Horn Park

A multi-neighbourhood trial of participatory behavioural systems mapping to develop new approaches to tackle digital exclusion of people over 60.

About Horn Park

Horn Park

Horn Park is a neighbourhood in the south of the Royal Borough of Greenwich which borders the London Borough of Lewisham.

Population:  3,196 people 

‍Age: Residents aged 60+ make up 18.5% overall

‍Ethnicity: 58.1% of people of White ethnicity, 4.2% of Black, Black British, Black Welsh, Caribbean or African ethnicity, 9.9% of Asian, Asian British or Asian Welsh ethnicity and 11.2% are of mixed, multiple or other ethnic groups.

‍Household composition: 22.3% of households are one person households 

Health and wellbeing:  In 2021, most residents (79.9%) reported good or very good health while the remaining were in fair (13.6%), bad (4.9%) or very bad health (1.6%). Fewer (18.5%) residents have a disability and 8.8% identify as an unpaid carer. 

‍Deprivation: 32.8% of households are deprived in one dimension, 19.4% in two, 8% in three or more. 

Digital Inclusion Challenge


Horn Park is a known area of high risk of digital exclusion when considering factors such as deprivation, education, health and disability, English as a second language, and income. Older people are also known to experience more isolation, and at present there is no active community centre in Horn Park. Royal Greenwich Council also recognises that community participation in Horn Park is low, compared to other parts of the borough.

Horn Park
Behavioural Systems map


Each neighbourhood stakeholder group defined a system objective for their behavioural system map. In Eyres Monsell and Gilmorton, mapping was undertaken to explore gaps in how technology is used, and where low skill levels may be creating barriers:Each neighbourhood stakeholder group defined a system objective for their behavioural system map. In Horn park, a key focus of mapping was to XXX and XXX.

Our goal is to reactivate connections and rebuild trust of older residents in Horn Park towards the Council and between one another by co-creating long-term, needs-led digital inclusion solutions that reduce isolation and foster a sense of belonging in a neighbourhood with limited community spaces and historical barriers to engagement.
plus

Over the course of four in-person and online workshops stakeholders co-designed a behavioural systems map of digital exclusion:

Mapping highlighted 6 key behavioural clusters:

  1. Understanding Barriers and System Coordination: this cluster illustrates strong relational assets and high momentum within the neighbourhood system and its coordinating Actors, but it is limited by fragmented insight into the scale of digital exclusion and uncertain sustainability of current projects.
  2. Accessing services: this cluster reflects a system where increasing digitalisation creates cumulative burden, driving disengagement.
  3. Healthcare: this cluster illustrates how digital exclusion intersects with healthcare access, with emerging but uncertain infrastructure attempting to fill systemic gaps.
  4. Community Hubs and Organisers: this cluster reveals a fundamental infrastructure gap, where the absence of inclusive physical spaces constrains engagement but also highlights some upcoming, promising community assets.
  5. Information Flows and Sign-Posting: This cluster shows a fragmented communication ecosystem, where local channels exist but may exclude the most digitally excluded.

“QUOTE FROM A PARTNER TAKEN FROM THE INTERVIEWS OR EVALUATION REPORT”

Jonas Muller

Family Therapy

A man with glasses sitting and talking to a woman holding a notebook, with green plants and a white brick wall in the background.

“Through the center’s guidance, our family has slowly grown into a refuge of peace. We speak with warmth and honesty now, letting all former tensions drift away today.”

Jake Patel

Family Therapy

Man in a pink checkered shirt sitting on a couch holding a glass of water and touching his forehead, facing a woman with a clipboard in a therapy session.

“Thanks to the clinic’s care, our space has softly evolved into a place of balance. We communicate with gentle respect now, leaving every old frustration well behind.”

Michael Chen

Depression Support

Left-pointing arrow icon.
Right-pointing arrow icon.

Geospatial Mapping

Geospatial mapping of Horn Park was undertaken to explore national and local datasets that may help to describe the nature of digital inclusion at the neighbourhood level, and to understand how this may support or conflict with insights from Behavioural Systems Mapping. 

Geospatial mapping revealed:

  • Poor accessibility to essential services and local assets, 
  • High prevalence of significant health conditions or disability among residents, and
  • Connectivity and infrastructure - weaker broadband.

These barriers manifested through Behavioural Systems Mapping as two overarching, behavioural outcomes: reliance on others or disengagement from digital service, which highlight:

  • lack of physical spaces and limited engagement pathways suppress digital participation. 
  • lack of dedicated community spaces, relying instead on information hubs e.g. a like the primary school. Key community assets, such as St Mildred's Church are located outside of the estate.

Community Engagement Insights


Horn Park residents were invited to attend a community drop in at St Mildred’s Church to share their experiences of digital technology and services. There participants highlighted several key insights:

  • Avoiding the internet and choosing to be offline is a choice for some, and requires targeted engagement and better understanding by service providers.
  • Use of digital technologies aligns with hobbies and interests e.g. accessing sporting news or booking travel. 

 
“If you spoke to me in 2012 I could have told you how to do everything.”
‍


“I’ve mostly stopped using emails as they have so many pop-ups that won’t close.”
‍



Engagement with Horn Park residents supported the project team’s understanding of digital exclusion in the neighbourhood, and fed into refinement of the final intervention blueprints.

Intervention Blueprints


As a result of the behavioural systems mapping exercise, the Horn Park project team developed a longlist of intervention ideas - which were further refined through spatial and community engagement data.  Find out more about these in our final report. 

Community-Based Informal Digital Support Hub: a recurring, community-based digital support offer at St Mildred’s Church, positioning it as a safe and inclusive space for older residents to access informal digital support and connect to other residents.

Intervention 1

Local Digital Champions: a structured peer-to-peer model to provide flexible, one-to-one digital support for older residents, delivered through trusted local Actors and settings. Champions offer tailored assistance across a range of needs.

Intervention 2

NHS App and Digital Healthcare Support: a targeted support to help older residents navigate digital healthcare systems, with a focus on the NHS App and related services (e.g. booking appointments or accessing prescriptions).

Intervention 3

Conclusion & Next Steps


The Royal Greenwith digital inclusion team intend to deepen their understanding of Horn Park by organising a follow‑up workshop or meetup with residents to validate the assumptions and potential interventions identified through the mapping process. The team will maintain close collaboration with the local public health steering group to identify further opportunities for engagement and ensure ongoing alignment with local priorities.