Communication Calendar
The goal of this project was to investigate disengagement and retention within volunteer organisations, and to design a solution that would create a culture of engagement within organisations.
This project was completed using Action Design Research, integrating design thinking and action research methodologies. This approach provided a comprehensive understanding of the issue, as it is an iterative problem-solving method. Throughout the process, interventions were introduced, observed, and fine-tuned based on feedback from stakeholders.
First Iteration
Design/Build
I conducted stakeholder interviews, surveys, and an immersion exercise. Semi-structured interviews enabled me to ask targeted questions to elicit valuable insights, while ensuring credibility in responses. Surveys allowed for a broader range of perspectives and responses from a diverse audience. The immersion exercise provided first-hand experience and insights into the volunteer's environment, aiding in the creation of an effective tool based on the findings gathered.
Interviews
I engaged in stakeholder interviews with 3 potential users; a hospice worker; a CEO of a volunteer organisation, and a scout leader and NGO volunteer worker.
I interviewed the hospice worker about the challenges in the volunteer sector, reasons for volunteer turnover, effects of volunteer disbandment, retention strategies, organisational support systems, and work-life balance. The CEO was questioned on retention strategies, effects of disbandment, feedback importance, and retention trends. I also interviewed the scout leader/NGO worker to understand disengagement impact, training effectiveness, and retention strategies within their organisations
Findings
Interview responses highlighted key factors in volunteer retention: training and support, acknowledgment, impact recognition, and feedback.
Training equips volunteers to handle challenges, reducing emotional overwhelm and turnover. Clear role expectations boost confidence and productivity. Acknowledgment fosters commitment, with a welcoming culture enhancing job satisfaction. Seeing their impact motivates volunteers to stay engaged. Regular feedback prevents disengagement and supports continuous improvement.
In summary, effective volunteer organizations prioritize training, support, clarity, appreciation, meaningful contributions, and open feedback.
Survey
A survey conducted among past and present volunteers aimed to gather insights into their actions, motivations, and experiences. Despite resistance due to survey fatigue in the volunteer sector, the survey covered topics including duration of volunteering, motivations, satisfaction levels, reasons for discontinuation, and perceptions of communication, support, and training. It also explored challenges, recognition, sense of community, and factors encouraging long-term engagement, offering insights for improvement and strategies for volunteer retention.
Findings
The survey highlighted key issues in volunteer retention: poor communication, lack of role clarity, and insufficient training. Volunteers felt uninformed about strategies and often faced challenges alone. While 78.9% felt adequately trained, 21.1% linked dissatisfaction to poor training and communication.
Appreciation and recognition were suggested to boost retention, with simple gestures like thank-you cards making a difference. Volunteers also wanted more feedback and a stronger sense of community, as 16.7% felt disconnected.
A volunteer shortage increased workloads, while time constraints led some to leave. Greater flexibility and a centralised information system were proposed to improve efficiency.
Immersion Exersize
I asked volunteer project coordinators to share details about their surroundings while on duty, either through photographs or written descriptions. This approach enabled me to empathise effectively with their experiences, providing a vivid understanding of their environment and challenges.
One participant provided a detailed list of their surroundings, including items such as a notepad and pen, a Swirl Card, crates, a phone, a calendar, highlights, weighing scales, and a table and chair. Another participant shared photos of their car filled with boxes of products while out delivering items to charities. Initially, the images appeared unclear, but upon closer examination, it became apparent that they may signify the challenge of volunteer shortage within her organisation. The image suggests that her workload may be overwhelming, indicating potential strain on individual volunteers due to limited manpower.
Empathy Maps
I used notes taken during interviews, reviewing survey responses and the immersion exercise to compile observations into sticky notes. These sticky notes were organised into three empathy maps, each corresponding to one of my interview participants.
I then used the sticky notes to fill the empathy maps under the headings 'Says,' 'Does,' 'Thinks,' and 'Feels.' This approach allowed me to identify the different user needs.
Personae
Using the insights gathered from the empathy maps, I created three personae .
The persona profiles contained the headings: 'Goals and Motivations,' 'Fears and Frustrations,' 'Tasks and Activities,' and 'Needs.'
POVs
Using the personae I created Point of Views (POVs) to gain insights into what each persona would require from my artefact.
I used the template 'a [USER] ...needs a way to [user's NEED]... because / but [INSIGHT].' This framework helped me maintain a user-centered approach by identifying the user, their needs, and the reasons behind those needs
Effects of Volunteer Disengagement on an Organisation
Eleanor Walker (2023) identifies signs of volunteer disengagement, such as reduced productivity, absenteeism, and lack of accountability, which harm organisational culture and morale. Disengagement often results from overwhelming work demands (Afrahi et al., 2022), indicating a need for support rather than mere engagement initiatives.
Research Methodology
The study uses the Action Design Research (ADR) methodology (Sein et al., 2011), which integrates action and design research through iterative cycles of theory and artefact refinement, user participation, and feedback.
Literary Research
This literature review explores the factors contributing to volunteer disengagement and proposes solutions for fostering sustainable volunteer engagement. It also evaluates research methodologies to identify best practices for this study.
Proposed Solutions
Clear Goals: Pearl B. Cohen (1984) and Young (2011) stress the importance of clear, attainable goals to reduce disengagement.
Recognition and Appreciation: Strategies like social gatherings and recognition programs (Unkefer, 2017; Walk et al., 2018) boost retention.
Training: Thorough training correlates with higher retention (Unkefer, 2017; Costa et al., 2006), though its impact may vary by gender (Walk et al., 2018).
Diverse Motivations: Yanay and Yanay (2008) highlight that volunteers have diverse motivations, requiring varied engagement approaches.
Despite these solutions, volunteer disengagement persists, indicating gaps in current strategies.
Design Thinking Tools
Design thinking is a human-centered approach that involves users in the process (National Skill Council, 2020). Tools like personae, empathy maps, and Points of View (POV) help understand stakeholders and refine solutions (Dam & Siang, 2024).
Design Principles
These design principles were gathered through literary research and user experience research.
Communication
Training
Feedback and Appreciation
Time Management
Clear Goals and Expectations
Pretotype
Using the design principles I gathered through my user research, I created the communication calendar. I choose a calendar as during the immersion exercise a participant mentioned they had a calendar with them while working. It is also a familiar tool to everyone, promoting ease of use.
The design principle ‘communication’ is exhibited all over calendar as it communicates information such as target updates and upcoming training seminars. It also has reaction emojis so others in the organisation can react to what is being communicated, such as announcements or images. The calendar also has a comment box so users can comment on things posted by other users. The images that people post will exhibit to other users of the work they have done, which will allow the user to show the difference they are making.
The design principle ‘time management can be seen throughout the whole calendar as a calendar is a time management tool.
‘Feedback and appreciation’ as a design principle can be seen in how the users can react to things with an emoji, and how users can leave messages of appreciation or feedback on images or announcements posted.
‘Clear Goals and Expectations’ can be seen through the ability to see the organisations targets.
The design principle ‘training’ can be seen through my training checklist and the training announcement in the calendar.
Evaluation
To begin the evaluation process, I conducted a self-assessment, questioning whether my proposed solution addressed the issues outlined in my 'How Might We' statement and adhered to all current design principles.
Upon reflection, I concluded that my solution effectively tackles the issue of volunteer retention by promoting sustainable communication and fostering increased active engagement. Additionally, it encompasses all designated design principles outlined previously.
However, I identified potential limitations, such as the time-consuming nature of filling out the solution and the need for ongoing monitoring and updates. Yet, I also recognised the potential benefit of relying on input from other volunteers, which could create a sense of peer pressure to participate actively.
User Testing
To evaluate my solution, I conducted user testing with five individuals, providing them with a video explanation of my design principles and the development process of my artefact. I solicited feedback through four targeted questions, aiming to gauge initial impressions on features and functionalities, thoughts on the layout, and viability in real-world scenarios.
Feedback from participants indicated overall positivity towards the calendar feature, with unanimous agreement that it could be effective in real-world settings due to its familiarity and usability. Valuable suggestions were provided, including the incorporation of a directory or glossary for easier navigation and a logbook feature to track users' journey with the volunteer organisation. This suggestion aligns with the need for volunteers to perceive their work's value, as highlighted in interviews and survey responses.
Participants proposed to add features like customisable volunteering hours and a roster, addressing concerns related to time management and fostering a sense of community among volunteers.
Second Iteration
Design/Build
Reflecting on the user testing results from the initial iteration, I made significant updates to the user interface of the communication calendar.
This communication calendar example is tailored for a fictitious homeless charity organisation.
Home Page
On the homepage, I introduced a directory feature allowing users to navigate to different sections of the application easily. I also incorporated a personalised greeting with the user's name, providing a more welcoming experience.
The directory now includes sections such as 'Your Journey,' 'Training Checklist,' notifications for upcoming events, organisation targets, the roster, volunteer profiles, GDPR information for privacy compliance, and social media assets reflecting the organisation's branding. These changes aim to improve usability and accessibility, addressing feedback gathered during user testing.
Pop-up
If you were to click on a specific day, a pop-up window would appear over the calendar. This pop-up would show whether someone is on duty that day and what tasks they are assigned to.
Additionally, there would be an option to leave comments that are visible to everyone. Any posted images with captions and reactions would also be displayed within this pop-up window. This feature facilitates feedback and appreciation, aligning with my design principles.
Your Journey
The "Your Journey" page enables users to reflect on their experiences and contributions within the organisation. This concept was inspired by feedback from a participant during user testing, who suggested that it would create a sense of progression and adventure.
By providing users with a platform to review their past activities and accomplishments, this feature aims to enhance user engagement and foster a sense of value and appreciation for their contributions.
Roster
The Roster feature gives users insight into their upcoming volunteer shifts and enables them to manage their time commitments. Users can establish personal volunteering goals for each month and modify their availability accordingly. This flexibility enables users to choose when and where they can contribute, addressing concerns raised by the hospice worker regarding preferences for non-face-to-face volunteering options.
By allowing users to customise their schedules and track their progress towards their volunteering goals, this feature embodies the "time management" design principle.
Additions to final Iteration
Evaluation
To evaluate my evolved artefact, I again conducted an "early implementation review" to gauge its utility and feasibility. I also used "crowdsourcing" for user testing, gathering feedback from a diverse group.
Upon self-assessment, I confirmed that my solution effectively addresses volunteer retention issues and aligns with all design principles. However, potential limitations include its time consuming nature, the need for continuous monitoring, and usability challenges for individuals less familiar with technology.
For my final iteration, I maintained the minimalist design of the user interface to ensure optimal usability. To address the issue of volunteers finding it challenging to change their volunteer hour goals, I added a link in the "targets" section that directs users to the roster page.
Additionally, I provided the option to sync the calendar with the user's phone calendar, although this feature won't be mandatory to allow users to maintain separation between their volunteer work and personal life.
I introduced a messenger feature along with a messenger board to enhance communication efficiency among volunteers. Building on previous feedback, I incorporated a space for volunteers to provide anonymous feedback to organisations, enabling them to suggest improvements. This will ensure that the final artefact addresses key user needs and facilitates effective communication and engagement within volunteer organisations.
User Testing
For this round of user testing, I employed a navigation exercise using AdobeXD. Participants were tasked with completing three tasks within the application: adjusting their volunteer hours for the month, leaving a comment under a photo, and reading about an upcoming training seminar. Following these tasks, I gathered feedback from participants on their overall experience, thoughts on the interface, and any suggestions for improvements or changes. This exercise provided users with a practical understanding of the application's functionality and allowed for valuable insights into usability and potential enhancements.
Participants provided positive feedback on the minimalist design of the application, noting its simplicity and effectiveness in conveying information without clutter. However, there were some usability issues highlighted during the testing. One participant encountered difficulty in changing their volunteer hours, as they initially searched for the option under "targets" instead of "roster." This feedback indicates a potential area for improvement in terms of interface clarity and navigation.
Additionally, participants suggested two new features for the application. One recommendation was to incorporate a messenger function to facilitate communication among users. Another suggestion was to allow for synchronisation with the user's personal calendar on their phone, enhancing convenience and ensuring timely notifications.
Final Iteration
The Artefact
I developed an application designed for volunteer organisations, to facilitate seamless communication among members.
This platform serves as a centralised hub for conveying clear goals, providing feedback, exchanging messages, expressing appreciation, documenting completed training, sharing important documents, outlining targets to be met, and managing monthly rosters.
These features were chosen through the results of UX research completed on stakeholders.
The home page features the calendar, displaying the current month along with a directory to other pages or assets. Additionally, it includes visual highlights such as pictures taken at fundraising and other events.
Sticky notes attached to dates serve to highlight important announcements and events, so that key information is readily accessible to all users.
Ensuring that the communication calendar is user-friendly and accessible to all volunteers, regardless of their familiarity with technology, was crucial. Using the familiarity of a calendar interface helped in achieving this goal.
Volunteers can share images of their work, accompanied by emojis for reactions from other volunteers.
Additionally, there's an option for leaving comments under each image, fostering a feedback and appreciation feature within the platform.
The training checklist serves as a tool for users to track available training sessions within the organisation. It informs users about upcoming training opportunities and allows them to monitor their progress by indicating completed and outstanding training sessions.
As motivations and training needs may vary among users, the
checklist can be customised to align with the organisation's specific requirements.
The message board will notify users of available volunteer opportunities. Users can click on the sticky note corresponding to a particular task and send a message to a senior volunteer regarding the job.
The text in the bottom right corner will allow users to submit volunteer work they believe has to be done, this will be finalised by a senior member of the organisation before posting.
The feedback feature enables users to provide anonymous feedback to the organisation.
Volunteers can use this feature to communicate suggestions for improvement, express what they like, and share their overall experience within the operation.
The roster provides users with visibility into their scheduled volunteer shifts and allows them to manage their time commitments effectively.
Users can set personal goals for the number of hours they wish to volunteer each month and adjust their availability accordingly.
The User Journey feature allows users to review their progress and experiences within the organisation. It shares milestones and notifies users of completed volunteer outings, facilitating reflection on their engagement and contributions over time.
The "Targets" page will display the monthly goals set by the organisation. Achieved goals will be marked with a tick, while unmet goals will be marked with an 'X'.
This visual representation allows users to track their progress and feel a sense of accomplishment. By clicking on "change personal target hours," users will be directed to the roster page.
