**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.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F0jxZJINcnDELd20lIfoj%2Fc4707ae8-29b6-4cf5-a384-0c46b9c1738d.png?alt=media&token=fa1717e3-f703-45fd-ab0a-2a22ec09f7ba","id":"c4707ae8-29b6-4cf5-a384-0c46b9c1738d","width":892,"height":1494,"filename":"Screenshot 2024-08-19 at 10.53.08 PM.png","type":"image/png","caption":"Internal staff notes","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F0jxZJINcnDELd20lIfoj%2F7ab08318-03ad-428b-b4bb-8d1a7980c0bd.png?alt=media&token=3013c682-e76e-4a89-9052-6f05f89f80b3","id":"7ab08318-03ad-428b-b4bb-8d1a7980c0bd","width":10260,"height":15700,"filename":"VLM Discovery - Notes (responders 2.0).png","type":"image/png","caption":"Responder notes","border":false}]}
```

Responders were recruited based on segmentation:

* **Non-trainees** - applicants who were accepted into the program, but didn't sign up for training.

* **Deferred** - applicants who didn't complete their training.

* **Late melters** - applicants who completed their training, but didn't take their first conversation yet.

* **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.

Creating a product roadmap through research

**Status:** Complete (and shipped!) / **Role:** Lead UX Researcher

Access to the final product is gated behind a medical prescription from a medical professional, so all of the final screens are not available for viewing here. Please reach out to me directly if you would like to chat about this specific project.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2Fa0ef3576-a377-40f3-876f-fa63e5828ae3.jpg?alt=media&token=10be40c8-4c95-47db-9ebe-db35b0cd6afd","id":"a0ef3576-a377-40f3-876f-fa63e5828ae3","width":375,"height":812,"filename":"HL1.jpg","type":"image/jpeg","caption":"Example screens.","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2Fbdaa0d54-091c-4c5a-a543-19efdbe851ce.jpg?alt=media&token=3d4e38eb-c774-4c89-b9b1-0422688a62e5","id":"bdaa0d54-091c-4c5a-a543-19efdbe851ce","width":375,"height":812,"filename":"HL2.jpg","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2F3e88a14f-5457-496c-8874-efca4253a82a.jpg?alt=media&token=c76cd24e-2710-40da-950f-087ed0a9c497","id":"3e88a14f-5457-496c-8874-efca4253a82a","width":375,"height":905,"filename":"HL3.jpg","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2Fbee143c3-8c75-4dad-96ad-799dfb071190.jpg?alt=media&token=b3790a16-e8f1-447d-858c-deb53b287c01","id":"bee143c3-8c75-4dad-96ad-799dfb071190","width":375,"height":812,"filename":"HL4.jpg","type":"image/jpeg","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2F96165840-fe2e-4a13-aa25-a926f90c7760.jpg?alt=media&token=6f962117-d553-476e-8b45-e1887a393f67","id":"96165840-fe2e-4a13-aa25-a926f90c7760","width":375,"height":812,"filename":"HL5.jpg","type":"image/jpeg","caption":"","border":false}]}
```

**Final results:**

* **100%** completion in both comprehension and usability for **80%** of the available lessons.

* Post launch, there was an increase in **42%** first lesson completion.

## Overview

First lesson completion in reSET/reSET-O was incredibly low (<40%) due to a combination of outdated and stigmatizing language and lack of engaging content, leading to negative long-term results for patients in recovery and a lack of revenue for the company.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2Fc6c63294-f107-4f4f-8f40-86a39ed9ee01.png?alt=media&token=9a426db7-b4a3-4e42-8592-25d31b7e28fa","id":"c6c63294-f107-4f4f-8f40-86a39ed9ee01","width":700,"height":1246,"filename":"Screenshot 2024-04-15 at 8.19.30 PM.png","type":"image/png","caption":"Old lesson designs.","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2F0e05cbbe-7617-4cdf-b655-9acca5705d6f.png?alt=media&token=476dfa51-b475-4de1-ada5-8c7902dce18f","id":"0e05cbbe-7617-4cdf-b655-9acca5705d6f","width":698,"height":1248,"filename":"Screenshot 2024-04-15 at 8.19.39 PM.png","type":"image/png","caption":"","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2F5a9c0f3f-d813-44c8-9692-9304ae83d364.png?alt=media&token=5fe9480a-1812-45e1-ae4c-a0e6b78a566c","id":"5a9c0f3f-d813-44c8-9692-9304ae83d364","width":696,"height":1246,"filename":"Screenshot 2024-04-15 at 8.19.47 PM.png","type":"image/png","caption":"","border":false}]}
```

Research for this project consisted of:

* **Landscape analysis** - documenting existing lesson layouts and best practices.

* **Concept testing** - testing initial wireframes and concepts of lesson designs and layouts with patients to understand navigation and interaction patterns.

* **Usability and comprehension testing** - testing a complete, functioning prototype with patients to assess and document their understanding and usability of the final product to report to the FDA.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2F1bb8af26-8f02-48ed-9356-dcabe85fefbe.png?alt=media&token=2800b403-d791-4371-a3d8-e259a674dbc3","id":"1bb8af26-8f02-48ed-9356-dcabe85fefbe","width":1730,"height":1384,"filename":"Screenshot 2024-04-15 at 8.56.06 PM.png","type":"image/png","caption":"Overview of lessons prototyped.","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2Faf61eb3c-36a4-4171-8b83-bd7efc0dc5be.png?alt=media&token=70eb2b10-738b-4309-8d30-f7abba2b5a34","id":"af61eb3c-36a4-4171-8b83-bd7efc0dc5be","width":952,"height":434,"filename":"Screenshot 2024-04-15 at 8.53.14 PM.png","type":"image/png","caption":"Final lesson layout template.","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F2w71mAZKZ7ozoFUM8BnL%2F40a507e8-0573-4334-a262-63414d256071.png?alt=media&token=de703014-0791-4a80-aab6-edabdba357fb","id":"40a507e8-0573-4334-a262-63414d256071","width":948,"height":424,"filename":"Screenshot 2024-04-15 at 8.53.21 PM.png","type":"image/png","caption":"","border":false}]}
```

Increasing lesson completion for patients in addiction recovery.

**Status:** In development for MVP (Aug 2023) / **Role:** Lead UX Researcher

## Supervisors

Supervisors are clinical staff members who take shifts on the 24/7 platform to provide clinical support to responders; they are the individuals that directly contact emergency services and/or authorities when intervention is required as a result of safety. Supervisors typically oversee 20+ conversations at a given time **on top** of handling various workflows and tasks when they are on the platform. Due to the massive amount of multitasking required of supervisors, it was critical for our team to craft an experience that streamlined workflows, extended their overall capacity to multitask, and feel in control of their caseload.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2F1c4204ec-176e-4c4b-93f8-e93389d10580.jpg?alt=media&token=876c9d3c-ed91-49cd-af1a-4320d5a967b0","id":"1c4204ec-176e-4c4b-93f8-e93389d10580","width":1512,"height":1460,"filename":"Monitoring off; taking texters, consulting.jpg","type":"image/jpeg","caption":"Early concept for flexibility in roles and responsibilities.","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2F5bfb3a0b-21ba-4ab3-a5b1-b45d3fa66c02.jpg?alt=media&token=cd85b801-d820-4211-aa88-c7ce860da66d","id":"5bfb3a0b-21ba-4ab3-a5b1-b45d3fa66c02","width":1512,"height":1469,"filename":"Default Profile.jpg","type":"image/jpeg","caption":"Main supervisor view with supplemental information access.","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2F888f9308-9ef6-413c-bb03-0d540ad7cde4.png?alt=media&token=0fc33d29-7634-4a5d-a911-5bda127328ca","id":"888f9308-9ef6-413c-bb03-0d540ad7cde4","width":984,"height":922,"filename":"In-convo notifications (2).png","type":"image/png","caption":"In-convo message notifications with responders.","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2Fb3c8dfa4-0138-49b3-87f5-44e0e3730c80.png?alt=media&token=2cd6e826-cd8d-4a85-8fa1-987ee765d323","id":"b3c8dfa4-0138-49b3-87f5-44e0e3730c80","width":978,"height":980,"filename":"In-convo notifications (3).png","type":"image/png","caption":"Expanded in-convo message notifications with responders.","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2F2a2bddf5-186f-4153-8106-55c41c072084.png?alt=media&token=c3bc30a8-32b3-497e-aaeb-93d3b06b5d31","id":"2a2bddf5-186f-4153-8106-55c41c072084","width":1516,"height":1068,"filename":"Screenshot 2024-03-20 at 9.13.44 PM.png","type":"image/png","caption":"Pinning and flag notifications.","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2F2d92cac9-ce3e-420e-a9ab-b96518e9a236.png?alt=media&token=026a641e-765b-45ea-8c1b-2e82bff3fad2","id":"2d92cac9-ce3e-420e-a9ab-b96518e9a236","width":1516,"height":1070,"filename":"Screenshot 2024-03-20 at 9.13.52 PM.png","type":"image/png","caption":"","border":true}]}
```

Research on supervisors consisted of:

1. **Contextual inquiries / observations** - learning how supervisors find band-aid solutions to existing technological challenges, interact with the platform, and use tools to do their job.

2. **Foundational interviews** - existing challenges, behaviors, and needs that impact their experience as a supervisor.

3. **Concept testing** - exploring various interaction models to identify what worked the best for supervisors with their day to day responsibilities.

4. **Usability testing** - assessing concepts and documenting learnability and recognition of proposed designs.

5. **Co-design** - collaborating with our clinical team to craft a supervisor experience that streamlines task completion and prevents things from falling through the crack.

## Earlier in the process

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2F795e2a3a-6eb5-400e-a88b-707466ca5316.png?alt=media&token=1820ce8e-a028-4a75-9b62-7c52aa66968a","id":"795e2a3a-6eb5-400e-a88b-707466ca5316","width":2088,"height":1614,"filename":"Early concepts (1).png","type":"image/png","caption":"Early concepts","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2Ffc8dac88-246e-4179-bba2-9c6cca622a39.png?alt=media&token=d9d6c5f6-4fd3-438d-a115-b688af0cd889","id":"fc8dac88-246e-4179-bba2-9c6cca622a39","width":2224,"height":1592,"filename":"Early concepts (2).png","type":"image/png","caption":"","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2F2ba49bfd-a11e-40de-a6d1-09fe9e5a812e.png?alt=media&token=1ada8195-473f-48a6-9d8e-3a230c245bab","id":"2ba49bfd-a11e-40de-a6d1-09fe9e5a812e","width":2214,"height":1684,"filename":"Early concepts (3).png","type":"image/png","caption":"","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2Fa428bf6e-fb01-405c-b73b-f041cf091483.png?alt=media&token=b9978e03-5dd3-4845-8549-aaa2649b9596","id":"a428bf6e-fb01-405c-b73b-f041cf091483","width":2400,"height":1294,"filename":"Early concepts (4).png","type":"image/png","caption":"","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2Fa30158ac-232e-48d4-895e-2dc206dea192.png?alt=media&token=54d4c80a-8638-4892-942e-371e124ff542","id":"a30158ac-232e-48d4-895e-2dc206dea192","width":2128,"height":1294,"filename":"Early concepts (7).png","type":"image/png","caption":"Further explorations into conversation grid view.","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2F8wTBWfZe5UUGhpHudPzo%2F6872e42f-2d03-4fe2-855c-8571c16179c9.png?alt=media&token=80ce75f1-dcf6-4c08-aa9e-43c92f34e1a6","id":"6872e42f-2d03-4fe2-855c-8571c16179c9","width":2108,"height":1290,"filename":"Early concepts (8).png","type":"image/png","caption":"","border":false}]}
```

Continuous exploration and testing with supervisors allowed us to better understand how a new platform needs to function for a supervisor to do their role effectively. By simply showing them a few of these concepts, supervisors indicated whether or not it would work based on their experience, making it very clear in terms of what would best support a supervisor.

Extending a supervisor's ability to efficiently support responders.

## 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.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2Fb942f91c-d263-4768-af87-bf8a388ee29c.png?alt=media&token=804d6046-3b1c-485d-8077-5ba1912ba6a9","id":"b942f91c-d263-4768-af87-bf8a388ee29c","width":32768,"height":5972,"filename":"User Roles and Features Access (Legacy).png","type":"image/png","caption":"User roles and permissions","border":false}]}
```

## 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.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2Fe0275fd0-6a64-4486-825b-6e10df218c9a.png?alt=media&token=350f5854-a4f0-40d8-b8a5-6baea7aab896","id":"e0275fd0-6a64-4486-825b-6e10df218c9a","width":12768,"height":5600,"filename":"User Platform Roles across Affiliates.png","type":"image/png","caption":"User support hierarchies across affiliates","border":false}]}
```

## 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

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2F2f7aa972-169f-4e8f-82e0-5aed42c7c5c6.png?alt=media&token=2079fb0a-1893-4dbb-8498-34f56d10d781","id":"2f7aa972-169f-4e8f-82e0-5aed42c7c5c6","width":960,"height":540,"filename":"Role-based Personas - Responders.png","type":"image/png","caption":"Responders","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2F3423b2b1-224c-4972-9a7f-81f5ea757fd4.png?alt=media&token=cfca9b30-8133-423e-9af0-209cc39ec04d","id":"3423b2b1-224c-4972-9a7f-81f5ea757fd4","width":960,"height":540,"filename":"Role-based Personas - Supervisors.png","type":"image/png","caption":"Supervisors","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2Fba62175d-791f-4237-b8f1-5b6d6362a44f.png?alt=media&token=ac82ebc0-1121-4239-b394-f715ed4d080a","id":"ba62175d-791f-4237-b8f1-5b6d6362a44f","width":960,"height":540,"filename":"Role-based Personas - Coaches.png","type":"image/png","caption":"Coaches","border":false}]}
```

## 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.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2F3cb8b425-6948-4974-9adc-35b49cfe750b.png?alt=media&token=776ca6e7-d041-401f-861e-75a069745daa","id":"3cb8b425-6948-4974-9adc-35b49cfe750b","width":7724,"height":3636,"filename":"VX Application Flow.png","type":"image/png","caption":"Responder application flow and messaging","border":false}]}
```

## 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.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2Fd26671fe-7766-4c5d-aea1-fa2b5e17fdc8.png?alt=media&token=c27afb22-a322-4dc2-9ff1-6a5a899811d2","id":"d26671fe-7766-4c5d-aea1-fa2b5e17fdc8","width":32576,"height":4896,"filename":"PSLs_PCs - Overview.png","type":"image/png","caption":"PCs/PSLs diagram","border":false}]}
```

## Recurring user observations

* Recurring user observations of both supervisors and responders provided continuous learning opportunities for the team to do trend analysis.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2F85520cf1-9e5c-406c-a3f1-bd55ec328839.png?alt=media&token=c3212d66-34f5-4747-a5ee-b225008db9b8","id":"85520cf1-9e5c-406c-a3f1-bd55ec328839","width":9324,"height":11468,"filename":"Recurring Observations.png","type":"image/png","caption":"Recurring observation templates","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2F832a92af-395f-4e38-b359-96fb2292f729.png?alt=media&token=65cbb5d2-d205-49a6-a06f-1bc481e447f5","id":"832a92af-395f-4e38-b359-96fb2292f729","width":13455,"height":28000,"filename":"Observations Notes - supervisors.png","type":"image/png","caption":"Supervisors notes","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2F7e97491f-1999-4086-8527-dfa19a94603b.png?alt=media&token=c9365eb5-86cf-4185-a6b5-f0501e77af4f","id":"7e97491f-1999-4086-8527-dfa19a94603b","width":9652,"height":9452,"filename":"Observations Notes - PCs.png","type":"image/png","caption":"Platform coordinator notes","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2Fdc27a8d4-0eeb-4d0b-b8e4-34faf8d0f472.png?alt=media&token=615af379-7168-4c97-9703-43a64fa416bd","id":"dc27a8d4-0eeb-4d0b-b8e4-34faf8d0f472","width":13184,"height":7622,"filename":"Observations Notes - coaches.png","type":"image/png","caption":"Coach notes","border":false},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FEIap7cRhqyodBNePLJxj%2Ff3cadaef-823a-401d-860b-03f22aebccb7.png?alt=media&token=6f809716-5868-4cb4-9d7e-fb0bcffad0f9","id":"f3cadaef-823a-401d-860b-03f22aebccb7","width":9760,"height":12736,"filename":"Observations Notes - responders.png","type":"image/png","caption":"Responder notes","border":false}]}
```

Research artifacts

Presented at AER 2020.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FH2TJnaFPmj2TvPuCWYTe%2F631e6261-d4af-41d9-beca-e4ce4fca256f.jpg?alt=media&token=ee5fabd4-affc-4809-b07a-13c027c5d29a","id":"631e6261-d4af-41d9-beca-e4ce4fca256f","width":2448,"height":3168,"filename":"Huber_AER Paradata Poster_AER2020 (final).jpg","type":"image/jpeg","caption":"","border":false}]}
```

"Obtaining Informed Consent for the Collection and Use of Online Research-Associated Paradata"

**Status:** In progress (Aug 2024) / **Role:** Lead UX Researcher

## Faster!!

Crisis Text Line partners with 988, the national suicide and crisis hotline, and takes a portion of their users. Because of this partnership, we have a contractual obligation to meet certain requirements. Our clinical team transitioned to a new safety assessment model from a fairly linear, straightforward one, to a much more complex one to meet industry standards. Due to the change, our product's average speed of answer (ASA) increased significantly, pushing us out of the range agreed upon with 988. It was all-hands on deck to find opportunities that could reduce our ASA.

Through ongoing observations, the team documented a variety of inefficient workflows that caused a trickle-down effect on speed; if a supervisor was slow to support a responder, that responder would take more time to get through the conversation and take another one. In a collaborative brainstorm session, we mapped out those workflows to a user problem and proposed a few solutions that might help out.

On the contrary, the team also did a range of secondary research via our Community and saw a high volume of responders complaining about how challenging implementing the new safety assessment model was.

The main feedback from responders was:

* More seasoned/experienced responders stopped volunteer because they were unable to adopt the new safety assessment model; they were so familiar with the old safety assessment model that they found it too challenging to move away from it.

* Responders lost their confidence in taking conversations and were slower to progress through them because they weren't familiar with the new safety assessment mode.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FM9sqPFmlOQGHAMY8LuVA%2F33f1ae15-8a91-4015-b123-0dd2004bfacd.png?alt=media&token=cd812d6a-1d23-433f-840f-ca70f40958c3","id":"33f1ae15-8a91-4015-b123-0dd2004bfacd","width":14694,"height":9258,"filename":"ASA Reduction Brainstorm.png","type":"image/png","caption":"Collaborative brainstorm with team","border":false}]}
```

Research for this initiative consisted of:

* **Contextual inquiries** - observing supervisors and responders during a shift provided insight into how they implemented the new safety assessment

* **Surveys** - getting supervisor input on proposed changes to a Legacy platform and how it could impact their workflow

Improving average speed of answer (ASA) through workflow optimization

**Status:** In progress / **Role:** Lead UX Researcher

## Responder Churn

Our existing responder acquisition funnel was quite bad - there was significant drop off and a lot of internal folks attributed it to our responders being volunteers and not always being able to fully commit to it. However, the organization was putting money and resources into the process to onboard and train them; their eventual churn was costing us a ton of money per year!

* Each responder training and onboarding cost us roughly **\~$1008**.

* All applications that were accepted triggered a background check via Checkr, which cost us **$10 per individual**.

* On average every 6 months, we saw about **19K** applicants get accepted to become a responder, but only **7K** ended up taking their first conversation.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FanD1f42By6Nm6oZYvcJ9%2Fc7e97555-df46-48f2-a30d-e2b88af40558.png?alt=media&token=a814161f-2ce9-402a-a5e0-df43a43a01ef","id":"c7e97555-df46-48f2-a30d-e2b88af40558","width":772,"height":880,"filename":"Screenshot 2024-08-10 at 12.07.28 AM.png","type":"image/png","caption":"Responder acquistion funnel; 6 months.","border":false}]}
```

Research on responder churn consisted of:

* **Surveys** - to assess, at scale, what was causing responders-in-training to drop off during their onboarding.

* **User interviews** - interviewed user segmentations to uncover motivations and barriers of going through onboarding and training. User segments included: non-trainees, deferred (didn't finish trainee), late melters (didn't take first conversation, but finished training), and churned responders.

Reducing responder churn by facilitating connection and fulfillment

**Status:** In development for MVP (Sep 2023) / **Role:** Lead UX Researcher

## Responders

Responders are trained volunteers who take conversations and help individuals in their crises (texters); they have certain protocols regarding safety to adhere to and are mandated reporters in situations involving minors. Due to the high stakes and high stress environment that a responder may experience when working on the platform, it was critical for our team to craft an experience that facilitated confidence, comfort, and connection to the broader responder community.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FdVbeiBG6Njsnf323SwEA%2Ffccd6279-1b5b-400b-acc6-0b2bb6ef48c2.png?alt=media&token=a06daa13-8f78-4234-81dd-eec017af457e","id":"fccd6279-1b5b-400b-acc6-0b2bb6ef48c2","width":1412,"height":858,"filename":"Responder - Homepage.png","type":"image/png","caption":"Homepage","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FdVbeiBG6Njsnf323SwEA%2Fdfb43a11-0f28-4b9b-8298-03acce1b8aad.png?alt=media&token=3453919b-b524-4d62-a86b-abc80ecf8432","id":"dfb43a11-0f28-4b9b-8298-03acce1b8aad","width":1656,"height":1008,"filename":"Responder - Transfers (1).png","type":"image/png","caption":"Main responder view.","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FdVbeiBG6Njsnf323SwEA%2Ff54a3210-5942-42d4-8b64-5c772d8fd0e8.png?alt=media&token=8955a3e0-774d-4d51-83e4-f044ced81584","id":"f54a3210-5942-42d4-8b64-5c772d8fd0e8","width":1658,"height":1012,"filename":"Responder - Transfers (2).png","type":"image/png","caption":"","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FdVbeiBG6Njsnf323SwEA%2F9dc9d591-19cc-479c-8485-aed26ee962f5.png?alt=media&token=678d2646-d58b-4e19-ac4c-6c552bb19972","id":"9dc9d591-19cc-479c-8485-aed26ee962f5","width":1654,"height":1006,"filename":"Responder - Transfers (3).png","type":"image/png","caption":"","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FdVbeiBG6Njsnf323SwEA%2F5e133397-d8af-41b7-acf3-bfe2048df8eb.png?alt=media&token=1b858b37-4726-491c-a7e3-e16ea7adee2b","id":"5e133397-d8af-41b7-acf3-bfe2048df8eb","width":1656,"height":1006,"filename":"Responder - Transfers (4).png","type":"image/png","caption":"","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FdVbeiBG6Njsnf323SwEA%2F0abb12fe-572f-4f6a-aead-fac8ec0e3586.png?alt=media&token=661cb359-9f88-4ce3-921d-d0807032787d","id":"0abb12fe-572f-4f6a-aead-fac8ec0e3586","width":1918,"height":1170,"filename":"Responder - Texter Profile (1).png","type":"image/png","caption":"Supplemental functionality.","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FdVbeiBG6Njsnf323SwEA%2F3887721e-ee64-4487-91be-8881c8dce92b.png?alt=media&token=c35287d6-945b-4758-bb31-5591f07e5f2d","id":"3887721e-ee64-4487-91be-8881c8dce92b","width":1916,"height":1164,"filename":"Responder - Texter Profile (2).png","type":"image/png","caption":"","border":true}]}
```

Research on responders consisted of:

1. **Contextual inquiries / observations** - learning how responders interact with the platform and use tools, internal and external, to do their tasks

2. **Foundational interviews** - existing challenges, behaviors, and needs that impact their experience as a responder

3. **Concept testing** - exploring various interaction models to identify what resonated the most with users

4. **Usability testing** - assessing concepts and documenting learnability and recognition of proposed designs

5. **Co-design** - collaborating with our responder community to craft an experience that feels intuitive and makes sense to use

A valuable asset we created was a journey map to detail and document the different stages within the responder experience and any associated information and data to supplement our understanding of it.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2FdVbeiBG6Njsnf323SwEA%2F76f564c4-91be-4b9d-8e6a-0403a8d3f8ff.jpg?alt=media&token=c7829e96-5448-4748-ac5b-35e7aad1a11d","id":"76f564c4-91be-4b9d-8e6a-0403a8d3f8ff","width":4736,"height":4510,"filename":"Journey Map.jpg","type":"image/jpeg","caption":"","border":true}]}
```

Increasing confidence in responders to take on conversations.

Our website has relatively high traffic with low conversion rates for each of the user cohorts that exist within our ecosystem.

* **Potential texters** - individuals with the intention to text into the service to get support.

* **Potential responders -** individuals with the intention to sign up to become a responder and volunteer on the platform.

* **Potential donors** - individuals with the intention to donate to the org.

Each of these cohorts have a unique decision making process and by understanding what values and information they prioritize during that process, we are able to curate an experience that addresses all of their questions and concerns. Short surveys were sent out on UserTesting.com with various questions and tasks; users were screened for behavior that best resembled the cohort they fit into (e.g., potential texters were screen for past behavior of reaching out to a mental health support organization.)

## **Cohort Values**

* **Potential texters** - ease, fit, transparency

* **Potential responders** - ease, fit, impact, transparency

* **Potential donors** - ease, fit, impact, transparency

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2Fku7DxbgMQteLRSGWfLgP%2F14aaa11a-8035-49dc-a36b-9eabeed61329.png?alt=media&token=6ddd51ed-1393-4455-bedf-a6eba6bc739d","id":"14aaa11a-8035-49dc-a36b-9eabeed61329","width":574,"height":354,"filename":"Screenshot 2024-03-20 at 8.57.28 PM.png","type":"image/png","caption":"Potential texters","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2Fku7DxbgMQteLRSGWfLgP%2Fce478384-2e53-498e-baf8-0140df817b1a.png?alt=media&token=3f4dde48-3d36-467b-8fc1-52430127cafb","id":"ce478384-2e53-498e-baf8-0140df817b1a","width":572,"height":352,"filename":"Screenshot 2024-03-20 at 8.57.39 PM.png","type":"image/png","caption":"Potential responders","border":true},{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2Fku7DxbgMQteLRSGWfLgP%2Ff5e38424-b2cc-4bd0-b227-2e27358a1df4.png?alt=media&token=46b1cfd7-bf82-4fbf-afca-b0431e1a7431","id":"f5e38424-b2cc-4bd0-b227-2e27358a1df4","width":576,"height":352,"filename":"Screenshot 2024-03-20 at 8.57.47 PM.png","type":"image/png","caption":"Potential donors","border":true}]}
```

Interestingly enough, each cohort overlapped with each other in terms of the information they were seeking throughout the decision making process, but had a different interpretation due to their intentions. The [current website](https://www.crisistextline.org/) is optimized for potential texters and forces the other user cohorts to seek out information, potentially hindering them from making a decision due to not being able to find what they were looking for.

```cv
gallery
{"layout":"hscroll","images":[{"src":"https://firebasestorage.googleapis.com/v0/b/maitake-project.appspot.com/o/pages%2FXOpokGkgIta84ju5DrmqrfCdGM63%2Fku7DxbgMQteLRSGWfLgP%2Fdcdd24fa-080e-455b-8605-2e320972bb9f.png?alt=media&token=e7d549b8-d1b1-407c-907a-c062911ffc87","id":"dcdd24fa-080e-455b-8605-2e320972bb9f","width":2616,"height":1308,"filename":"Screenshot 2024-03-20 at 9.02.25 PM.png","type":"image/png","caption":"Screenshot of the website's homepage. (2024 Feb)","border":true}]}
```

With these themes in mind, the team is able to think about curating user flows from the moment a user visits our website to when they disengage; doing so increases the chances of conversion by ensuring that all of their needs are met and there is no room for doubt.

**Curation of the flows include:**

1. A/B testing to assess which flows convert the most users

2. Content strategy, including tone and voice

3. Visual branding

4. Highlights from users themself to build empathy and trust