Our client was undergoing a comprehensive review of their service delivery and wanted to incorporate a human-centered design lens as part of the review.
Service users and stakeholders had raised concerns regarding service delivery and quality.
The organization’s leadership desired a more thorough understanding of their service challenges and particular pain points and to provide a channel for open communication.
Made Manifest took a qualitative and quantitative research approach to help our client undertake an evidence-based, critical review of service delivery.
Leveraging an active and vocal user group, we worked closely with our client to reach out to their stakeholders through a variety of methods (including digital surveys, in-depth interviews, and group sessions) to reach as many stakeholders as possible.
These engagements resulted in over 600 people being engaged, with a detailed report that will inform the future of service delivery.
Our client was undergoing a comprehensive review of their service delivery and wanted to incorporate a human-centered design lens as part of the review.
Service users and stakeholders had raised concerns regarding service delivery and quality.
The organization’s leadership desired a more thorough understanding of their service challenges and particular pain points and to provide a channel for open communication.
Made Manifest took a qualitative and quantitative research approach to help our client undertake an evidence-based, critical review of service delivery.
Leveraging an active and vocal user group, we worked closely with our client to reach out to their stakeholders through a variety of methods (including digital surveys, in-depth interviews, and group sessions) to reach as many stakeholders as possible.
These engagements resulted in over 600 people being engaged, with a detailed report that will inform the future of service delivery.
Our client wanted to bring a qualitative, user-centered lens to their service delivery review. As experts in user research, hosting complex and sensitive conversations, and facilitation, our goal was to design a process that would enable service users to feel heard. In addition, we needed to ensure the resulting insight was actionable and clear to the organizational leadership.
Made Manifest worked closely with our client to engage stakeholders while being mindful of the complex dynamics at play. To ensure all constituents felt heard, we developed a multi-pronged research methodology that offered multiple opportunities and channels for people to share their experiences, thoughts, and feelings about the current service experience. The three main channels for engagement included a digital survey with over 400 respondents, in-depth interviews with 38 users, and 5 group sessions.
By taking a multi-channel and methodological approach to the user research, the Made Manifest team was able to dive deeper into the challenges experienced by service users with data from the quantitative research validating and reinforcing findings uncovered during the qualitative research and vice versa. The large data set also allowed the team to understand better the breadth and depth of the pain points of the service.
Triangulation and synthesis of this data allowed us to surface the tensions and relational dynamics in an entrenched system. We developed a systems diagram to show the interconnected nature of these systems levers, their relationship with one another, and their impact on the overall delivery of services.
Throughout the user consultation, many participants commented that this process helped them to finally feel heard, have their experiences validated, and engage in rich discussions between service users who get limited opportunities to come together.
The resulting comprehensive user research report (200+ pages) offered detailed insights into the needs and expectations of service users, as well as the friction points in the delivery of services offered by our client.
The insights found in the report spoke to the macro-systems level issues as well as pain points found on the micro level– offering insights into the challenges service users encountered on a tactical/tools/touchpoint level. Overall, this report offered a much clearer understanding of the challenges and building empathy for end-users, and helped to equip the client team with prioritized areas of opportunity, as well as a tactical list of suggested improvements.
