Living Well is a fantastic South London based charity that is so much more than a foodbank, with a range of service which aim to look after the whole person.
As their guest base grew fast in size and demographic diversity, the team at Living Well wanted to clear view of guest needs and goals, in order to continue improving their offering. The team were also aware that they has a gap to fill with research, as they largely only received anecdotal qualitative feedback.
Our first goal was to help the team at Living Well identify and understand distinct profiles of guests. Our second goal was to make the team self-sufficient in collecting feedback from guests.
We ran a series of workshops to create guest personas and journey map their current experience – from first becoming aware of Living Well to realizing long-term value. The mapping exercise generated ideas and identified gaps in knowledge, which could be filled with research. From there, the team implemented 3 simple surveys of new, short-term and long-term users.