Design Team
5 Designers
Partners
BSC Glasgow Football Club
Timeline
January 27 - April 30
Location
Glasgow
MY RESPONSIBILITIES
Project planning, contact experts and institutions, create participation tools and lead the visual output of the final plan
INSPIRATION
Glasgow won the right to host sports capital in 2023, which means that the entire city will usher in large-scale sports events. According to the plan released by the city council, Glasgow needs to host at least 365 sports events. Therefore, we need to analyze and explore the entire system to improve the service experience of key systems. Eventually, sports as a symbol of Glasgow’s cultural heritage will affect the entire city’s cultural tourism industry.
In order to find design opportunities, we first conducted a large number of case studies and desk research, and sorted out several major sections related to the capital of sports. Such as environment, finance, policy and lifestyle. Then we interviewed several experts and discussed the commonwealth games ‘legacy’ around the future city. Through mapping and categorizing all the collected information, we finally found that volunteer groups are not only links between sports activities and participants, but also have a strong influence on motivating activity participation. Therefore, the improvement of the volunteer service system is the research direction of this project.
Expert Interview
With Dr Robert Rogerson from University of Strathclyde
Phone Interview
With David Walsh from Glasgow Centre for Population Health
IDEATION
When researching the volunteer population, we got in touch with BSC Glasgow Football Club and established a cooperative relationship, conducted several interviews with the person in charge, Steve, and organized the club’s volunteers to conduct workshops to discuss volunteer experiences. Mindset and needs. According to the feedback collected from volunteers, we have integrated four types of persona from different user groups to better discover the needs of empathetic users.
Work shop set with volunteers from BSC Football Club
Persona
After user analysis we got some insights:
Many people who are willing to be volunteers are not sure about what they prefer to do
Volunteers find it's difficult to manage their time for volunteering
The journey of applying to be a volunteer is too complex for several people, like the elderly who are not familiar with digital devices
Most student volunteers work for enhancing their resume
Then the team members used "how might we..." to think about the design direction, and finally established that we will create a new experience of the volunteer application process to improve the volunteer application rate and stability.
Since this service will use BSC as a pilot, we have re-examined the volunteer system based on the organizational structure of BSC. We found that the volunteer football coaches of BSC faced two problems:
It will take a long time to train fresh volunteers
They are lack of long term coach volunteers
Mapping of the user needs
Mapping of the BSC organizational structure
OUTCOME
We have made a new transformation and improvement to the volunteer recruitment system of BSC, so that they can attract more volunteers to become professional coach volunteers and reduce the loss of professional volunteers. So we designed a set of "volunteer passport" toolkit for student volunteers. Applicants can take a short test when applying to match the skills and volunteer positions they want to develop. After becoming a volunteer, the volunteer passport will It is used to record their accumulated experience value in each volunteer activity, which is confirmed by the organization and issued after completing their first stage of volunteer service. This will be directly used as proof of their job search.
This service transforms the past volunteer journey into a user-centered journey to improve work skills, and the volunteer service time is set as a phased task, so that volunteers are more motivated and easier to stick to volunteer work.