1. Research into user need
• Look into common themes that arise in terms of the needs that users say they have but are currently not being supported
• Research with warm and cold audiences to see what ideas can be put in place to support the needs of users
• Set up workshops with service users to find out more about what they need
• Test the idea you have chosen with internal stakeholders and have interviews with other teams for a holistic view of how you can offer a service online
2. Develop a pilot to test the concept
• Try not to build something from scratch. Use existing communities and technologies
• Don’t try to do too much before you know what will work and what is needed
3. Train staff and inform users of how to use the platform
• Make sure counsellors feel comfortable and have support through training
• Ensure information on the software you use is available on your website so clients and users can understand what technology will be required of them; this will ensure that their use of your service is as smooth as possible
• Have clear signposting of who users can contact should they struggle with any platforms. This will lessen the likelihood of disengagement
4. Gather feedback during pilot
• When first setting up your pilot, decide at what points throughout the timeline you want to collect feedback
• Build automated feedback requests into your systems after every session for users to rate the technology and share their thoughts
• Use applications like SurveyMonkey to gather detailed reflections from users
5. Use feedback to develop a full-scale platform
• Gather thoughts from counsellors to understand where they think improvements should be made
• Ensure counsellors and other key stakeholders are involved with the key steps you take during the development of the full-scale platform
• When developing your full-scale platform, do so in design sprints that you create alongside your design agency. These should be built around your key requirements
• Make sure to consider all user groups, so they have a slick and easy experience, which you can ensure by performing tests at the end of each sprint
Many thanks to Sue Ryder for contributing this recipe.
This recipe is licensed under a Attribution-NonCommercial-ShareAlike 4.0 International Licence.
That means you are free to copy, redistribute, and build on the text of this recipe, but only for non-commercial purposes (if you want to use it for commercial purposes, get in touch with us at [email protected]). You must give credit to both Catalyst and Sue Ryder and link back to this page. If you build on this recipe then you must share your version under this same licence.
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