Vinnies

This brief focused on designing a triaging process to improve the Vinnie’s call centre service.

This project is part of our UX Design Career Launcher course.

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  • Project starts27 October 2021
  • PrerequisitesNone
  • Places remaining12
  • Project Duration9 weeks
  • Course Price This project is part of the Career Launcher UX Course

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.

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Meet Your Mentor

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Announced Soon

Meet Your Mentor

Your mentor will be assigned to the project closer to the start date. You can be confident that no matter what project you choose, you will be guided by one of Australia’s eminent industry practitioners. All of our mentors hold a minimum of 10-15 years experience in their field.

Your mentor will be assigned to the project closer to the start date. You can be confident that no matter what project you choose, you will be guided by one of Australia’s eminent industry practitioners. All of our mentors hold a minimum of 10-15 years experience in their field.

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Want to learn more about the Career Launcher course?

STUDENT OUTCOMES

Hear Elinna’s Story

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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.

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Elinna Yau

UX/UI Designer | Curio

Sounds great, now what?

Register your interest here and a Harness Projects consultant will be in touch to discuss the project in more detail with you.

Register your interest here