In Spring 2022 I was asked to redesign the way that UnLtd onboards new award winners. UnLtd offers funding and support to 350 social entrepreneurs a year.
After 13 user interviews and discussions with 7 key stakeholders, I identified these priorities for the service:
To identify and prioritise support needs
To establish baselines to help the research team understand the impact of UnLtd awards
To integrate with UnLtd’s existing MS Dynamics CRM
I then facilitated a co-design workshop bringing together 10 stakeholders, including 2 current beneficiaries, to brainstorm ideas for the service.
The workshop identified a clear priority—an onboarding diagnostic that support managers would perform with award winners. With the help of 7 support managers and a member of the research team I put together a prototype using MS Customer Voice.
I then tested the prototype with 7 additional support managers, and overhauled it in light of the feedback I collected from them and from award winners.
I then worked with UnLtd’s Head of Systems, CRM Manager and a team of contractor web developers at Ernst & Young to integrate the Customer voice form with the Dynamics CRM. This new prototype was tested in the next round of awards in November 2022.
The feedback showed a marked improvement, with 88% of award winners reporting that the diagnostic was either somewhat helpful or very helpful.
The priority for continuous improvement of the service in Spring 2023 is to build a bespoke web interface for the diagnostic that will integrate with Dynamics. This will allow the diagnostic to offer on-screen support suggestions according to the information award winners and support managers provide.