Organisation

Awareness

Consideration

Engage

Service

Outcome

Becomes Aware of Legal issue Provides information about Legal issues
Considers their options of who can help Provides information about services offered
Engages with an organisation to help Engages with a help-seeker to provide help
Receives service, to help with their legal issue Provides a service to the help-seeker
Resolves their legal issue Closes the case and reports

Awareness

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Tenants Support is running social media ads about helping tenants affected by COVID-19

Many renters are affected by COVID-19 and Tenants Support is running a social media campaign to help inform people affected of its services. The goal of the ads to not only support help-seekers, but also make people aware of legal issues and that there may be help available. They attempt to target these ads at those who are most likely to need help.

GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions

Awareness Stage

The Help-Seeker'sOrganisation's GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions:

Goals
  • Increase public awareness of legal problems through education initiatives
  • Increase public awareness of existence of service
  • Provide clarity on service types, service eligibility and how to apply
Activities
  • Maintain clear websites with good SEO including clear indications about where the service operates
  • Create engagement campaigns directed at help-seekers and referrers to build awareness in online and offline settings
  • Partner with referring organisations so that they can help to build awareness (could include running outreach service at partner locations)
Pain Points
  • Service has capacity to help more people but has difficulty promoting itself to eligible help-seekers
  • Eligible help-seekers struggle to self-identify as being potential service-users
  • Services aren't explained clearly enough for help-seekers to understand what is on offer without complex engagement
  • Access points may not be diversified enough and may present barriers to access (e.g. phonelines only open during business hours)
Opportunities
  • Accurate, user-centred and accessible service information and resources streamline peoples' understanding of and access to services
  • Search engine optimisation to ensure help-seekers can find a service in online settings
  • Sector-wide standardisation of service descriptions helps people understand services on offer and compare them side-by-side
  • Sector-wide intake and triage points, or sophisticated service directories help provide clear starting points for help-seekers
  • Diversified entry-points reduce barriers for people seeking help (e.g. having options to apply by phone, online and in person means there are many ways a person can engage with your service)
Potential supportive tech
  • User-centred websites with quality search-engine optimisation
  • Cohort-targeted digital advertising and promotion
  • Cross-sector service directories and/or education programs
  • Liaison with community services and referrers
  • Ensuring descriptions of services are clear and user-focussed, without overly complex or opaque eligibility criteria
  • Online intake, in addition to more traditional intake methods
Interactions
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Awareness