Revolutionising Social Work

My rol:

Tools used:

Duration:

Field:

About the company

The core of our Mission

The Official College of Social Work in Las Palmas protects the interests and rights of collegiate social workers, promoting their professional development and collaborating with public and private entities.

Backgroud

The challenge

The Official College of Social Work of Las Palmas used manual forms, which affected the efficiency and personalization of the serviceThe lack of a centralized system limited informed decision-making and the quality of the service. When the company started to use the CRM, the quality of the service was improved but the adaptation and navigation of the members to it was a pending issue, users were lost during some process.

The improvements our department desired…

Improve the usability and learning of CRM for members, providing adequate training and support.
Improve the usefulness and desirability of our platform to increase the participation and satisfaction of the members, addressing the ignorance of the school and encouraging a greater sense of belonging.
Find a balance between the web and the CRM, focusing on the members and ensuring a unified experience for them.

Roadmap

Our process

Phase 1:

Empathize with users – Help us to help you

Research and Analysis – Tests carried out

This was the longest phase of this project. Since we immerse ourselves in the life and needs of our members. The Organization stands out for having a close relationship with its members, and it was an advantage that we did not want to lose, therefore we carried out exhaustive research, collecting quantitative and qualitative data through interviews, forms and web analysis.

Our objectives with the research were:

Understanding the user’s needs:

Understand the context of users’ use on the web, what they are looking for, what content they want to find and how they would like to be able to consume them.

Encouraging Innovation:

Obtaining ideas and suggestions for improvement to enrich the User Experience

Methodology for research

I guided the team through three different research methodologies to identify the pain points of our users and members, both on the web and in the services and contents of the College.

Questionnaire and survey

Group 1: Collegiate – Understanding professional needs

We sent by email a preliminary survey to know on a larger scale how often they used our website, to also ask what content and services they would like to find on it.

Group 2: Web users – Capturing the digital experience

On the other hand, we put a survey on our website with the same objective previously mentioned, but this time more focused on the web.

INTERVIEWS

Group 3: Students – Exploring the future perspective


This group was key for us, they would take us to know how the new generation of Social Workers mindset, they usually have a fresh and updated perspective on current technologies and trends

Map of empathy

After the interviews and surveys we obtained a deep understanding of the groups that participated, this allowed us to clearly identify the areas of improvement and opportunities to provide a more satisfying and relevant experience for them.

Heuristic UX/CRO analysis

As a UX designer focused on improving conversion, I performed a heuristic UX/CRO analysis. This integrated strategy not only improved the user experience, but also boosted conversions, aligning our improvement to the collegiates with the objectives of the school to obtain a competitive advantage.

Phase 2:

Define the problem and devise creative solutions – Some of the problems detected

Here are the problems that were detected by areas and how we solve it.

Facing the dilema between the Web and CRM: Friends or Enemies?

One of the biggest challenges lay in the disconnection between our web platform and the CRM. Users were forced to navigate between independent systems, lacking the necessary information to make effective management. In addition, the manual process through forms added complexity to the workflow.

We opted for a symbiosis between both platforms. We eliminate the barrier between CRM and the web, looking for a smooth integration. The website became an information source, while the CRM focused on the operation, guaranteeing a more coherent and efficient experience for users.

The college and its value proposition:

Need to improve the experience and participation of the members in the college.

We are committed to creating the 360º care experience that provided value to the different groups of female colles in the different phases of their professional career, providing a series of services and resources that meet the needs of social workers.

Our new ecosystem

Now it was time to unify everything, leaving the collegiates at the center of everything, and that’s when we decided to make this ecosystem

How is the new website?

The new website presents a more intuitive and modern experience, with an attractive design and improved navigation. In addition, it offers a more organized and easy-to-understand structure, with well-categorized content and quick access to the different sections.

A Home page more interactive and close to the user.

Before

After

  • New 360 care experience: This circle summarized the 6 most important stages that collegiates can experience at college giving the user the welcome highlighting the services and contents.
  • Direct buttons to the most demanded procedures: Now, users can directly access the procedures they do the most, avoiding having to look for it in the CRM.

More efficient and autonomous management

Before

After

  • Management with support: A redesign was carried out that included a use guide to the most demanded managements of the school redirecting users to the CRM, increasing the autonomy of users and improving the experience.
  • Improved support: FAQ and contact with the support team sections were included.

Revolutionizing the collegiate of Social Work

Before

After

  • A 360 care experience:
    • Improved and more attractive design.
    • Detailed information about benefits and services.
    • Team section to convey closeness.
  • The quota – an investment in you and your future:
    • Detailed explanation of quotas and incentives to boost conversion.
    • Clear and transparent structure of information to facilitate decision-making.

Accompanying our colleagues in their success.

We redesign our old page from Google Sites to our main website to provide a more complete and useful experience for the students.

  • Centralization of resources and relevant content.
  • Promotion of our training, specific for students.
  • Quick access to the support.

Impact - Results

The results obtained after the redesign have been significant, improving both the user experience and the efficiency of the school. Some of the key metrics.

0 %

pages visited by user throughout the web

0 %

Reduction of bounce rate

0 %

increase visits to the pages of the memberships

Trabajar con Dafne es poder tener una fusión de profesionalidad y buenrollismo.

Es una persona muy calmada y analítica , que nos ha ofrecido herramientas innovadoras con las que abordar el desarrollo de nuestros proyectos. Siempre te ofrece una alternativa. Se fija en los detalles y si algo puede quedar mejor,no dudes que Dafne hará lo posible porque así sea. Recomiendo sus servicios y animo a mis contactos a que puedan contactarle.
Maria Rupérez Díaz -Moreu
Responsable departamento experiencia usuario - Colegio Oficial Trabajo Social Las Palmas

Dafne no crea la mejor web., hace algo mejor.

La construye contigo y con los usuarios que la van a utilizar para que realmente cumpla con su cometido. Destaco 3 aspectos clave de su trabajo:
    1/ He sido cliente en 2 proyectos de diseño web de diferentes tipologías y siempre ha cumplido los plazos.
    2/ Su formación en UX nos ha ayudado a incorporar metodologías de innovación para incluir a usuarios en el proceso.
    3/ Siempre ha traído varias soluciones a cada problema que ha surgido facilitando mucho nuestro éxito.
Gracias a su profesionalidad y gran humanidad la hemos incluido como miembro de pleno derecho de nuestro departamento de experiencia de usuario.
Josué Pérez
Miembro de la junta - Colegio Oficial del Trabajo Social de Las Palmas