We first held phone interviews with a number of text supporters who had been part of the pilot service. They had already been offering support for Lifeline via phone or face to face and had transitioned to text. Our research allowed us to build insight into the work life of a Text Supporter and captured positive aspects as well as current challenges.
We then worked closely with Lifeline stakeholders to create some high-level personas that would be used as characters in the story, then went through a series of detailed empathy mapping workshops to detail what was happening from a current-state perspective (of the pilot) and where they’d like things to end up (the ideal future state that the business would be working towards). Having positive and negative emotions helped to highlight where improvements could be made to ease the experience and where volunteers could be supported to keep them on board.
After mapping out the detailed emotional journey, we then picked some of the key moments across the process to expand upon in our illustrated storyboard. We then created a series of illustrations which showed the process from the perspectives of the crisis supporter personas.
AirTeam’s research and communications methods helped gain new insights into Lifeline’s volunteering experience and where we can improve it. We now have a clear roadmap proudly displayed in the office which helps us focus on what matters most: how we serve people.”