This is a partnership project created by five students and our partner Bloodworks North West.
The objective of our user observation study with Bloodworks Northwest was to assist Naomi Ishikawa in generating ideas to increase the efficiency of the training process. We conducted two field studies, one to observe and record the training process, and the other to have one of our members undergo the training themselves. These sessions have given us a greater understanding of the situation and clearer ideas for possible solutions.
Recording notes while observing a setting and its participants allow for researchers to collect as much information as they can, this provides them with a much greater overall understanding. During field observations, attention must be paid to everything, this is more easily done with a group. Everything researchers can experience must be noted, as the most minute detail may present a breakthrough.
Interviews give researchers knowledge they might not have otherwise obtained along with the participant’s own observations, which could point to possible solutions.
Training Process Issues:
1. Lack of mobility The training must be done at a closed donation center.
2. Difficulty in scheduling Only one volunteer can be trained at a time, but the centers cannot just close to accommodate training sessions.
3. Duration of the training On average, training can take upwards of 3 hours depending on how quickly the trainee picks up on the procedures.
4. An excessive amount of data for each training session There is too much information to take in during each session, and it could be difficult for some volunteers to remember everything.
5. Various levels of proficiency with technology Not all volunteers will have the same knowledge with technology.
1. Usability problems Navigation is done with only the keyboard, using the mouse causes technical issues.
2. Interface/readability issues The interface looks dated and may cause some problems with being able to read the text on-screen.
3. Availability of software The training software can only be accessed on-site or with a Bloodworks laptop.
Personas & Use Case Scenarios
To capture the variety of volunteers at Bloodworks NW we created two volunteer personas, an elderly volunteer and a young one. We also made one for the trainer, since they are also a vital part of the training process.
Use Case Scenarios:
Each of our personas has an accompanying use case scenario specific to them. Use case scenarios help to depict a linear situation that a user might take while using our product. We felt that having a use case scenario rather than a use case (which represents all the possible options a user has) would provide more understanding, especially when paired with a persona.
Persona 1: Mitchell (Middle-aged retired man with more free time)
Use Case Scenario 1: Mitchell
Persona 2: Tammy (Bloodworks Trainer who has trouble training and scheduling the volunteers)
Use Case Scenario 2: Tammy
Persona 3: Oliwa (Tech savvy volunteer who decides to use the online training system)
Use Case Scenario 3: Oliwa
The online volunteer hub is an online platform that contains a plethora of features for volunteers and their managers. It can be accessed by volunteers via any device connected to the internet, negating the need for them to go to donation centers to receive training or for other reasons.