Roll Call 3.0
Oct 2018 - Present
In this iteration, we looked to improve the sign-up process, continue iterative changes to the landing page, and prepare our information architecture for the organization’s digital transformation.
As usual, we began with remote user interviews. Because our focus was on improving the sign-up process, I screened out volunteers for the first time, focusing only volunteers that signed up in the last three months.
User Insight: “You’re the first person who has reached out since I signed up.”
As the organization tries to add meaningful content to the VMS, users still asked, “What’s Next?” However, the next statement for newer members was almost always, “Who can I talk to?”
If they cannot find information, they want to be able to speak to someone. Because they are volunteering their time, some volunteers also expected someone to reach out to them. At the same time, volunteer leaders expressed frustration with their access to data as they themselves would like to reach out to new volunteers in their area.
Personas and user journey
We identified two personas based on user research and whiteboarded their journey in order to identify pain points and content demands.
Knowing that the new Microsoft platform allowed for dynamic information retrieval, we reviewed our Information Architecture, especially around geo-location and leadership roles. We wanted to also make sure our taxonomy was able to reflect that logic while remaining structured and protective of Personal Identifiable Information.
Based on previous user research, the landing page design remained similar in layout so that changes did not appear too drastic to volunteers. However, we displayed the volunteer’s local leader and contact information using verified addresses.
Thanks to a grant from User Testing, we were able to conduct unmoderated usability tests for the first time ever and from non-volunteers. The insights into our copy and content backed our own user research that the volunteers experience needs to be guided.
The small changes are the first part of a large three-year digital transformation. Small wins in verification have cleaned up our data structure and volunteers now have direct access to their local volunteer leaders.