While posting questions in a Facebook Group for international students, June notices a Facebook ad for Tenants Support, a service that seems like it might be able to help her

While on Facebook looking for guidance, June notices an ad for an organisation called Tenants Support, offering help on tenancy issues for people affected by COVID-19. She goes to their website and after reading about what they do, she’s a little confused about their services and eligibility criteria, but thinks they might be able to help her.

June also finds some online information that explains tenancy law, but she isn’t sure if it’s up to date. She has heard that because of COVID-19 there are some new rules, but the information doesn’t refer to these new rules.

She has also been told about a range of other website and services by friends and other users in Facebook Groups. She is a bit overwhelmed and finds it hard to know where to start amongst these options.

Consideration Stage

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

Goals

Clarify the nature of the legal issue, be empowered with language to describe the issue and effectively engage with relevant services and resources
Reach understanding about legal service options available and understand the differences between the options and their limits
Choose a service to engage with if there is a service available (or choose to self-help)
identify most appropriate and useful self-help resources
Get assistance/support with non-legal elements of the problem

Activities

Continue to learn about and clarify understanding of the nature of the legal issue
Start to understand and evaluate avenues for progressing the issue and self-help options through self-help resources
Review service website/brochures/social media
Reach out to legal service organisations found during the awareness phase (phone, email, online tools, social media)
Receive further service recommendations through contacting services (referrals)
Compare and evaluate available services if more than one option available

Pain Points

Information about legal issues is often not specific enough for the help-seeker’s situation
Information may not be user-friendly, accessible, written in plain language, or up to date
Inconsistent language and terminology makes it difficult to compare information about legal services
Most services don’t have their eligibility criteria available online, making it difficult to assess which service is most appropriate for the help-seeker’s situation and whether an individual will meet eligibility guidelines without making many phone calls
Many services run phone-only intake and many individuals find it difficult to wait on the phone during business hours
Where help-seeker has a complex problem, they may realise they will need to engage with a range of legal and non-legal services to address their issue - no single service will be able to help with their whole problem

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More Details

You are the Organisation

Marketing materials Legal education materials Website Phone Service locations

Friends, family & community Other advisors

You are the Help-Seeker

Interaction Map Click on the small circles to see how the Help-Seeker interacts with the Organisation

Consideration

Awareness

Consideration

Engage

Service

Outcome

Consideration

While posting questions in a Facebook Group for international students, June notices a Facebook ad for Tenants Support, a service that seems like it might be able to help her

Consideration Stage

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