Service Employees International Union:
User Research / Journey-Mapping
SEIU is a union representing more than 45,000 long-term care workers providing quality home care, nursing home care, and residential services across Washington and Montana.
Over the course of a year-long user research effort, SEIU had collected a voluminous compendium of data on the tactical and administrative challenges their membership was typically faced with on a day-to-day bases in an effort to better understand how they might be supported. This data needed to be synthesized into a more palatable narrative that painted a compelling picture that could be distributed to their executive leadership.
Problem statement:
Distill raw research data, both quantitative and qualitative, into an effective and compelling format that brought the story to life, imbuing empathy while alluding to possible opportunities for course correction.
Role:
User Researcher | UX Designer | Illustrator
Empathically conveying a day-in-the life of a home care giver
Innovating on the fundamentals of journey mapping, an artifact was conceptualized that conveyed both a 360° view of the cognitive pivots a caregiver typically had to make throughout the day, while also demonstrating the day-to-day details through dynamic storyboard illustrations.
Storyboard sample...
