The Actors’ Fund of Canada came to Usability Matters to improve their request for assistance process. A collaborative, service design approach allowed us to address strategic issues and implement tactical interventions.

SERVICES

Graphic Design, UX Design, Service Design

QUICK FACTS

1.

A rapid understanding of complex systems from a business and user perspective.

2.

Service design approaches created a holistic view of processes and pain points.

3.

Information design for clarity, communication and legibility.

As a small charity, we pride ourselves on compassionate and personalized client service. UM worked closely with us to understand the goals and operation of our organization. They were respectful of our constraints and were adept and responsive to input from all levels. From their overview of our current process, we were able to identify areas for improvement in communication and administration. UM helped us advance our overall goal of making services client-friendly, and developed real, concrete changes that could help us improve right away.

— Leah Erbe

Case Coordinator, Actors’ Fund of Canada

QUICK FACTS

1.

A rapid understanding of complex systems from a business and user perspective.

2.

Service design approaches created a holistic view of processes and pain points.

3.

Information design for clarity, communication and legibility.

CHALLENGE

The Actors’ Fund provides financial aid to individuals in the cultural or entertainment industry who are suffering financial hardship. The assistance process is initiated when a request form is submitted. These forms require detailed review and a quick response. Fund administrators required detailed and specific information to ensure the disbursement process meets the criteria. The form did not clearly communicate eligibility or what to expect through the process. The challenge was balancing rigor and thoroughness with client service.

APPROACH

Usability Matters worked collaboratively with the Actors’ Fund understand the existing process and challenges. We used process mapping to visualize the complexity of the existing system and identify pain points. In-depth interviews with Fund administrators and clients built further understanding and empathy, and provided us with insights to carry forward through the design process.

A tactical focus on redesigning the application form for improved clarity allowed us to make a real impact in a short timeframe. An iterative design process, which included testing with representative users of the form, allowed us to refine our design work. Stakeholder and user feedback was an integral part of our approach.

CHALLENGE

The Actors’ Fund provides financial aid to individuals in the cultural or entertainment industry who are suffering financial hardship. The assistance process is initiated when a request form is submitted. These forms require detailed review and a quick response. Fund administrators required detailed and specific information to ensure the disbursement process meets the criteria. The form did not clearly communicate eligibility or what to expect through the process. The challenge was balancing rigor and thoroughness with client service.

APPROACH

Usability Matters worked collaboratively with the Actors’ Fund understand the existing process and challenges. We used process mapping to visualize the complexity of the existing system and identify pain points. In-depth interviews with Fund administrators and clients built further understanding and empathy, and provided us with insights to carry forward through the design process.

A tactical focus on redesigning the application form for improved clarity allowed us to make a real impact in a short timeframe. An iterative design process, which included testing with representative users of the form, allowed us to refine our design work. Stakeholder and user feedback was an integral part of our approach.

RESULTS

1.

Improved information design provides more clarity and support to clients.

2.

21% reduction in incomplete and unclear applications.

3.

20% reduction in applications missing necessary information.

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