DESIGNED FOR
Vinnies WA
ROLE
- Service Design
- UX Research
- It’s Nice That
- AIGA
- Fonts In Use
- The Dieline
DATE
Dec 2023
01. SUMMARY
Vinnies Retail Shops, powered by dedicated volunteers and employees, are vital funding sources for Vinnies services, aiding over 55,000 individuals in WA annually.
Vinnies WA aims to research challenges confronting Retail Shop Managers, their effects on volunteer experiences, and investigate solutions to streamline manager duties.
SERVICES
• Behavioural insights
• Competitor analysis
• Data synthesis
DELIVERABLES
• Personas
• Empathy Map
• Journey Map
• Research Report
OUTCOME
Research uncovered gaps in support systems, staff appreciation, and effective communication.
Recommendations include bolstering support for shop managers and volunteers, conducting communication workshops, and refining procedures via broader research participation.
Contact
email@domain.com
000-000-000
02. PROBLEM
Vinnies Retail Shop Managers have faced
operational challenges due to staffing shortages
stemming from the decline in volunteers since
the onset of COVID-19.
Almost two-thirds of volunteers (64.2%) estimated to have stopped volunteering in Western Australia between February and April 2020.
– Volunteering and the early impact of COVID-19 (May 2020) factsheet - Volunteering Australia
Support system and staff appreciation gaps
Volunteer shortages strain managers, as they lack paid support and must fill gaps themselves, often resulting in overwork and burnout.
Managers lack formal recognition and appreciation for their efforts, and they believe volunteers are also not adequately acknowledged.
Communication shortcomings
A significant disconnect exists between departments and leadership levels, resulting in fragmented communication within the organization.
Retail Shop Managers noted cases of negative communication from their Area Managers, with harsh feedback. Volunteers reported instances of inappropriate responses from managers.
Potential for process and procedure enhancement
Interviews reveal areas for enhancing Vinnies' procedures to improve efficiency. Stock rotation needs review, factoring in fuel price hikes, inflation, and staffing constraints.
The absence of signage causes inappropriate donations and sorting challenges. Volunteer training is repetitive, and managers lack adequate hands-on training.
How might we
devise strategies to tackle the identified shortcomings and enhance staff satisfaction and retention?
03. SOLUTION
A strategic action plan that addresses the
identified pain points
Step 1
Close Support system and staff appreciation gaps
Step 2
Address Communication shortcomings
Step 3
Enhance process and procedure
04. OUTCOME
Vinnies WA received a comprehensive research report
outlining key insights and findings, accompanied
by an action plan detailing recommended steps
to effectively address the uncovered pain points.