Evaluating support services to help workers transition back into everyday life

We worked with a charity that helps vulnerable workers at risk of suicide navigate the complex hurdles they face after leaving work.

The challenge

CEC worked with a charity that helps vulnerable workers at risk of suicide navigate the complex hurdles they face after leaving work. We assessed the services they offer to make the business and human case for future funding and improve their service delivery.

The research

We used service design methods such as - Qualitative research, persona development and journey mapping to help us fully understand the experience and value of the initiatives from clients’ perspectives. This ‘bottom up’ approach, combined with a more ‘typical’ assessment informed by expert opinions and analysis of available data, allowed us to create rich, relevant evaluations of each initiative and the organisation overall.

The findings

Current state journey maps illustrated the value of each initiative at the relevant points in workers’ journeys. They showed which needs the initiatives met over time, as well as targeted opportunities for improvement.

They bought the program to life and allowed staff, stakeholders and other interested groups to develop a shared understanding.

The solution

By considering the current state experience we developed comprehensive recommendations. These included developing stakeholder relationships, improving the digital experience and new ways to measure success.

Measurement was a critical focus of the project because of the need to secure future funding. We built a template using existing  Measurement Frameworks to evaluate the cumulative value of the charity, and its individual services.

Through research with the ecosystem we were able to tell the story of how the charity’s services lead to change; from issue to impact. This provided a robust measurement and reporting approach for funding stakeholders to view the charity as a highly valuable organisation in the NSW community.    

Through research with the ecosystem we were able to tell the story of how the charity’s services lead to change; from issue to impact.
Want to know more?
Speak with the project lead
Jennifer Dunlop
Evaluating support services to help workers transition back into everyday life

Service Design & Research

Understanding and designing for customers

Capabilities we used

Customer Personas
Journey Analytics
Customer-led Innovation
Employee Experience Design

Duration

4

weeks

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