Pivoting from a waitlist to a notification system
To combat late cancellations to donation appointments a waitlist concept was created so that donors could nominate a day and time that they would like to donate and then go on a waitlist for that time. Some early research was conducted to test this concept such as rounds of surveys and a live pilot using the contact centre to put phone bookings on a waitlist and then callback donors to let them know that their desired time had become available.
We looked into how we could adapt and improve this process for self serve channels to ensure donors could get their desired time and to fill in times that would otherwise be open due to cancellations.
Some key steps for Notify Me
The problem
The aim of interviewing the Union organisers and HSR’s using OHS help was to understand their behaviours and attitudes around the hypotheses “HSR reps don’t have enough information around OHS issues” and “It’s difficult for HSR reps to get in touch with their union” which solving was to be one of the drivers for success.
I asked open questions as not to lead the interviewees and try to get them in their own words to describe their process’ and how they feel around OHS and their experience with the unions.
The aim was to cast the net wide, and then narrow the information I got down through synthesis.
Approach to user research
The aim of synthesising our research findings was to find themes and commonalities amongst the results of the interviews. We could prove/disprove or add to our original hypothesis by starting to find the real problem points or gaps for our users and then work on how to address them.
By compiling the research we could also understand common process and behaviours and where OHShelp can either fit in to or improve the current state.
Method
Verbatims from the interviews were documented and grouped into themes and then those groups are grouped if possible and so on until there are key groups consisting of smaller groups.
The pivot and findings
The summary of findings was a direct result of synthesising the research. The summary was a pack with details of the research (Subjects/area/gender etc). The pack included themes and insights of behaviours and attitudes and also solutions to help observed pain points or improve process. The final pack was intended to be circulated widely through the ACTU and I hoped that whilst the main purpose of the pack was to drive the design thinking, anyone should be able to read it and understand the nature and results of the research.