The first tech-driven platform for foster youth
Notable inventions, 1910–2000
And future Call of Duty players would thank them.
Because every kid should get to be Tarzan for a day.
And the world rejoiced.
Because building roads is inconvenient.
Ain’t nobody got time to rake.
Because paper currency is for noobs.
Nobody likes cords. Nobody.
Brighter than glow memory.
To capitalize on an as-yet nascent market for cat photos.
Because organic search rankings take work.
Project KO, May 7th - Site-Wide Platform Launch July 13th
Objectives & Key Results
- Define pain points throughout the user experience when using the platform
- Identify opportunities for improvement based on specific user goals, needs and values
- Gain a deeper understanding on the role environmental factors play in impacting user experience and overall engagement for specific user groups
Creating a Test Plan
Identifying Our Users
Field Testing Plan Outline
- TOU team and participants are on-site for a 60-minute onboarding session
- During onboarding session, participants are introduced to the Platform and team helps them set up profiles on their personal or work devices
- Youth and case workers use Platform as they go about their daily lives
- Automated text message campaign encourages participants to engage with Platform (Frequency: approx. 1 text message per day)
- TOU team and participants return to on-site location for 90-minutes focus group
- During sessions, participants will give both verbal and written feedback detailing their experiences using the Platform
Talking to Users Part 1: Onboarding Sessions
Talking to Users Part 2: Feedback Workshops
Finding Meaning in the Data
Five Key User Values
User Value #1: Personalization & Control
USER VALUE #2: Encouragement & Validation
USER VALUE #3: Collaboration
USER VALUE #4: Accountability
USER VALUE #5: Simplicity
"When you're in the foster care system sometimes you switch social workers a lot, and then you [would] add that supporter on there, but you don't know them. You don't necessarily want them to have your life story, even though it might be important. Then when you start to get to know them you can give them that access."– A young person explaining why they may want to add someone to the platform without giving them viewing permissions of the "My Story" section of their profile at first
"I like [being able to tell my story in my profile] because a lot of the youth are defined by labels and to be able to have a story to put to the name is a whole lot better."– Young person talking about the "My Story" section in user profiles
"Let's say Ally* set a goal. If I could give it a thumbs up or leave a comment, like, 'That's a really great goal. Let me know what I can do to help you get to that goal.'"– A case manager talking about ways she wanted to use the platform to provide additional support and encouragement for the young people she supports
"[The chatbot] was something that encouraged you, it was something like, you know, 'How's your day going?' That's something that a lot of people want to hear that a lot of people don't get asked by everyone."– Young person talking about the impact that the chatbot persona, Tyson, that greets youth every time they log into the platform
"So [if my case worker is notified when I set a goal] she can be like, 'Hey, I see you set a goal list, let's make a plan for this, you know, we can meet at the library or something.”"– Youth's reaction to her case worker requesting to be notified when she creates a new goal
"If you've got a youth that hasn't had any contact with a formal team in a couple of years and they're like, 'Oh, I just want to reach out to this person. I see Think of Us and I think I can probably reach out to somebody and they might be able to help me with this.'"– A social worker talking about how the Think of Us app could help youth reconnect when they need help from anyone in their network of supporters
"I feel like you should have something that reminds you, oh don't forget to do this on this day. That actually rings to your phone. Like an actual message notification, you know?"– Young person talking about the importance getting notifications and reminders to help keep her on top of her goal deadlines
"So this [would be] an easy way to keep [action plans] up to date with the system because I'll set a goal with them and I'll come back and be like, 'All right, how's your goal doing?' and they're like, 'Uh, I don't remember what it was.' So that's a way for them to always be accountable."– A case worker talking about the platform serving as a communication tool for youth to use as a reference for the goals case managers are already setting with them
"We really just love [...] that you can set goals, see ideas, resources, and all of that all in one place. That it's not just going to google for this, and facebook for this, and that for this, you know, there's so many ideas all together."– Social worker talking about how the platform has streamlined their scattered workflow
"I like that you can make a goals list on one set and it shows you all your goals. When you go on [the app] it goes right there so you can just see and be like, ‘Oh yeah, I didn't forget to do that. I have to remind myself to do that.’ You just see it."– Youth user talking about being able to see all of her goals as soon as she opens the mobile app
These findings allowed us to make improvements to the Think of Us platform in the coming months that were in-line with actual user values, and responded directly to user needs.
1 - UX Improvements to Existing Interface