Member Support Goals For Wave 1

From Dreamfish

The Member Support Team is a service team formed from a merger of UX, DIY, and Community Management teams

As a reminder, these are the priority goals for the next three months, Jul-Sept 2009:

  • Successful Financing. Business model
  • Easy user experience from initial contact to membership
  • Network membership can describe what dreamfish is

Contents

[edit]
Wave 1 Goals from the Jun 29 retreat

[edit] Goal 1 - Write 4 uses cases in less than 3 months

(~80 hrs)

Lead: Scott Moore

Project Page: Dreamfish use cases


  • Brand-new and unoriented member case
  • worker case
  • Job provider case
  • Service team case

The use case should include:

  • Persona definition
  • Points of entry
  • Roadblocks
  • Success/outcomes definition
  • the work flow
  • Other personas they interact with
  • Verify the use case by observation and interview with real people fitting that case.


[edit] Goal 2 - Define minimum tools to use the network for various goals

a) in the network b) get a job/hire someone c) Join a service team This list of tools will be agreed to by 80% of the service team members

(~30 hrs)


[edit] Goal 3 - An orientation process and materials will be sent to each new members

(80 Hrs min)

Project Lead: (undetermined)

Project Page: Dreamfish Orientation Development Project

  • List of steps that orient new members
    • public and evolving
  • materials used in each step
  1. text (wiki page and email)
  2. human contact
  3. video
  4. downloads/handouts/printables
  5. A feedback survey on the orientation process - follow up with Tiffany about Appreciative Inquiry as the method for this gathering this feedback


[edit] Goal 4 - 80% of members can access the minimum toolset in 3 minutes

    • requires a developer and a UX designer


These next goals may be out of reach given current resources.


[edit] Goal 5 - 3 months after Wave 1, 50% of members registered during Wave 1 are still signing in.

    • other activity goals for later: jobs started, projects joined/completed, service on a service team)

[edit] Goal 6 - 80% of incoming members can achieve intended task/goal for the session in 8 minutes as reported on feedback surveys


[edit] Notes from the brainstorming session


What is the work flow for each type of member: uses cases, phases, processes?

  • Define tools to be used and what the toe will be to make user interface easy
  • Design user flow: how it works from contact to start of "using" the network.
  • Map sample use cases
  • Identify what tech people use now (so we can focus on those)
  • Write use cases for how people join
  • Identify roadblocks to new member engagement
  • identify points of entry
  • Identify and build user experience work flow for: entrepreneur, provider, dreamfish admin


Develop a FAQ as a member cheat sheet


Create an orientation strategy, process and package

  • wiki & email sign up at once
  • research single sign-on for dreamfish online tools
  • Members can do things easily right away
  • Use videos to explain quick wiki use or other tools. Just-in-time "how-tos"
  • Discuss pairing for new and experienced members as part of orientation

Connecting & Facilitating - Cycle

  • have more chances to meet others like today (in person). Not only online or cell phone. Face-to-face sometimes feels better.
  • how will we vet people looking to hire (not sure if this is vetting people to be hired by dreamfish or vetting job providers)
  • what will we do if people don't get paid?

DIY - Marketing, training materials, project management, tools, resources, video, text, animation.

  • detail steps to use different tools (and why)
  • work with marcom team to add new pages and elements for new members
  • make the dreamfish network clear and easy for new members to understand
  • Create bite-sized chunks of work volunteers can do as led by a service team lead
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