Help-Seeker

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

Engage

Help-Seeker Journey
Explore the Journey
Organisation Journey
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June makes an enquiry with Tenants Support via their website

She fills out a long form on the website, it takes her about 30 minutes to complete. She gets a confirmation saying that Tenants Support will make an assessment and get back to her soon. After waiting for five days, she gets a call to tell her that they should be able to help. She is asked for some more information and an appointment is scheduled.

GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions

Engage Stage

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

Goals
  • Find the contact details of a service
  • Engage with the right entry point or application process easily
  • Be onboarded easily and then assisted by the service to resolve problem
  • Find out quickly if ineligible and get guidance on where else to look for help
Activities
  • Online application
  • Initial phone call
  • Attending an appointment in-person or by phone/video-meeting
  • Receiving complementary services from other organisations (e.g. counselling)
Pain Points
  • Inconsistent information about service eligibility, or no information about eligibility guidelines frustrates help-seekers
  • For phone-based intake services, help-seekers may be put on hold for a long period of time on the phone, told to wait for a call back, and intake phone calls commonly take around 40 minutes
  • Information-gathering for intake may involve several phone calls and emails
  • Help-seekers must wait for intake assessments to take place to be advised of whether they can be assisted, and for some, they will be told they are ineligible after spending significant time on the intake process
  • Many services only do intake by phone (as opposed to online) and only operate during business hours
  • Playing phone tag with services, and needing to call many different organisations can take hours/days and lead to giving up
  • Online application forms can be lengthy and difficult to understand, and some are non-writable PDFs
Opportunities
Potential supportive tech
Interactions
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Online intake applications & tools
Self-help
You are the Help-Seeker
Interaction Map Click on the small circles to see how the Help-Seeker interacts with the Organisation
Engage