User roles and permissions
- This artifact was created to visualize the proliferation of roles and permissions on the platform throughout the years; roles continued to change based what is needed to support the service without consideration for optimization.
User roles hierarchy (Affiliates)
- This diagram was created to represent the support hierarchy of each affiliate and their respective roles;. All of the organizations had different roles with different responsibilities, highlighting the lack of uniformity and lack of a unified clinical policy on how to best support texters in need.
User role personas
- These were created to document existing qualitative and quantitive data about the specific user role. Through documenting this data, the team was able to understand the user's pain points
Responder application flow
- This flow was created to visualize the steps that a potential responder went through and the communication messages that they received during their application process.
Platform coordinator diagram
- This diagram was created to represent the inconsistent workflows and responsibilities of each platform coordinator between affiliates. Even though they were described as the same role, it became clear that there was a lack of standardization as a result of individual teams reacting to the needs of their service.
Recurring user observations
- Recurring user observations of both supervisors and responders provided continuous learning opportunities for the team to do trend analysis.
