The account management and volunteer operations teams spend a lot of time sending manual updates, reports and insights to clients. On average, 40% of their time is spent on these tasks. In 2024, Olio was given the opportunity to pitch a new platform to a high profile client, where the key requirement was to showcase a business platform where clients could manage and self serve their reports.
I started by gathering key requirements for the project from stakeholders and utilising their expertise to draw out the core product flows.
• I outlined the key experience flows for the platform, in particular issue reporting and impact data analysis.
•I guided alignment on the key features for the platform using the MOSCOW method to structure the priority focus as there was a short deadline to deliver this work.
I defined the most impact driven needs the product needed to address:
• the ability to self report issues
• the ability to view their impact data and download a report.
The self reporting tool was developed quickly because it was very straightforwards.
Following this, I started designing the more complex experience of allowing clients to view, filter, customise and download their Impact Data.
I adhered to the requirements set out by the volunteer operations team, and worked closely with the developers to ensure feasibility.
Outcome
After launching the follow up with the new Impact Data, we saw that 76% of our clients accessed the new Partner Hub platform and viewed their impact data.
The reporting issue tool was used favourably. The manual reporting work the volunteer ops team were doing before release was reduced by an average of 30 hours a week proving the value and impact of the self serve platform.
