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How the Red Cross Improved Their Volunteer Experience

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Build new ways of working through understanding the volunteer experience

The Indiana Region of the American Red Cross was facing two key challenges. As a volunteer-led organization, they saw that the majority of their volunteer base would be aging out in the years to come. This brought the need to attract a younger generation of volunteers. This also brought the need for new skills and alternate ways of working to develop more action-based design thinking capabilities in-house.


How might we improve Indiana's American Red Cross volunteer experience?

Challenge

  • Aging volunteer staff
  • Struggling with 'in-the-box' thinking

Task

  • Bi-weekly training sessions
  • On-call support
  • Custom Design Thinking curriculum

Impact

  • 40% increase in volunteer on-boarding
  • 98% volunteer experience satisfaction 

1


Challenge

The Indiana Region of the American Red Cross was facing two key challenges. (opportunities)  As a volunteer-led organization, they saw that the majority of their volunteer base would be aging out in the years to come. This brought the need to attract a younger generation of volunteers. This also brought the need for new skills and alternate ways of working to develop more action-based design thinking capabilities in-house.

2


Task

Collabo was brought in to carry our project-based design thinking and people-centered design training for the Volunteer Services team. The goal was to use the current volunteer on-boarding experience as a context for project-based training.

3


Impact

The Volunteer Service team not only has an iterative experience map to help pinpoint and address challenges and opportunities in their volunteers' journey, but the entire organization now has the capabilities to work with their customers and constituents in a truly people-centered way.


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