myRedkite
Experiencing a comprehensive solution to a complex problem, for a compassionate client
As always, successful Apps are built on the solid foundations of scoping and pre-work to establish mutual understanding and agreement of the goals ranging from the all-important user experience, right the way back to the big 4 elements that drive said UX:
1. Strategic thinking
2. Journey mapping
3. Wireframe
4. Prototyping
These steps proved critical in delivering a complete and highly functional user experience solution for a successful App on the Salesforce Community Platform. And at the heart of our collaboration with Redkite – a shared calling:
For those that would offer support and funding, a simple and obstacle-free e-highway for their goodwill and financial support needed to be created.
Redkite came to us with a complex problem that instantly touched the heart of every member of the BJM team. For 30 years, Redkite have provided essential support to both children with cancer and their loved ones, but there still existed an unmet need – to find a way to equip families with the knowledge, tools and means to claim and manage the financial assistance they deserve (and a way for social workers to do the same on a family’s behalf). We came on board and summoned all our user experience and analytical expertise in order to meet and exceed that need.
In direct response to user needs and requirements, we set out to tackle the complexity and stumbling blocks in search of simplification on the way to optimal user experiences. By mapping a clear user journey for each of the many scenarios that might face a stakeholder, we understood that “our” 5-point definition of “usability” would apply to designed solutions:
Using wireframes and journey maps, we devised simple, logical, step-by-step processes that would allow both families and social workers to apply, secure and manage funding, without having to disentangle the red tape themselves. The many convoluted paths to funding became a single, straight road.
The thinking and strategy that sits behind a straight line between a challenge/issue/problem (point A) and the solution (point B) can only be drawn by effective “design thinking”. In recognition of this truism, we set to work ensuring that our design thinking did, in fact:
Sometimes, a client’s requirement goes beyond mere commerce or customer satisfaction and becomes something more vital; bridging a gap in the way society can care for its own in times of distress, anguish and need.
Our journey mapping and wireframing incorporated more than the streamlining of funding pipelines. Through close collaboration with Redkite and thorough research, we addressed the need for the following additional features to optimise the user experience, including:
The project got right to the heart of what matters in life, which helped BJM and Redkite connect instantly.
As an organisation, Redkite’s primary mission is to solve problems, so when they came to understand our philosophy on creative solutions to complex challenges, they remarked that: “With BJM there was no problem too hard to solve. They truly helped make a complex process as simple as it could be.”
Our shared desire to make life easier for families in the midst of extreme difficulty fuelled our drive to identify the best possible user experiences on this special collaboration and we were all delighted with the outcomes.