My Work: Client Project
Reach Your Potential
"We had an idea of these problems but we weren't sure what exactly they were or how to tackle them. The way you presented the findings and solutions through your design artefacts really gave us so much more clarity on the situation and what we needed to do next"
Telaine Cowdrey
Head of Learning and Development, Reach Foundation
Design Process Summary
Reach is an organisation that supports, guides and helps young people reach their potential and develop the necessary skills to kick start their life through workshops and camps conducted around Australia. Needing to upscale their operations to reach more vulnerable communities, they needed us to help them find areas of improvement in their current training system for their facilitators.
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Competitive & Comparative Analysis
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User Interviews
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Surveys
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Empathy Map
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Affinity Map
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Archetype
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Problem Statement
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Because X, they need Y
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System Map
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Design Studio
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Feature Prioritisation
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Usability Testing
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Wireframing
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Prototyping
Methods Used
Design Tools
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Figma
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Mural / Miro
Team
Jessie Deng
Joshua Zhang
Natalia Rodrigues
Duration
3 weeks
Project Type
Team Client Project
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Providing consistent opportunities, resources and support!
Using multiple design studio sessions, we narrowed down recommendations into 3 categories that would aim to provide:
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More consistent opportunities
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Accessible resources
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More supportive system for FIT and FACs
Keeping the business needs in mind, we used a prioritisation matrix to prioritise recommendations based on the highest impact and lowest risk/cost to show Reach the best way to start implementing changes.
Our solutions are the start of change
Our solutions and recommendations helped Reach Overall, the client was extremely excited by our recommendations and found clarity in the way we had prioritised implementation. Our findings and recommendations moved Reach to open up further discussions with internal teams to consider logistics to implement improvements and use recommended strategies to support to their facilitators.
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Key Takeaways
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You always learn something new from everyone, even your client!
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Embrace change and be flexible because things won't always go as planned, however, ensure that it is communicated clearly with all parties to reach alignment.
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The full experience of being in the design squiggle can be extremely daunting, but have faith that it'll unravel by patiently following the research threads from user thoughts and client goals!
Service blueprint and journey mapping reveals frustrations regarding skill gaps and lack of support
Gleaning key insights from our interviews and research allowed us to view the process from a high point using service blueprints and journey maps to identify areas of improvement. This also helped the client to walk the staff journey and understand the problems that contributed to the bottleneck of talent.
It revealed that facilitators in training (FITs) and less experienced FACs felt frustrated by the inconsistent opportunities to practice skills, lack of accessible resources and general nervousness and discomfort of transitioning into a new workshop structure due to skill gaps. The root of these issues are all linked to their need to bridge skill gaps and develop skills which allowed us to create the Skill Seeker archetype and tailor improvements to their needs.
Navigating the training fog
Chatting with our client and researching the company showed that they were in high demand but there’s not enough of them to go around. It gave us context as to why they needed to scale - but why target the training process?
Hearing from stakeholders and consultants gave many different perspectives of how staff progressed within Reach which caused confusion about what the current process entailed.
However, we found clarity after synthesizing data gathered from user interviews with staff and Facilitators (FACs) about their experiences.
This helped us piece together a complete picture of the pain points in the process which all pointed to a bottle neck occurring in the progression from Facilitator in training (FIT) to FAC.
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Stay tuned for the Full Case Study (coming soon)