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Putting people at the centre of design at the samaritans


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Francis Bacon, Digital Programme Lead, Samaritans & Neil Schwarz, Experience Director, cxpartners
“How can we combine technology with compassion to evolve for the future and save more lives?” Francis & Neil will discuss designing an online messaging service for people in deep crisis - sharing the challenges to customer centricity within this project and the learnings.

Published in: Government & Nonprofit
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Putting people at the centre of design at the samaritans

  1. 1. Putting people at the centre of design at the Samaritans
  2. 2. Every 90 minutes someone in the UK or Ireland dies by suicide. 
  3. 3. Suicide is the biggest killer of men under 50 and of young people aged 20-34.
  4. 4. Every 6 seconds…
  5. 5. Challenges How to make decisions? How to get started? How to bring the organisation 
 on the journey?
  6. 6. Making decisions
  7. 7. Enquiry Invite to info day Info day Selection Interview Training 3,339 Left whilst waiting for a first response In 2015… 4,006 Left before Info event 9,348 Left after Info event 3,673 Left after submitting application 3,680 Left after selection event 2,003 Left after an interview 1,002 Left after attending training 1,897 Left during SIT 1 Apply Probation ‘Full Samaritan’ 3,338 Complete journey 1,002 Left during probation 33,387 Enquiries 7 Data from Volunteer Voice and Potential Volunteer Survey Results - March 2017 Volunteer Voice and Potential Volunteer survey results March 2017: Summary of findings Page 1 of 11
  8. 8. 8
  9. 9. Evidence the need for change.
  10. 10. Getting started
  11. 11. Alpha BetaDiscovery
  12. 12. Start small. Experiment.
  13. 13. Bringing the organisation on the journey
  14. 14. Build engagement. Find advocates.
  15. 15. Questions?