“Thank you for calling”
Prototype and Experiment
After a successful SHN 2.0 project Victim Support Holland with a new challenge. ‘What would happen if we would not only focus on helping victims, but also on the surroundings of the victim? What if Victim Support also assists (professionals) helpers of victims with new services?’
In the collaboration with Victim Support, it became clear that we were about to work on a challenging mission. Not only for them but also for 31Volts. What if the idea to help helpers can not be fulfilled? Or even, what if the helpers we’ve imagined don’t exist at all?
Victim Support NL
Enable victims’ environment to assist their loved ones and clients in victimization.
New services for helpers.
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Hands-on and head outside
Without too much hesitation we headed outside. We spoke with general practitioners, community police officers, community workers, ambulance workers, confidential counselors, deans, store staff, caregivers, students, and more. Short conversations helped to get a grip on the surroundings and habitats of victims.
On the basis of multiple workshops in which we analyzed the data and insights we’ve created a new frame:
People need support in recognizing and dealing with victimization, but they currently experience barriers. For helpers; to give help, but also to victims; to ask for and accept help.
Zoom out to zoom in
Why this Hands-on and head outside-approach worked so well, was because there was already a clear picture of a solution for GPs.
The problem was that this solution was very specific, for one target group with one type of issue. It was necessary to zoom out in order to understand the whole spectrum of the issue.
The creation phase
At Victim Support, the working method of the hybrid collaboration was already established. Learning by experimenting with ideas, based on thorough research. The result was an abundance of directions where Victim Support can offer valuable services to the victims’ surroundings. This includes the recognition of victimhood and the development of interview techniques. Or an ‘expert line’ for professionals where they can go with their specific questions.
We didn’t leave it at that, we also wanted to know how Victim Support could be visible to a younger target audience. With an intervention at the Haagse Hogeschool, we wanted to get more information on subjects they were interested in their spare time. A lot of students talked about guest lessons and lectures make a lot of impacts.
Interaction with experts by experience and people from the working field makes it valuable and reliable for them. Especially when it is about their real experiences. That is where there is a huge opportunity for Victim Support when it’s about those experiences, Victim Support is able to join the conversation.
By having conversations with your target audience you learn the language they use and gain more information about interventions who really help them out.
For example, that’s how we found out that people who studied social work don’t talk about helping somebody but rather talk about support. These are the nuances that are crucial when you want to be taken seriously with a future solution.
Support for professionals
The challenge with the Platform for Professionals was to provide services to support their work. Because this group was so broad – from community police officers to first aid nurses – it was needed to add focus. We chose confidential advisers, administrators, and social workers. We created personas and mapped the journey of their work in customer journey maps. It is the journeys that became central to supporting professional helpers.
We made a toolkit that they can use themselves to get started. Because why tell how you help if you can do this right away? Besides that, the toolkit offers practical help and action perspective, we hope that it will increase the visibility and brand awareness of Victim Support.
Why a toolkit
The choice for a toolkit instead of a folder with more information for a professional is because you do not want to be yet another folder on a desk. You want someone to actually get started with what has been created for them.
Working with pilots
When a client steps away from thinking about the product, it creates a lot of possibilities. At the same time, it asks a lot from an organization to think about services. What if you are a manufacturing company and the company culture has a focus on engineering, materials, and finishes? Or when your organization is transactional-based and the service is about caring out tasks and following checklists and protocols? Introducing a new service asks for effort and patience. The best way to, within an organization, introduce a new service is by pilots. Pilots create the opportunity for a business case to develop in practice.
When service design and design-driven innovation projects are not about the end-product, then what? If services are about the relation between the organization and her clients, how do you create something new?
Change asks for patience and an implementation plan. To validate a sustainable impact time is needed. And a strategy. A strategy to get from the current reality to the new one: transformation.
Did it work?
Within Victim Support, work is now being done to develop new services that contribute to helping helpers. The organization has also started internally to assist helpers. For example, there is now a place on the website with specific tools to assist victims. Besides, Victim Support has made clear what they all do. So that professionals have a clear picture of this. Shifting the focus to young people is a somewhat longer-term project that is still undergoing hard work.
Services to love
Shortcomings behind the scenes impact how people perceive your organization. Service design enables you to envision and create the ideal customer experience. With hands-on tools, we help you improve and innovate services, processes, assets, and culture.
Prototyping, Customer Journey Mapping, Interventions, Persona’s, Interviews, Experiments