Type of Project:
Pro-bono
Summary:
Redesign a mentorship platform.
Company:
Publicis Sapient
Project access is a student run organisation which meant that we had very little access to resources. Therefore we decided to conduct a range of user interviews with existing and pre-existing mentors and mentees.
"So little contact with PA, felt that he was alone for a lot of the time."
-Max Robinson-Auer
"The website isn't used to communicate with."
-Gabriella Smith
"Didn't use the website at all after applying."
-Max Lin
Once user research had been conducted and several client calls, the user flow was understood and we could create a clear journey to highlight touchpoint, and where the problems occurred.
The main issue that Project Access had was providing a useful resource site, many of the mentors or mentees found that once they completed the application form they never returned to the website. The client mostly provided updates via WhatsApp or email.
When the user is then accepted onto a programme after a tedious wait, the main method of communication between the mentor and mentee would be via 'slack', this makes the website completely redundant as it's simply there to inform the user of the initial application. However, the user is still in the process of applying to the actual universities itself and still requires information concerning the course, however the mentee is expected to do the research themselves or the information is provided via email/slack from the mentor.
This provided helpful insights into where opportunities lie to fix these issues.
