User research synthesis

	A	B	C	D	E	F	G	H	I	J	K	L	M	N	O
1	KEY:	Change in this area is important to solve it	x	x	x	x	x	x	x
2		Change in this area will support solving it	y	y	y	y	y	y	y
3
4			What does it need to solve it?							Concept ideas (click to view a concept sketch)
5	Theme	Sub-theme	Standard	Directory product	New product	Culture and behaviour	Business processes (eg. procurement, budgets)	Metrics / performance	Team (roles & capabilities)	1	2	3	4	5	6

6	Data management					x	x
7	Data management	Data custodians lack capacity to maintain data - overstretched				x	x
8	Data management	People are too busy to update a directory				x	x
9	Data management	Editing service providers' data is time consuming and requires expertise	y	x		x	x			Well defined fields, guidance and better data validation
10	Data management	User-inputted data requires lots of moderation	y	x		x	x			Service checking and validation workflows
11	Data management	Most data is input manually	y	x		x	x			Pull in existing data from trusted sources
12	Data management	Checking / validation of data is usually every 3 months, but largely manual		x		x	x
13	Data management	Difficulty with getting service providers to provide and update data	y			x	x
14	Data management	Email service providers periodically to update data		x		x	x			Auto check and send data updates
15	Events / activities		x			y
16	Events / activities	Events and activities are important services. And are seasonal	x	y		y
17	Events / activities	There may be seasonal trends to consider in supply / demand of community services	x			y
18	Events / activities	Many service providers run drop-ins and / or weekly recurring events / activities	x	x		y				Better date / time formatting for recurring activities	Digital timetables	Activity feeds for different audiences	Surface seasonal content	Improved date/time filtering and search	Calendaring user interfaces and analysis
19	Community service capacity					y	x
20	Community service capacity	There is sensitivity around making eligibility criteria public, but uncertainty as to why				x	x
21	Community service capacity	Eligibility criteria are often hidden / only understood by professionals. People [who meet those] eligibility criteria have to work harder				x	x
22	Community service capacity	Services can in some cases be over capacity. (perhaps mainly at the critical needs side)				x	x
23	Community service capacity	Fear about making eligibility criteria, capacity, contact person public				x	y
24	Community service capacity	Not overview of all the services available and their eligibility criteria				x	x
25	Community service capacity	Local councils may manage demand for services through obscuring information				x	x
26	Community service capacity	Fear re making services visible - that capacity won't cope				x	x
27	Training		y	y			x			Cross team training	Training health workers e.g. GPs and A&E teams	Train the trainer with community connectors	Information, guidance and support content
28	Training	Training across teams is important to embed culture of use	y	y			x
29	Awareness of directories		y	y
30	Awareness of directories	Many service users don't know where to start looking for information	y	y
31	Awareness of directories	Awareness of directories is important and can't just rely on word of mouth	y	y
32	Awareness of directories	People may need to be informed when new services are added / updated to build trust	y	x			x			Alerts and updates when new services added	Show the churn when services are updated / changed
33	Geography / location		x	x						Smarter location data and intuitive geo-search
34	Geography / location	Being able to find services across authorities is important	x	x
35	Geography / location	Community services I search for must be geographically relevant	x	x
36	Geography / location	Locations are currently text-based	x	x
37	Geography / location	A possible use case working up across geographic boundaries	x	x
38	Trusting service quality			x						"Tripadvisor" style rate & review by professionals
39	Trusting service quality	There is demand from referrers and service users to assess service quality		x			y
40	Trusting service quality	People who manage data / referrers actively assess quality		x
41	Trusting service quality	To ask for feedback as a way to review / verify the quality of a service		x		x	x
42	Trusting service quality	Phoning services pre-referral to talk through details of individual cases		x		x	y
43	Trusting service quality	There is no common way to assess service quality		x		x	x
44	Trusting service quality	Referrers very actively assess the quality of the service through direct contact and research		x
45	Trusting service quality	It is important for referrers to have first hand experience of services. Assess appropriateness and build relationships		x		y	y
46	Trust in data		y
47	Trust in data	Fear I can't trust the data if someone else is responsible for it	y				x
48	Trust in data	People don't have trust in the data. They prefer to Google / have their own database	y	y
49	Trust in data	No one knows when, whether or why information in directories is out of date. Reduces trust in the data.	y	x						Ability to report incorrect info
50	Accessibility
51	Accessibility	Some people need help to fill in the forms					x
52	Accessibility	End users might not have access to resources online / they'd prefer brochures					x
53	Accessibility	Accessibility of directories, eg. WCAG, language is key	x	x
54	Accessibility	It may be important for people with adult social care needs to have printed and physical things to feel confident and access services					x
55	Accessibility	Most service users have very limited resources				x
56	Accessibility	Transport options are important, especially to people with adult social care / SEND needs	x	x						Search and filter by accesible transport options
57	Accessibility	Most people accessing community services are in a vulnerable place in their life
58	Language		x	x		x
59	Language	Use everyday language	x	x		x				Different language for professionals vs public	Use everyday language	Map professional terms to everyday language
60	Language	Use shorthand for own directories	x	x		x			show
61	Language	Referrers tend to use everyday language but directories do not	x	x		x
62	Language	Literacy levels may be low and so important to consider in a standard / directory	x	x		x
63	Quick intervention needed					x	x
64	Quick intervention needed	Timeliness is critical - meeting a service user's needs quickly avoids escalating complexity and cost				x	x
65	Quick intervention needed	Early intervention is critical to support someone to avoid crisis				x	x
66	Quick intervention needed	Too long waiting times until users get the help they need (up to +1 month)				x	x
67	Defining community services
68	Defining community services	Community services = free or low cost
69	Defining community services	How to decide when a service is added to a directory? (Framework to use?)				x	x
70	Increasing demand and decreasing supply
71	Increasing demand and decreasing supply	Ongoing funding is an issue for directories / digital products --> LONGEVITY	x							A standard could make building community service products faster and easier for developers
72	Increasing demand and decreasing supply	Poverty and cuts are having a large effect on supply (decreasing) and demand (increasing) of community services
73	Increasing demand and decreasing supply	Often contacting a service to discover it's closed, changed offer, funding cut, key contact left		y						Detect service provider email bouncebacks and push into validation workflow	Autobot to update data	Expiry dates on community services data
74	Increasing demand and decreasing supply	Money / benefits related service needs are highest theme
75	Tier #1: Core network
76	Tier #1: Core network	[inner circle] People don't need a directory for tier #1 contacts -> use phone		y						Contacts finder view of the directory focussed on professional contacts
77	Tier #1: Core network	Referrers rarely use directories			y					Browser plugin to quick add new services to shared directory
78	Tier #1: Core network	90% of the time, after a conversation referrers know who to refer someone to
79	Tier #1: Core network	Stick to what you know and trust				x
80	Tier #1: Core network	Referral circles +1 local knowledge
81	Tier #2
82	Tier #2	Tier #2 [middle circle] - many people keep their own database in Excel
83	Tier #2	Many referrers refer based on own personal relationship with service providers		y	y
84	Tier #2	Some referrers may signpost to tier 2/3 type services at the end of their [client's] pathway
85	Tier #2	Referrers' experience and local contacts vs search for services
86	Tier #2	People have various personal systems to manage their trusted contacts / services in office software		y	y	x				Email widget to capture and share newly discovered services
87	Tier #2	Typically homespun directories work as a fast way to find contact details		y	y					Private favourites and notes for professionals
88	Tier #3: Google (social media)			x		x
89	Tier #3: Google (social media)	For tier #3 [outer circle] referrals, most people use Google		x						Community services show in the Google knowledge graph
90	Tier #3: Google (social media)	Whilst 90% of the time people know who to refer to, it can be very time consuming to find services outside the 10% they don't		x
91	Tier #3: Google (social media)	People often struggle to find what they're looking for in a directory	y	y						Guided user-led search	Community services triage
92	Tier #3: Google (social media)	What's the role of social media on advertising services? Especially for small organisations		x
93	Tier #3: Google (social media)	Tier 3 services are the hardest to find and the most specialist		x
94	Tier #3: Google (social media)	Most people turn to Google as their first port of call. Standards, and products built on standards should be optimised for search	x	x
95	Directory substitutes			x	x	x
96	Directory substitutes	Local authorities have personal directories to find contact details		x	x	x
97	Directory substitutes	Rely on emails with colleagues for new service info		x	x	x
98	Directory substitutes	Teams have developed their own ways to share tier 2+3 contacts / services		x	x	x
99	Directory substitutes	Asking a colleague is still a popular alternative to searching a directory		x	x	x
100	Variety of awareness, acceptance, support of need