Member Services Audit: Parkdale Centre
Parkdale Centre for Innovation (PCI) is a Not-for-profit Incubator focused on Inclusion & Equity. As the UXR, I planned and executed an audit to identify ways we could improve member services.
Overview
Problem
Since its opening in the summer of 2018, 2 cohorts had completed programming at and 30+ members had joined PCI. My stakeholders wanted to know what was/wasn’t working.
My challenge was to analyze the PCI’s member services and provide recommendations on improvements.
Solution
Documents that outline program information; how to register; services available to members and how they can access them.
Opportunities for members to connect with each other and the Parkdale community, and more support for those working full-time (e.g. more event notice, longer operating hours).
Context
Timeline: 5 weeks
Tools Used: Google Surveys
Deliverables
Slide Deck with key insights, member quotes, and findings/actionable recommendations matrix; Asana Project with next steps task breakdown
Skills Developed
Participant Recruitment, Interviews (4 members and 3 staff), Survey (9 respondents), Project Management
My Process
Phase 1: Research
Approach
I first met with the stakeholders so we could align on the scope and goals for the audit. After, I outlined the key questions we had and developed a research plan to find the answers.
Phase 2: Analysis
Approach
After 1 online survey, 5 member interviews, 3 staff interviews, observations, and reviewing the organization’s strategy documents, I thematically analyzed the data collected using affinity mapping.
Deliverables
Member Insights
“[PCI has] helped me gain vital education in the business building process and access new information and skills to begin the first stages of starting a business.”
Key Takeaways
✓Community - Members felt that the programs provided a framework to develop their ideas, a communal space to refine their business, and access to new resources.
- Flexibility - Members working full-time appreciated that the programs were part-time but wanted longer space operating hours due to their schedule constraints.
✗ Communication - Members were confused by the process to apply/register for programs and how to access services; they were also not aware of key services available to them such as access to funding/micro-financing.
“Business hours of the centre are very 9-5, if there’s a co-working aspect to come in and work on an idea, new members would appreciate working later.”
Phase 3: Recommendations
Approach
I developed recommendations based on the research and analysis. After presenting and discussing my findings and recommendations, I worked with the Parkdale team on a plan to implement the recommendations.
Deliverables
Findings/Recommendations
Asana Project
To help PCI prepare to implement the changes, I first worked with the stakeholders to prioritize recommendations. I then translated recommendations to to-do tasks and mapped out a project plan in Asana.