Access Migrant Support update
Focus group on Digital Platform
Part 1 - 15th & 17th September
Our team of Project Workers took part in a team focus group hosted by Kat and Hannah from Neon Tribe on 15 September. The team was asked to consider proposed changes and improvements to our website and the use of a new digital platform to enhance our user interaction. The team was asked to plot the user experience from a staff and user viewpoint. They flagged up key pinch points and crucial interactions zones where new technology could improve both the user interface and the efficiency of the process.
Recommendations from the staff included improved user data recording and avoidance of repeated case notation, a fully integrated appointment booking system, with a live chat, in-vision option, available to all users and partner agencies. The staff asked for the creation of a series of YouTube shorts, covering repeated advice actions, including form filling demos, and demonstrations for often used website and online procedures. All would be recorded in the languages of our users, with the option to add additional languages and update shorts with info bubbles and commentary. If Access were successful, the prize fund should be used to produce the YouTube shorts.
On the 17th of September the Trustee Board met and endorsed the findings of the staff focus group.
Focus group on Digital Platform
Part 2 - 26th September
A focus group was held at the QM Center in Wisbech for a group of Access Users, again hosted by Neon Tribe.
A focus group was held at the QM Center in Wisbech for a group of Access Users, again hosted by Neon Tribe. The group was asked to carry out a number of exercises to establish what they wanted from an improved online advice experience. There was a cross section of users from different age groups and differing experiences of online usage. There were those with no internet experience, some with limited computer skills and those who were regular online users.
The team from Neo Tribe ran a series of simulations of how a new online advice experience might be delivered. Users were asked to take part and feedback on what worked for them.
All agreed that an expanded service online would be helpful, particularly if there was additional support. Not everyone was able to travel to an advice centre, and others said some issues need more urgent help which made waiting for an appointment difficult. There was universal agreement that the most popular innovation was the use of YouTube videos to provide help in their own language. Even those with limited internet skills felt confident enough to access online video shorts. They would certainly use these and recommend them to others in their communities.
Feedback:
The information on YouTube is very useful, I would definitely use this resource in the future and if Il have any further questions I would come for information clarification to ACCESS.
YouTube video about the share code was very easy to understand as there were visual instructions how to do it step by step and subtitles are available if you don’t understand voice instructions.
Access would like to begin work on producing a series of You Tube videos in response to the above feedback, as there is a significant need. If we were successful and won the first prize, we would use the funds to produce the first batch of video shorts.