Product Design - Question Library 

Client:
Girl Scouts - a leading youth organization for girls in the US and American girls living abroad, comprising 1.8 million girl members and 800K adults.
Challenge:
Girl Scouts councils face challenges capturing volunteer event data in a scannable, reusable format due to the non-standardized data management process. This hinders effective sharing and utilization.
Objectives:
  • Establish a Seamless Data Management Process: Design and implement a data management solution that allows Girl Scouts councils to easily create and publish volunteer events in a consistent format.
  • Improve Recruitment Quality: By streamlining the data management process, we aim to enhance the overall quality of volunteer recruitment for Girl Scouts programs. A standardized approach will attract and engage potential volunteers more effectively.
  • Facilitate Data Sharing and Reusability: The solution will focus on enabling scannable and reusable data, allowing different Girl Scouts councils to access and utilize volunteer event information seamlessly. This sharing of valuable data will foster collaboration and knowledge exchange among councils.
  • Integration with GSUSA's Salesforce CRM: Integrate the new data management system with GSUSA's Salesforce CRM. This integration will ensure that volunteer data is efficiently standardized and submitted to the central CRM, streamlining data consolidation and reporting processes.
  • User-Centric Design: Throughout the project, we will prioritize user-centric design principles, conducting user research and usability testing to ensure that the system is intuitive, user-friendly, and tailored to meet the specific needs of Girl Scouts administrators and volunteers.



Solution:
​
To create unity and consistency in the database, allow GS councils to create and publish all volunteer opportunities in the same format, with standardized titles, content, and questions, promoting uniformity across all councils. Additionally, administrators should retain the flexibility to create custom opportunities for special events and unique questions. 

  • Implemented 20 Volunteer Opportunity Templates for GS to choose appropriate volunteer opportunities to create.
    • ​Designed a system for uploading, storing GS opportunity templates.
    • Created frontend for selecting, editing, saving opportunity templates.
  • Implemented Question Library
    • Conducted a survey, talked to admins and ran query to list most common questions those should be included in the library. Grouped 100 questions under six main title to make it easily scannable. 
    • Created system for uploading, storing, associating library questions with opportunities.
    • Created frontend for selecting, editing, saving questions.​
  • ​Salesforce Integration
    • Send qualified volunteer referrals to Salesforce CRM.
    • Technology/engineering collaboration between GSUSA and VM
  • Implemented GSUSA-branded pages
    • Login page
    • Admin pages: Templates, Question Library, Question Creation, Opportunity Dashboard


​
Collaboration and Challenges:
Throughout the project, I collaborated closely with VolunteerMatch's customer relations team, product team, as well as Girl Scouts' management, strategy, growth, and design team. The biggest challenge was handling decision-making involving numerous stakeholders, leading to scope changes and time delays. To address this, we requested the client to prioritize our suggested solutions "by importance." This approach helped the client prioritize their needs, reach a consensus, and facilitated smoother project progress. 

Results:
After three months of launching the project, the Question Manager became the second most-used recruitment tool for GS councils. It significantly improved the recruitment process, resulting in a seamless and standardized experience for volunteers and GS administrators alike.
​
Improvements Summary
  • Provided a concise and focused introduction to the project objectives and challenges.
  • Expanded on the UX solutions implemented, including user research and usability testing to validate design decisions.
  • Organized the information using clear headings and subheadings for better navigation.
  • Elaborated on the collaboration process with stakeholders and addressed challenges more in-depth.
  • Included specific metrics and qualitative feedback to demonstrate the success of the Question Manager.
  • Added visuals and transformed the piece into a structured case study format.​
P O R T F O L I O