Status: Complete / Role: Lead UX Researcher
Getting started
The Volunteer Lifecycle Management (VLM) team was neglected for a long time due to resourcing and staffing constraints and failed to make substantial progress on most initiatives; they were primarily operating under the pretense of pure 'maintenance'. Eventually, the team was properly staffed and there was a need to create a working strategy that identified high-priority and high-impact initiatives.
I led a research discovery effort with both internal VLM staff and our responders through the course of a month, having various conversations with them to identify relevant themes that impacted their ability to carry out their tasks.
Responders were recruited based on segmentation:
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Non-trainees - applicants who were accepted into the program, but didn't sign up for training.
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Deferred - applicants who didn't complete their training.
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Late melters - applicants who completed their training, but didn't take their first conversation yet.
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Churned - applicants who haven't taken a conversation within the last 28 days.
Research for this initiative consisted mainly of:
- User interviews - thorough discussions with each user to understand their role and experience, including challenges they faced that impacted their time with us.