Case study 4

Rocktrust

About RockTrust

“Rocktrust are a charity dedicated to ending youth homelessness. They foster a belief that accommodation, support, education and employment are the best routes off the streets and away from the misery that accompanies homelessness; leading to a better future for our young people.”

Summary of the project

AND are the official technology partner of Rocktrust. As a value proposition, AND are focused on empowering their customers through guiding them, building collaboratively alongside them, and equipping them for future success.

Rocktrust have asked AND to support them and work with them on improvements to their website and their digital presence.

Rocktrusts main goal is always to allow it’s beneficiaries to find the immediate support they need

My role

Lead user experience designer

Project timescale

My stint on the project was 6 weeks + is still ongoing

Existing website

Rocktrust research

RT service blueprint

Design specifications

The solution

Working in collaboration with Rocktrust, its is clear that there are a number of considerations when it comes to content strategy.

1To fulfil the need for Rocktrust to have ownership of their content, I am helping them remove any dependencies they might have and ensuring they are in control of their own backlog
2I have worked with the team to provide them with a design system (including artifacts) using figma. Each component is self contained and has its own specifications
3Through Agile ceremonies, I have contributed to the teams focus on value as part of their sprint goals. The value of outcome, rather than just feature delivery
4The visual designs articulate the expected behaviours of all of our archetypes. (These include authors, benficiaries and contributors). They fall in line with the brand guidelines and tone of voice provided by Rocktrust
5I work closely with my team and with Rocktrust to understand their needs as authors, and to better understand how they need their digital presence to feed into their offline presence
6The solution is technology agnostic. (It shouldn't matter what CMS they use)
7There is a clear measureable vision for the future of their digital presence

All touchpoints are being considered including authenticated services

Responsive and accessible design

Outputs so far have included:

1Crafted 3 main archetypes (visual artefacts) to help articulate the different needs of our user types to both the client and the internal Dev teams at AND.

●The beneficiaries | The people who recieve help directly from Rocktrust
●The contributors | The people who support Rocktrust through volunteering, their time and their expertise
●The content authors | The stars who help write the content that builds trust, opens communication gateways and connect the online journeys with the incredible people who work at Rocktrust

2Personas, scenarios and our storyboards (all visual artefacts)
3Spent time with the team on their content strategy and vision. (customer journeys and experience maps - All visually presented back)
4Using Agile methodologies, directed the dev team on the vision, whilst providing full visibility for the client (Figma and collaboration tools like Miro)
5Created a component library and a design system for the development team to use (Figma)
6Site structure, visual customer journeys and hi-fidelity template design (On-brand including typography, colour and tone of voice)
7Purposeful outcomes and content categorisation

Guidance on content strategy

Improvements

"Not everyone who’s homeless is a drug-addict or in need of mental health care. Some are people who've just been knocked down, and it can happen to you too. Not all of us make bad life choices."– Sherrilyn Kenyon

I would love to see youth homelessness meet a hard end.

Some of the stories and experiences from the beneficiaries are hard to digest.

On reflection I think I have made a significant impact on the project, however there will always more work needed. I would like to spend a bit more time with beneficiaries of the RT service who have overcome adversity, and shine a light on the impact that Rocktrust have on the real people who benefit from their service.

The project is ongoing and I hope to leave enough of an impact to truly help the beneficiaries of the wonderful service Rocktrust provide.