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

Outcome

Help-Seeker Journey
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Organisation Journey
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June contacts Tenants Support to thank them for their help

June contacts John and thanks him for helping her, she is relieved that the issue has been resolved, and is happy to complete a survey providing feedback on her experience with Tenants Support. This feedback is added to the Tenants Support case management system and the data is then used in reporting.

GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions

Outcome Stage

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

Goals
  • Understand impact of service
  • Learn from cases and improve services based on learnings
  • Be positioned to communicate impact of legal services to assist with advocating for improved laws, systems and funding
Activities
  • Understand impact on help-seekers and society via analysis and evaluation
  • Report on outcomes
Pain Points
  • Finding and contacting clients after service ends to engage in evaluation
  • Seeking meaningful data and input to support impact measurement
  • Standardisation in approach to data capture and client follow-up to support sector-level impact measurement
Opportunities
  • Get feedback from clients directly after service ends, but also some time after to track longer-term outcomes (and ensure consent to this and relevant contact details are captured immediately after service provision)
  • Create qualitative and quantitative set of measures of legal and life outcomes, and apply consistently across sector to support sector-level tracking
  • Provide avenues for cross-sector impact analysis
Potential supportive tech
  • Cloud-based case management systems
  • Reporting dashboards, sector-level analytics and impact measurement frameworks and software
  • Analytics services (e.g. Quicksight, Power BI)
  • Online surveys linked to case management system
  • SMS client surveys
Interactions
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matter closure Feedback Data collation Closure processes
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Outcome