cancer fund for children - origin-digital.com · design thinking is a process and is used to gain a...

Interview Findings

January 2019

Cancer Fund For Children Service Design Audit & Review

Agenda

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02

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05

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Executive Summary

Insights Research

Service Blueprinting

Internal Tools

Our Recommendations

What we’ll look at…

Interview Findings

01

Executive Summary

Executive Summary

Introduction

Origin is a customer centric creative agency that focuses on user experience and product design. We are problem solvers and create positive outcomes.

Experience dictates that the best way to do that is think from the outside in, work in collaboration and centre the proposition around the people you are designing it for. Origin works with organisations such as Danske Bank, BBC, Firmus Energy, Abbey Insurance, Kingspan Group and 3fivetwo Healthcare to name but a few.

In July 2018, Origin has was engaged by the Cancer Fund For Children to carry out a digital review of the community service offering and provide recommendations on processes and digital transformation. The advantages of engaging an external agency is that we can look at the organisation from different lenses and challenge institutional assumptions, biases and the reasoning on how things are done with an emphasis on the end user. The end result is an independent, impartial review of an organisation that is conducted from the outside in using a Service Design framework.

Executive Summary

Service Design Design ThinkingService Design is all about taking a service and making it meet the user and customer’s needs for the specific service. It can be used to improve an existing service or to create a new service from scratch. In other words Service Design is how to get from A to B not in the quickest way but in the most smartest most efficient way.

We do this by using a number of key principles. The first key principle we use to maximise a service offering is to look at a service from the “outside in” using Design Thinking.

Design Thinking is a process and is used to gain a deep understanding of the user’s pain, challenge assumptions and redefine problems, in order to create new strategies and solutions.

Anther key principle that we adopt is First Principles.

“You’ve got to start with the user experience and work back. Not the other way around.”

“First Principles is a physics way of looking at the world. You boil things down to the most fundamental truths and say, what are we sure is true?… And then reason up from there.”

— STEVE JOBS

— ELON MUSK

cases70+

cases70+

Executive Summary

Corrina DecodtsHead of IT

Lorraine BaxterService Administrator

Laura O’HareCommunity Specialist

Phil AlexanderDirector of Services

Neil SymingtonCommunity Specialist

Tina SymingtonTherapeutic Specialist

Raph O’ConnorResidential Services Manager

Daisy Lodge

External Referrer Cancer Fund for Children

N/AComms. Services Manager

Throughout our process we interviewed the following subset of Cancer Fund For Children service personas.

Simon DarbySocial Worker (Referrer)

Interview Findings

02

Insights Research

Insights Research

Our Findings

During the initial workshops with Cancer Fund For Children we identified the following key service personas:

• Director of Services pg.10 • Community Services Manager pg.10 • Community Specialist pg.13 • Service Administrator pg.11 • Social Worker (Referrer) pg.12 • Young Diagnosed (Parent) pg.17 • Young Shoulder (Parent) pg.18 • Residential Services Manager pg.15 • Therapeutic Specialist pg.16 • Head of IT pg.14

Once we have established the service personas we can then conduct research and piece processes together to get a full understanding of what the service should look like and identify any friction points. Between July and December 2018 Origin interviewed each of the above personas to gather the following types of information:

1. Their Role 2. Their Service Area / Program 3. Their Needs 4. Their Pain Points + Pain Gauge 5. Their Recommendations on how we can make the service better (from their individual perspective)

A fundamental problem of modern organisations is that too many assumptions are individually made and the actual end user does not get seriously considered or consulted. We adopt a different approach whereby we speak to the end user and gather insights on the individuals needs and requirements. We start the initial process by identifying and researching the organisations individual service personas. Service personas are archetypes built after an exhaustive observation of the key players that use and provide the service.

The following interviews were conducted between July and December 2018.

Insights Research

Understand and embrace what makes services different:

Services are experiences; experiences are journeys, and journeys are designed.

“

”— Thomas A. Stewart and Patricia O’Connell

Insights Research

Needs

Phil AlexanderDirector of Services

THE PAIN GAUGE

Pain Points• User needs to be able have access to key information (stats (how many service users ) (short breaks / ) / reporting.

• User needs to be able to measure impact of organisation effectiveness! (assessments / surveys)

• User needs to be able to ensure best practice across (Community / Residential services teams)

• User needs to be able to manage team (Residential Manager / Community services Manager) )

• User needs to be able to manage department budget.

The director is part of the senior management team and is responsible for the management, planning and execution of services.

*At present the Community Services Manager is not in post so the DOS is currently carrying out the role of the “Community Services Manager” adding to the workload and pressure.

• KPI’s and Stats are paper based / accumulating multiple spreadsheets

• Doubling up as Community Services Manager (13 x reporting lines instead of 2)

• Needs to be able to manage department budget.

Service Areas:

Residential Services Community Services

Insights Research

Needs

Lorraine BaxterService Administrator

Pain Points

Pain PointsUser needs to be able to onboard service users to the CFFC database

Users needs to be able to see reports on service users based on filtering.

User needs to access family data.The role of the Service Administrator is to successfully onboard service users to CFFC.

• 75% of referral forms are incomplete which means information has to be chased up

• No signature of family consent? (family consent) electronics signature

• “Donor strategy” it systems (initially) has come to like it and has found workarounds for certain processes

• Attributes / filtering within database.

• Sometimes cases have no community specialist allocated making it hard to pull out reports

• Referral Data Validation

• Grant process fragmented/convoluted- (hasn’t been paid since April)

• Data Entry - Putting in a whole family / mum / related to diagnosed child / dad + address / sibling related )

• Someones passes away need flag/process to update system.

• Need to be able to “Graduate families”

• Posting out flyers - should be electronic

• Create an “event” to create list in DS / letter / box weren’t tickets no mail./ untick the people no mail). Missed service users as “Untick no mail box”. Hacking systems to pull out filtered data. System constraints.

Service Areas:

Community Services

THE PAIN GAUGE

Insights Research

Needs

Simon DarbySocial Worker (Referrer)

Pain Points• User needs to be able to present / promote CFFC

• User needs to be advise on right support network

• User needs to access family data.

• User needs to advise on needs led support services

• User needs to advise on grants available

The social worker is the initial point of contact for any family being diagnosed with cancer.

There are about 6 special workers operating across 6 hospitals. Each social worker has on average 350 active cases.

• Used to complete forms on families behalf but due to GDPR the family has to sign the form which really slows up whole process

• Grants are a good hook to get referrals as often or not families are very overwhelmed and reluctant to get another organisation involved.

• Only have an issued Android phone

• No desktop

• Grants are a good way of getting families out / no funds / great hook / lost referralsProgram:

Young Diagnosed

THE PAIN GAUGE

Service Areas:

Community Services

Insights Research

Needs

Neil Symington, Laura O’HareCommunity Specialists

Pain Points• Needs to be able to easily communicate with family (phone/text/email)

• Needs to be able to provide 1 on 1 support to the service user

• Needs to be able to design and tailor individual support plans.

• Needs to be able to carry out 1 on 1 assessments

• Needs to be able to document all communication and case notes

• Needs to be able to coordinate and execute group work (daisy lodge)

• Needs to be able to book activities based on needs and assessment.

The Community Specialist is the front line of the organisation and is responsible for the design and execution of available support to all. Each specialist will be managing around 70 cases at anyone time.

Program:

Young Shoulders Young Diagnosed

• Too much paperwork

• Management /coordination of multiple lines of service user communication

• Cannot remote work effectively

• Not enough time or relevant software to carry out role effectively.

• Too many forms (not centralised or pre populated with details) (time)

• Managing diaries & meeting. No centralised calendar functionality.

THE PAIN GAUGE

Service Areas:

Community Services

Insights Research

Needs

Corina DecodtsHead of IT

Pain PointsUser needs to manage software and hardware in line with the operational needs of the organisation

User needs to be able to allocate and manage limited budget

User needs to also manage assets (Daisy Lodge)

User needs to be able set up and manage all electronic communications (email)

Manages the overall IT requirement of CFFC.

• Phones/ Devices

• No budget

• Database

• Staff Training / (IT Illiterate)

• Reception in areas

Program:

All

THE PAIN GAUGE

Service Areas:

All

Insights Research

Needs

Raph O’ConnorResidential Services Manager

Pain Points• User needs to manage all daisy lodge bookings

• User needs to provide reports on daisy lodge bookings

• User needs to access family data

The Residential Services Manager is responsible for the management and administration of Daisy Lodge.

• No centralised Bookings system

• Bookings are in crisis and managing them on a spreadsheet on a drive

• Room allocations

• Double bookings have to turn families away - Double booked 2 families turned up cottages (family went home)

• Last minute

• Families having more visits than they should

• Last minute cancellations

• Too many emails

• Sitting in Silos

• Sometimes the centre never know who is coming!

Program:

All (Daisy Lodge)

THE PAIN GAUGE

Service Areas:

Community Services

Insights Research

Needs

Tina SymingtonTherapeutic Specialist

Pain PointsUser needs to be able to coordinate and schedule groups workshops

User needs to be able to coordinate and schedule therapists

User needs to be able to conduct groups workshops

User need to access family data

To coordinate and Book therapy sessions / spa treatments for Daisy Lodge. Also arranges group session and workshops.

• Due to no internal bookings system there are too many people phoning families. (organised chaos)

• Poor internal communication

• Written Survey form

• Room allocations

Program:

All (Daisy Lodge)

THE PAIN GAUGE

Service Areas:

Community Services

Insights Research

Needs

Meave WoodsYoung Diagnosed (Parent)

“Helen was unbelievable” (CFFC ward specialist). Helen sat with Mario for hours providing respite for the family and gave Meave and Paul the opportunity of having one on one time to discuss the overwhelming situation they found themselves in.

Pain Points• User needs to be on-boarded to CFFC

• User needs support and advice

• User needs Independent shoulder/person

• User needs support network

• User needs to enter / update family data?

• User needs access to grants

• User needs to be able to book / plan (via CS) trip to daisy lodge

Meave and Paul are parents of Mario. Mario is a 12 yo boy from Belfast. In October 2017 Mario was diagnosed with a brain tumour and underwent serous chemotherapy.

Fortunately, the tumour has now been completely removed but Mario is now undergoing stem cell therapy.

• In advance of going to Daisy lodge it would be nice to get an electronic itinerary

• Bit awkward when all families turn up to Daisy Lodge. Would be great to have family/children Ice Breaking.

• Mario plays sports - Neil offered his card to access various facilities. May be an option for CFFC to be affiliated with Sports Halls / Leisure Facilities

Program:

Young Diagnosed

Insights Research

Needs

Nicola MillsYoung Shoulder (Parent)

Pain Points• User needs to be on-boarded to CFFC

• User needs support and advice

• User needs Independent shoulder/person

• User needs support network

• User needs to enter / update family data?The parent is the diagnosed party and seeks support for their children to cope with their diagnosis.

• Community specialist (Claire) left or moved on and this was not communicated to the family and child. The child was looking forward to ”making cheesecake” and wondered why Claire never came back

Program:

Young Shoulders

“I would have been lost without them”“I can look at Kelsey today and see her in a different light. She is now a confident little girl that is also now supporting anther little girl whose parent has just been diagnosed with cancer.”

Interview Findings

03



Processes

In relation to the Community Services area of Cancer Fund For Children we identified that there are 2 pivotal processes:

A) Service User on-boarding B) Daisy Lodge BookingDuring our interviews, with all the relevant service personas, we found that the service user on-boarding process was a very fragmented, frustrating and cumbersome process for a number of service personas.

It is a paper based system and data validation is a massive problem area whereby if the information is wrong or incomplete (information wasn’t provided) this would stall an application and prevent the service user getting on-boarded and receiving support from anything between 2 weeks to 2 months. We also found out that GDPR makes life a lot harder for the front line social workers whereby, due to data protection laws, they have to start obtaining physical family signatures which also has a knock on effect in relation to the service user on-boarding time.

We were extremely impressed on our visit to Daisy Lodge and felt the team were very passionate and were a credit to Cancer Fund For Children however one fundamental flaw was quickly apparent and that was the absence of a suitable centralised booking system.

The booking system was put together, as best they could, by using excel spreadsheets which is highly prone to mistakes and double booking. Daisy Lodge should be treated as a Hotel and as such should have a fully encompassing centralised accessible reservation system. There was one occasion last year when a family was turned away due to double booking and due to the nature of Daisy Lodge this is extremely embarrassing and is unacceptable. Fortunately this doesn’t happen often (surprisingly) but this is only down to the staff. The staff of Daisy Lodge are working harder than smarter due to the absence of a suitable booking system.


Processes

To emphasise our findings we have documented and visualised the 2 pivotal processes.

1) The full existing service on-boarding process (complete with time line) – pg.23

2) The existing Daisy Lodge booking process. (actual page number) – pg.26

The purpose of this exercise was twofold. One was to demonstrate the sheer amount of steps involved and two to allow us to highlight the areas we can improve upon so we can remove the friction points.

What we have also provided is a visualisation of how the 2 pivotal processes can be improved upon.

Interview Findings


Service user on-boarding Process


Social worker meets family to provide advice and recommend CFC

Family referral is logged and then enters Awaiting Authorisation folder

Referral is checked and approved by the Director of Services

Once approved it then enters Authorised Section by the Director of Services folder

A�er allocation at the Team Meeting it enters the Authorised and Allocated folder

Services Administrator will then scan the Authorised Referral Form and save it electronically

Services Administrator will then create the record on the database, with the scanned

Authorised Referral Form a�ached

Check the Referral Form has Director of Service’s signature of authorisation.

Check that all details have been entered correctly onto the Database and saved.

Scan Referral Form and save this in the correct folder

A�ach the scanned Referral Form to the Diagnosed Person’s Workfile

Referral Form be placed into the Confidential Waste Bin

Referrals are then discussed by the relevant teams on a bi-weekly basis for allocation to Community Specialist

Social worker fills out referral form a�er visit with the family

Social worker obtains signature from parent/guardian

Referral form is posted to main office

Services Administrator receives the referral and records this in Excel sheet

Referral ProcessCurrently

4-8 weeks

Recording Receipt of Referral1

Creation of Record on Database

3

Authorisation and Allocation of Referral2Scanning and Disposal of Referral Form 4

Before

Durin

gA�er

Process works but could be improved

Process should be improved

Process must be improved

2-4 weeks

1-2 w

eeks

1-2 weeks


Initiating Referral (using staff tablet)1

Creation of Record on PlatformFamily profile is now generated

*Replaces Donor Strategy

3 Authorisation and Allocation of Referral2

Durin

g

Before

A�er

Social worker meets with the family

Social worker fills out the form and obtains digital signature from parent/guardian

Referral form is validated automatically before being submi�ed and sent to Director of Services

Director of Services receives the referral application for review

Once approved, referral is sent to Community Services Manager

Community Services Manager allocates family case to Community Specialist




Family profile can be maintained by Service Administrator

Referral ProcessProposed

>1 week

1 day

2 days

Interview Findings


Daisy Lodge Booking Process


Receive either a scanned or excel booking form into generic email account

Contact the family by telephone or email depending on availability and confirm a date for a short break for co�ages or Daisy Lodge

Write up on the Database all corresponds Re: Short break

Send via email or le�er via all confirmation le�ers/directions to the family

Add the family details to an A4 page with all the families who are staying on that short

break-to the check-in sheets (this is for kitchen: special diets/therapeutic staff)

Add short break family date to the outlook calendar and CC the community specialist/referrer into this

Move the excel booking form, into the appropriate folder

Prioritise the referrals as either urgent/routine/cancellation

Booking ProcessCurrently

Manual

Receiving a Booking1

Before

Durin

g

A�er




If a family cancels – we start the process again (30% of all bookings are cancelled due to illness)

Managing Bookings 3 Confirm Booking with a family2


Making a Booking1

Managing Bookings

2

Durin

g

Before

A�er

Community specialist can suggest retreat for the family to Daisy Lodge and checks availability on the Family Finder app

Available dates can then be selected

Special requirements and additional details can also be added before the booking is made. Priority added.

Booking is confirmed on the systemFamily receives confirmation

Bookings can be amended (with additional details) or changed to next available date if

circumstances change.Bookings can also be cancelled – all in real time.

Family is chosen from the app and added to the booking




Booking ProcessProposedAutomated

Interview Findings

04

Our Recommendations

Our Recommendations

Takeaways

Based on all our site visits and hours of interviews we can condense the key issues into 7 key takeaways:

Family on-boarding takes too long and is inefficient

Staff members do not have access to the necessary information at the right time to do their job effectively.

Daisy Lodge booking process is highly inefficient and unpractical

The IT CRM System is no longer fit for the organisational needs

Time / Money is being wasted on on-boarding , service user management.

GDPR has hindered on-boarding process

Grants are a good hook to get families interested in CFFC

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2.

3.

4.

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6.

7.

Our Recommendations

Change the IT System from Donor Strategy to Microsoft Dynamics

At present Cancer Fund For Children uses a CRM system called Donor Strategy. It is our opinion that this is no longer fit for purpose and is at the root cause of allot of the issues which impacts the majority of the service personas. Donor Strategy is the foundation of the organisation which is having a severe detrimental effect and restricting the organisation in many ways.

We have spoken to NITEC (who administer the Cancer Fund For Children IT infrastructure) and we are both in agreement that a new CRM system should be considered. We believe that Microsoft Dynamics (CRM) would have a massive positive impact and provide Cancer Fund For Children with a solid flexible, robust IT foundation that will future proof and provide Cancer Fund For Children the ability to provide secure remote access to service user data.

Just by replacing the Donor Strategy system could alleviate 60%+ of the pain people are experiencing across the organisation.

1

Due to the current IT constraints the referral process is offline and paper based. This is causing massive issues throughout the organisation when it comes to service user referral and administration. With a paper based system it is impossible to enforce data validation plus it is taking considerable time to administer. It is not efficient and causing allot of issues and ultimately has an impact on the time it takes for a service user to receive the necessary support. Once again Donor Strategy is not helping matters due to its limitations.

We propose to put the referral process completely online whereby we can enforce data validation. We can also address GDPR by implementing electronic signatures. This will have the following positive impact:

1. Save a huge amount administration time 2. Increase internal efficiency 3. Improve the quality of data 4. Speed up the referral process and allow service users to get support far quicker

Our Recommendations

Put the referral process online2

Our Recommendations

Implement an online integrated booking system for Daisy Lodge and residential cottages

Daisy Lodge is a huge asset for Cancer Fund For Children and families absolutely adore going there. Families get so much out of their visit however a fundamental flaw of Daisy Lodge (and the residential cottages) is that there is no centralised booking system. This is the same principle of having a hotel with no reservation system.

It is critical that an online centralised accessible reservation system is implemented. The reservation system should also be integrated into the CRM system. We believe that if Microsoft Dynamics is implemented, as the designated CRM system, then a reservation system could be plugged in on top making it extremely efficient.

3

1. Efficiency 2. No double Bookings 3. Time 4. Money 5. Reporting 6. Family Experience

Our Recommendations

Create a permission based App “Family Finder” to allow staff members to search cases and add case notes easily and effectively.

Due to current IT constraints Community Specialists have extreme difficulty in accessing service user data. There were times when the Community Specialists would have to drive into the office to get a physical file so they can access the service use data which in this day and age is unacceptable. Once again we believe this is down to the constraints of Donor Strategy.

We propose that an internal app is developed that is permission based and integrated into the Cancer Fund For Children CRM system. This will allow Community Specialists real time mobile access to their assigned service user information. We have mocked up some mobile concepts on how this could look and function (see 05 Internal Tools).

4

1. Access to Data 2. Reduce workload for Service administrator 3. Improve the Quality of Data 4. Reporting 5. Experience for Community Specialists and Social Workers

Our Recommendations

Throughout the year Cancer Fund For Children run a series of events and at present it is down to the Service Administrator to pull the right data and send out invites to the relevant families. This can be very time consuming and also costs money as invites are sent out via post. It is also an ineffective in relation to obtaining confirmation numbers and event management.

We propose that the Cancer Fund For Children implement an online event system that integrates directly into the CRM system. There are many suitable event systems that could be used but will ultimately be dependant on the CRM system. Like the reservation system we believe that if Microsoft Dynamics was implemented, as the designated CRM system, then an event system could be plugged in on top.

Implement an online integrated event system for service user events.

5

1. Efficiency 2. Time / Cost 3. Quality of information and event enhanced event management, 4. Experience for all

Our Recommendations

Proposed CRM Architecture

Events Module Bookings Module

Internal App Referral Form

CRM

Interview Findings

05

Internal Tools

Internal Tools

We have mocked up the following areas:

Put the Cancer Fund For Children referral forms online (and within an app). pg.41

Provide a Cancer Fund For Children internal app (“Family Finder”) for the Social Workers/ Community Specialists so they can locate and administer service users easily and effectively. pg.39

Implement centralised Daisy Lodge booking facility (anyone with the right access can place a service user booking easily) pg.42

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2.

3.

RecommendationsBased on our recommendations we feel that a number or tools and elements could be implemented to really help the organisation. We are big believers in talk is cheap which is why we have sat down with our design team and engineers to devise a set tools and initiatives that we feel could really help and address some the key issues that we came across.

Interview Findings

Internal Tools

Wireframes

Click here to view Prototype

Internal Tools

Family Finder Dashboard – Wireframes

Personalised User DashboardLogin User Settings

Internal Tools

Family Finder Search – Wireframes

Family Profile Secure TimeoutSearch Search Results

Internal Tools

Referral Forms – Wireframes

Choose Program Diagnosed Details Carer Details Siblings Details Background Info Signature Confirmation

Internal Tools

Daisy Lodge Booking – Wireframes

View or Book Date Selection Date Selected Family Search Search Results Family Selected Review and Add Confirmation

Interview Findings

Internal Tools

Concept Development

Interview Findings

Staff App

Concept Development Page 44

Interview Findings

Staff App

Concept Development Page 45

Based on the facts collated and our internal tool recommendations we have created some mock up to visualise how these could look and function.

The screens opposite show the main dashboard screen for the user. This will be personalised to show the most relevant information for each role in the organisation.

Here, for a community specialist, announcements for events are displayed and a list of live cases are available for quick review.

Concept Development

Family Finder Feature

The family finder feature allows a specialist to search for a specific family file, with remote access from anywhere they need.

The user can view and add notes to a case file, as well as view the family details through a clear and concise user interface.

Concept Development

Daisy Lodge IdeasWhatsApp Keycards

Contactless room key cards that also include a handy WhatsApp number for families to quickly chat to the team for any requirements or information they need.

Concept Development

Daisy Lodge IdeasDigital Concierge

iPad could load up events and information for that weekend/days ahead. Other useful information could be displayed such as announcements and contact information.

Amazon Alexa voice assistant for answering common questions, “What time is breakfast?”, “What’s on today” or “Restaurant recommendations in Newcastle”.

Interview Findings

We propose the following 5 key recommendations:

Change the IT System from Donor Strategy to Microsoft Dynamics

Put the referral process online

Implement an online integrated booking system for Daisy Lodge and residential cottages

Create a permission based App “Family Finder” to allow staff members to search cases and add case notes easily and effectively.

Implement an online integrated event system for service user events.

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2. 3.

4.

5.

Final WordsAlthough there are many areas for improvements, one thing that was clearly apparent is that all members of Cancer Fund For Children are a credit to the organisation and are so passionate at what they do and go above and beyond. It was also clearly apparent that the service users spoke very highly of Cancer Fund For Children and would be lost without it.

We were specifically in total awe of the The Community Specialists (Neil Symington & Laura O’Hare) but fully comprehend they can only do their job if they are supported from the relevant personnel from within the Cancer Fund For Children.

Interview Findings

Thank you

cancer fund for children - origin-digital.com · design thinking is a process and is used to gain a...

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