VNA Texas (Meals on Wheels)
Design strategy, product design, user testing
Overview
VNA is a nonprofit organization dedicated to enabling seniors to maintain independence at home. VNA is the managing organization for Meals on Wheels Dallas County, the third largest Meals on Wheels program in the country. VNA sought to scale meal delivery by 70%, requiring greater operational efficiency, more volunteers, and an increase in donor contributions. VNA engaged Credera to design and implement an integrated technology solution that would increase efficiency, enhance the volunteer experience, and enable data capture and management.
My Role
I did initial user research by meeting with their employees, the volunteers, and doing a drive run with members of my team. We mapped out an end-to-end process that helped us identify which gaps needed to be filled by technology. I led and designed four separate applications: a portal for their volunteers and back office staff, and two iOS applications to manage and track day-of deliveries. After the release of all four applications, VNA saw an increase in the volunteer database by 21% in the first three month along with enabling a 360-degree view of volunteer profiles and activity.
Drive Run with the Credera Team
Back Office Portal
Benefits
Increased efficiency of driver scheduling and route management
Provided route assignment visibility to enable VNA to clearly view and proactively assign open routes
Overview
The Back Office Portal was designed for VNA employees to allow them to efficiently manage and fill routes on a day-to-day basis.
Drop Site App
Benefits
Streamlined the check-in experience at the drop site to enhance staff and volunteer experiences
Enabled data capture of new drivers at the drop site
Provided real-time status updates to the Back Office team
Overview
The Drop Site iPad app worked in conjunction with the Back Office Portal to effectively manage pick-up statuses on the day-of delivery.
Volunteer Portal
Overview
The Volunteer Portal provided volunteers with a one-stop-shop for registering and signing up for routes with capabilities for group coordinators to manage their groups.
Benefits
Increased volunteer engagement through self-service route assignment management and volunteer group functionality
Recruited more volunteers by removing friction from the onboarding process
Enable the capture of more robust volunteer data, complete with profile information and activity history
Mobile Delivery App
benefits
Increased effectiveness of delivery and client data management through a more efficient feedback mechanism
Recruited younger, tech-savvy volunteers by enhancing the digital experience
Overview
The VNA mobile app enabled real-time delivery status notifications to quickly respond to client issues and increases client data capture to improve customer service.
