2026-09-12 · video
Casa Connect: shared case history for a support team
A pro bono case-management system designed to keep support records, follow-ups, and reports connected.
Casa Centro de Apoio ao Sem Abrigo supports people in Madeira with meals, family support, and help through homelessness. The work creates a history: support already given, a letter waiting, or an appointment to arrange. When that history lives across spreadsheets and conversations, a colleague covering reception has to reconstruct it.
Casa had no budget for a CRM, so I designed and built Casa Connect pro bono. The aim was simple: give the team one shared place to continue the work.
One record, continued by the next colleague
At reception, a colleague can see previous support, outstanding tasks, and the next action. They record the new support, mark a letter collected, or arrange a follow-up. Each action becomes part of the shared history, so the next colleague can continue without relying on memory or someone being available.
The system also turns the daily record into material for monthly reporting. It was designed end to end, including the interface, database, access controls, and reporting.
The video shows a narrative walkthrough. Its people and records are illustrative; it does not disclose service-user information. The video described six months of daily use at the time it was made, not a claim about current use today.
The design question was not which feature list looked most complete. It was how to make ordinary support work connected, recoverable, and ready for the next person.