive co-sharing platform. We want people to see ageing in a new light. Welcome to a world where people don’t know you by your age, but by who you are, your experiences, your passion, and what makes you, you.

Street Poster

Nurtur comprises 4 touchpoints. First, we will use local seniors as our ambassadors to create awareness about their hidden value.

Seniors receiving Nurtur Pack at the comfort of their own homes

Nurtur Leaflet

Then, a Nurtur Pack is delivered to seniors' homes to help introduce the service to them. A leaflet is included in the pack, which also gives information on the street fair that will be happening in residents’ neighbourhood.

Community Map

Next, Nurtur’s Street Fair is used to onboard all neighbourhood residents. Here, residents have the unique opportunity to co-design their community activities through the community map shown. They will be able to share their skills and interests and see where they’d like to co-learn from each other in their neighborhood.

Nurtur App Interface

Nurtur App Onboarding Video
Nurtur has also launched an App, where Residents can continue nurturing their communities. It provides an easy way for residents to explore the neighbourhood and connect with the right people and places.

In order to make Nurtur accessible and inclusive to all age groups, we have created a video for Nurtur App to help seniors and other residents onboard the digital platform and learn how to navigate on the app.

Competitor Analysis

Looking at some of the existing services for seniors in Camden and London, most of them, being structured and fixed, leave very little room for seniors to define their own experiences. While our research shows that seniors don’t want to have a fixed weekly life. They want to be able to take charge of experiencing what they want, when they want to.

It is also essential to encourage people in their later lives to have engagements with people across ages, so as to maintain their cognitive abilities and confidence, and to keep the seniors in the track.

So Nurtur is trying to boost more intergenerational engagements for seniors and bring control back to them to enhance their sense of agency and let seniors define their own community living experience.

The Ecosystem of Nurtur

In Nurtur's ecosystem, local facilities and businesses will become the new meeting hubs. With increased brand exposure, local businesses will also provide more community-based events and discounts for Nurtur users as rewards.

Our source of funding comes from Tesco and Co-op. As active members of the community, they have community grants such as Bags of Help that we can apply for. Large chains like Starbucks, who have allocated budgets for CSR, would also benefit from collaborating with Nurtur.

Outside the community, Camden Council will monitor and support the whole system and share the experience with the other TRAs.

With the outspread of COVID-19, we noticed the increase in informal care and support that residents are providing each other in communities. We believe that Nurtur will connect people and places for more collective growth in the long run, and build more resilient and independent communities in the "new normal" era.

Nurtur's Benefit

Nurtur delivers an enhanced sense of agency for seniors and in the long run, promotes healthier and more connected lives. It is also a great way for other age groups to find meaningful support through low barriers. While also boosting local economies, Nurtur connects people and places for more collective growth. And for Camden, they achieve more resilient and independent communities.

Camden Council

Camden London Borough Council is the local authority for the London Borough of Camden in Greater London, England.


Previous Student

Next Student

  • Twitter
  • Facebook
  • Instagram
  • YouTube
Royal College of Art
Registered Office: Royal College of Art,
Kensington Gore, South Kensington,
London SW7 2EU
RCA™ Royal College of Art™ are trademarks
of the Royal College of Art