The Challenge: Volunteers at the Idaho Humane Society struggle feeling confident while matching cats from the shelter to their forever homes. Current adoption rates of cats in the shelter are at 73%, and it is not uncommon for adopted cats to be returned at a later date. The shelter hopes to increase adoption rates to 85%.
The Opportunity: The Furever App is a team project that I worked on during my time in Boise State’s Organizational Performance and Workplace Learning (OPWL) masters program. The project team had the opportunity to create support resources to help volunteers match cats to their forever homes.
My Role: As a contributing Learning Experience Designer on this project, I worked on analysis, design, and prototype development along with three other students.
Mixed Methods Approach
Analysis: Our team sifted through over 200 pages of research consisting of volunteer interviews, surveys, and observations. We also conducted interviews to identify common issues among animal shelter volunteers.
Mission Statement: Based off of our research, the team conducted a brainstorm to generate possible opportunities to help the shelter volunteers. From there, we developed a mission/vision statement to guide our project.
Empathy Map: We created an empathy map based on the research of our learners. This activity allowed us to consider who are learners were, what they’re doing, seeing, saying, hearing, thinking, and feeling.
Learner Persona: Next, we created a learner personas for a segment of our volunteer group. This activity gave us a better understanding of the backgrounds, goals, and characteristics of our learners.
Journey Map: Next, we created a learner experience journey map for our learner persona. The journey map provided us with a better understanding of the different phases of learning volunteers go through and the tasks they performed. The journey map was used to identify where potential solutions could be incorporated.
The Furever Home Web-Based App
The outcome of our project was a low fidelity prototype of The Furever Home Web-Based App. The app would support the volunteers throughout the adoption intake process and enable them to provide effective, efficient, and customer-centered intakes.
Volunteers can use the app on their mobile phone or tablets. The app incorporates volunteer tools such as an intake questionnaire, job aids on cat and animal behavior, animal care and safety information, and customer service. The app also incorporates a digital badging component that tracks how many successful adoptions a volunteer has assisted with and encourages them to mentor and coach other volunteers in the shelter.