Users hold the key
Research runs through Nomensa’s veins and we know how potent a piece of user-led research can be. We went to 31 offices up and down the country to interview 294 of British Red Cross’s people including Operations Directors and Receptionists, volunteers and service users.
From these interviews, we created user journey maps and personas for nine key services and their users. These personas contain descriptions of behaviours, attitudes and backgrounds and gave us nine lenses to view the organisation through.
Using these, we were able to see exactly how and why British Red Cross services were being used, the technology used to access them, the time it took to process service information and the type of experiences staff and users were having. From here, we identified gaps in service across the country, flagging issues with funding models, management, staffing and resources.
We presented our findings through interactive workshops at British Red Cross HQ, to a range of staff from board members to service leads. They took away practical strategies to improve their services and were invigorated by a new vision: their regional services woven into a strong, cohesive cord that wouldn’t fray.
Our relationship with British Red Cross is built to last too. We continue to work together, enhancing their services through user experience research and design.