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- Project starts27 October 2021
- PrerequisitesNone
- Places remaining1
- Project Duration9 weeks
- Course Price $2900
The Brief
The St Vincent de Paul Society was founded by a 20 year old student named Frederic Ozanam in 1833. It was established by like minded individuals who wished to put their faith into action.
The St Vincent de Paul Society in Western Australia (Vinnies WA) has sought to create a more just and compassionate society by responding directly to needs identified in the community through local parish based volunteer groups since 1865.
Vinnies WA network of members delivers emergency relief to people experiencing hardship within their local communities. What connects the members and people needing help is our busy, volunteer run call centre, based in our Head Office. The call centre is responsible for greeting the client over the phone and capturing their needs and based on their location, allocating on-the-ground support in the form of a home visit or a support centre appointment.
One of the challenges the centre is looking to overcome is to find a way to triage and allocate support services to those most in need. The current experience is that those that get on the phone first, generally get support first which can leave others with more urgent requirements not accessing support when it’s needed. Students on this project are to conduct research into the current support services of Vinnies WA and design a solution that helps to triage and prioritise the service allocation. This solution may be a client-facing digital solution where clients can go online to self-select their requirements, or an internal digital touchpoint for volunteer call centre staff to refer to when making their triage decisions. Your research should inform which direction to base your designed solution on.
Meet Your Mentor
Oliver Mitchell
Meet Your Mentor
Oliver is a Product Manager at Prezzee, one of Australia’s fastest growing tech companies (#15 on Deloitte Fast 50, 2020) where he leads New Product Development. He previously founded his own fintech start-up, Moneycado, which used open banking rails to co-ordinate and settle debts in groups. Moneycado is an alumni
Oliver is a Product Manager at Prezzee, one of Australia’s fastest growing tech companies (#15 on Deloitte Fast 50, 2020) where he leads New Product Development. He previously founded his own fintech start-up, Moneycado, which used open banking rails to co-ordinate and settle debts in groups. Moneycado is an alumni of Founders Factory accelerator programme.
Oliver believes that product managers should be creative as much as they are logistical. They are story-tellers, whether the medium is mock-ups, memos or presentations, and the anchoring voice in matters of strategy and decisions. He loves to use jobs-to-be-done to understand customers deeply, then draw on design tools to bring ideas to life quickly and effectively.
Where I’ve worked
- Product Manager @ Prezzee
- Head of Product @ Dresden Vision
I really felt that Harness Projects gave not only the UX skills, but a big part of it was instilling my confidence to deliver compelling solutions for real world clients. Nothing gets you more job ready than that.
