4. Participant Journeys
- Matt Kepple
Preparation | Create Flow diagrams and Send to Makerble Onboarding Director
Example of a flow diagram
Tips on how to create a flow diagram: symbols & software | Project Managers (Service Managers, Programme Managers) and reviewed by Head of Programmes before submitting to Makerble
Front Desk Team Leader (i.e. dealing with people who you interact with outside of a formal project or before they are assigned to a project) | Individually |
PARTICIPANT JOURNEYS
What does the participant journey look like for each project, service or type of support you offer?
What are the forms and surveys you complete at each stage of the participant’s journey?
What are the other actions you need to do or delegate at each stage of the participant’s journey?
What are the edge cases that occur along the journey and what are the processes for handling them?
Considerations
Consider the journey from how referrals are made through to how you release people from a project and follow up with them after the project (if you do that)
Examples of other actions: e.g. contact a referee, book an appointment, send a bill, etc
Examples of edge cases: e.g. when someone drops out of a programme midway through, when someone is considered not to be a good fit for the programme, when someone joins a programme late, etc.