Workshop facilitator, stakeholder interviews, journey mapping, service designer
Prince's Trust has been helping young people in the UK since 1976. As part of Somo's CSR work, I was asked to run a half day strategy journey mapping workshop to help them better unify their offline and online services from a young person’s perspective.
The Trust ran various programmes and streams that young people could join. Althought all under the umbrella of the Princes' Trust, some services were only offered in certain locations. The communication between front line staff and HQ initiatives was poor.
Extra funding was given to develop a digital/innovation function within the trust, with the aim of unifying the service offering to be more young person centric. This included online learning modules and updates to their website.
To the young person, the Prince's Trust is viewed as one single entity. Many felt frustrated as they were sent from department to department.
Waiting to be placed into a stream / service proved to be frustrating to young people as they did not know what happened next in the process and how long to wait.