Working on Wicked Problems

What this episode covers

Noah Harlan, founder of Kiip (now part of FindHelp), explains how his software studio’s work on a flawed open-source data locker for NYC and Baltimore led to the creation of a case management platform for community-based organizations. He details the 'wicked problem' of administrative burden in social services, arguing that open-source infrastructure fails when it ignores the user experience of both frontline staff and vulnerable individuals. Harlan highlights specific failures, such as the misconception that homeless people lack phones and the bureaucratic traps that cause people to lose housing, and describes how Kiip’s simple, secure application helped a client avoid jail and secure stable housing.