HELP ON THE WAY
Dor L Dor has been working in the community for more than a decade, so it was important to me to first understand the existing work methods, get to know the people, and analyze the program’s main strengths and weaknesses.
I conducted surveys and interviewed operators, elders, social workers, senior and new volunteers. I joined the volunteers and management daily, to observe the entire process - from the initial request at the call center, through the volunteer accepting the call, all the way to the elderly receiving the aid at home or outside. Based on my understanding of the organization and its environment, I started brainstorming for the right flow of information to serve both volunteer and operator. I decided to focus on short-term goals that comprised the initial MVP.
The next step was wireframing, prototyping, designing, developing - and eventually usability testing.
The original WhatsApp group was divided into smaller groups to reduce as much “noise” as possible. Data collection and storage processes were refined for easier input.
I wanted to save the operator's time and minimize workload. Every inquiry had to be categorized and stored efficiently, and the entire volunteer base had to be rearranged by common features and geographic proximity.
HOW DOES IT WORK?
The operator receives a new inquiry from an elderly person / social worker
Inserts data to the system
What happens if somebody else already took the call?
WOULD YOU LIKE TO JOIN?