Session held Tuesday 09.25.18 5–6pm with Korb

Community-Motivated Volunteer: Catalyst

New user to Unself, past history volunteering with Intercambio

Insights

Proto Order: A then B

Proto A

• Community
  • Wants to immediately "like" / "clap" what another person posted
  • Refers to mission as her "bio"
  • Confusion around what the timer icon and +# means on the Community page and on Volunteer Profiles
• Volunteer Profile
  • "Connected to" read as an organization and as interactive
• Org Profile & Volunteer Profile back and forth
  • Initial confusion about stats up top; unclear if it was the volunteer's solo hours or total across the app for that org
    • After a couple seconds landed on the correct interpretation of data
  • Name, location, and mission told her it was an org; stats were supplementary
  • Causes registered as "settlers of catan cards"
    • Hesitant, but thinks these are different types of volunteering opportunities here
      • Needs a subheader to be clear. Possibly use "categories of opportunities" or "organization opportunities"
        • Also consider a subheader up top above stats that just says "organization"
    • Thinks that these would be interactive – showing lists of opportunities in each category only for this org, in a bullet-point style
      • Each opp would go to an event page to find out more and sign up
      • Because of that assumption, she feels the "up next" events module might be redundant
      • Realized that the event module is more immediate, people who want to volunteer in "the next two weeks what's coming up" without getting into types of volunteering
  • At one point called it the "business's profile page"
  • "Your go-to" understood as org contact person
    • Language took about a second to process
    • Would either open that person's Unself profile or an email mail:to
  • Recent impact section read as a running log of volunteers at first working with this organization and hours they've logged there
    • Understands that these would click through to each of their profiles
      • Profiles would be used as a way to see where they volunteer and get involved
    • Also wasn't clear if the tone was aspirational or factual; did this work happen in the past at this organization? or is this what they want to do here?
    • After looking at it more, couldn't figure out what the experience text is. Thought the "blurbs" are the volunteers' bios, or a description of a volunteer event, but the test data pulled from prod read like a mix of both and it was confusing
    • Expects the experience text to be a pseudo-review, but more about a snapshot of the impact that they made with this org on a certain day. Which is interesting, bc that's exactly what it is, but the volunteer's actual data isn't formatted to meet that need. Points to Unself needing to further clarify (again) what we want from that description text input.
  • Wants to see on other peoples' profiles a breakdown of all their total hours and hours at each organization; implied more of a donut chart viz with her hand motions
    • She sees that maybe replacing stats up top on the volunteer profile
    • Had her scroll down the profile; started to engage with the experience list by org, which she understood.
      • This is kind of what she would expect – but really does not understand the timer icon.
      • Important to note Allison has never tracked hours before
      • The "volunteered # days ago" label is what told her eventually that these were real past events tracked on Unself, not something else. Probably total spent 5-10 minutes between 3 screens working this out.
  • People interpret the top stats as saying how volunteers are engaging. Working a lot with a small # of orgs, or small amounts at multiple orgs. What volunteers really want to know is WHY they would have this breakdown, 1 vs the other, and WHY the work with each org.
  • Directed her to engage with the Causes view
    • Likes the large gems
    • "Volunteer category" or "opportunity category"
    • "Each individual category could fall under 1 org, or more than 1 org."
    • Does NOT understand what the timer and hours indicators are here or what data it's connected to
      • Thought the denominator was "across 64 organizations"
    • And yet, thinks that the Causes are still interactive here and would break down upon click to show the volunteering the person has done per category
  • "I kinda view this as 2 different ways to view the same thing. It would be user-dependent on how you go about deciding what volunteering opportunities you want...To me, the Experiences button shows you ways to volunteer by organization, whereas the Causes button shows you more by opportunity category. It could come down to – when someone's deciding where to volunteer at, they might want these 2 different breakdowns. They are telling you the same info in 2 different ways. In terms of what I'd prefer as a user, I actually think having both buttons is important because where I am geographically, or where I am in my life, I really care about what type of Cause I'm impacting, but other times [in my life] maybe I'm really strapped for time and I really just want to look by organizations that are close to me. I can see value in both of these."
• Events Page
  • Immediately understood what this was, the content, and appreciated there was a sign up button right away
  • Appreciated parking and age range info too; uncommon to see that but needed
  • Contact is very clear; also clear that the organization is listed / tied with the person
    • Scrolled back up to the org on the event page...might point to tying those 2 together in the UI
  • What you'll impact header was highlighted as more clear than before; missing on the Org Profile
• Org Module on Community Feed
  • Understood this was an event loosely happening at an org right now
    • Right now is a loose description of time, could be this week
  • Understood these were volunteers who'd volunteered in the past week
  • First user to find the location bar UI in the bottom; appreciated the # of miles away from me
• Track
  • Allison has not tracked; proto data shows previously tracked data
  • Add Org very intuitive
    • Sharing text
      • Initially clear
      • Then doubtful if this org got all her data tracked everywhere
        • Assumes that each org that partners with Unself gets a login to track all the volunteer data only at their org (WHOO HOO!)
        • Nothing in the UI told her this, just her assumption
        • "In an age of information sharing and privacy, I would think that it should clarify if this is going just to this organization or they see everything."
        • "This organization gets and impact report from Unself, so that they can tailor what they're doing to their mission."
      • Needs to see "Tracked hours at this org" and "Experience descriptions at this org"
      • "Experience description" isn't a clear label to her
  • Tracking hours flow
    • Inputs all good
    • "How did you help?...so this is what I would think would be that...oh crap I forget what it's called...'Impact experience?'"
    • "Maybe I'd call this 'Volunteer impact experience?' Something to denote that it's you and how your volunteering made an impact – not just that impact, but your experience making that impact."
    • Understood date range
      • Might point to how we change that copy
    • Sharing experience
      • Thinks at first this is sharing to her own Profile
      • Understood where it would be shared; to org, to community
      • "Sure! I want to shout it from the rooftops!"
      • Expected behavior to land on Community
      • "This whole thing – tracking and choosing who I put it out to – is also like Instagram."
      • "Community is like my Newsfeed kinda deal."
      • "I would assume if I went to my Profile, it would be updated with all my volunteering, including what I just did...if it's not, I'd think maybe I didn't enter it right."
      • "I could see people not wanting to show ALL their volunteering stuff with everyone...that sharing screen we just saw, there should be an option to share to my Profile vs. track privately."
      • "I want to toggle on and off what I can see vs. what other people can see."
      • "It seems like everything [I do or have on the app] could be for other people. At that point, it's up to the user to decide what they want to share. The default's probably sharing everything with everyone. I'm the kind of person who doesn't even put my real name on my Instagram. If I were to use the app, the first thing I'd do is to limit what I'd be sharing. The first time [I use the app], I'd want it to be very apparent that the default is public so that I would know to go change it. It makes me feel better when the app tells you that explicitly so that I can know that up front and make my decisions from there."

Proto B

• Me
  • Immediately got this is where she would Track
  • After a few seconds realized this was private
  • "I'd still assume the details here are available to everyone publicly, whether it's through another view of this or on my feed."
  • Skipped through tracking flow quickly
• Community
  • Tapped on "Following"
    • Could be following people around the country
    • "Self-explanatory"
  • Nearby
    • Confused what the scope of "Nearby" meant
    • "I guess it's people, who've had experiences closer to me...or organizations that are close to me. This is kind of ambiguous."
    • Would rather see orgs close to her, not the people
    • "Or is it people who've volunteered AT organizations that are within 5 miles of me?"
    • Understood "5 miles" would "expand or contract your search radius"
• Me
  • Understood this is her profile
  • Found the Public View – "This is kind of what I was describing before! This screen is showing me what I'm sharing with other users on the app. I would assume that this public profile view is the same as my Me view, until I went into Settings here and said I don't want to show certain things."
• Customize Profile
  • Understood hide/show toggle would instantly change the display but not affect the Me view
  • I imagine Customize would be more in depth around what I show
    • Thought there should be show/hide toggles or check boxes for each field/element
      • Name of org
      • Hours at org
      • "Impact" / "Experiences" at org (all vs. a few)
      • Categories for org
    • After talking through it, understood how the proto functionality worked, but didn't quite meet her customization assumptions
  • Disoriented by design and copy on customize single org page