Redesigning the Volunteer Registration Experience

Scouts Canada sought to transform a complex and frustrating registration experience for families and volunteers into a cohesive and inclusive journey, using a human-centred approach. This project focused on redesigning the journey for the thousands of volunteers who power Scouts’ impactful work, as part of a larger “Insight to Impact” engagement with The Moment. 

As Service Design Lead for the volunteer experience, I joined a cross-functional team working together on improving the member and volunteer experiences. Beginning with ten in-depth interviews with diverse volunteers, we surfaced key pain points, inefficiencies and opportunities across the volunteer journey. Using these insights, I led the creation of a current state journey map, identifying critical friction points and mapping interdependencies between staff, volunteers and systems, which further highlighted the reasons behind the challenges, and pointed the way to a better way forward.

Engaging volunteers in co-creation sessions, we reimagined a better future, identifying and evaluating ideas together. I then developed a future-state service blueprint that featured key improvements and new approaches for new and returning volunteers. Digital and human touchpoints were highlights along with connections across the system. The blueprint was foundational for team members to create digital prototypes to bring the overall registration redesign to life and to frame future CRM requirements. All was captured in a comprehensive final report.

The user-centred, service design project has help point the way from a complex, cumbersome and frustrating experience to an engaging, clear and streamlined one. The transformation of Scouts Canada’s volunteer registration and overall experience are now being guided by this work and teams have deep understanding of priorities, pain points, and opportunities, Ultimately, the hope is that this will lead to a stronger volunteer base which will enable even more youth to participate.