Improving Communication with ELITE’s Service Users

ProMo Cymru supported ELITE in transforming communication with their service users, leading to improved engagement and support.

What was the problem?

ELITE Supported Employment is a charity empowering disabled and disadvantaged people across South, Mid and West Wales. They support their service users with vocational opportunities, training and employment.

Initially, they believed they needed an app to enhance wellbeing support and advice for their participants.

However, they soon realised the core issue was communication. They were struggling to provide timely and effective updates to participants, leading to confusion and frustration. This also had a negative impact on some of ELITE’s Employment Advisors, who found managing participant expectations challenging, contributing to job dissatisfaction.

ELITE joined ProMo Cymru’s Digital Service Design Programme in 2024, aiming to address their communication challenges through a structured, user-centred approach.

Our approach

ProMo Cymru delivers the Digital Service Design Programme to third sector organisations in Wales. Through this programme, organisations receive training, mentoring and guidance to design and develop a new digital service or rethink existing services using the service design methodology. Participants follow the Discover, Define, Develop and Deliver process to find user-focused solutions that make a real difference.

The aim of the course is to provide participants with the knowledge and skills to design user-centred digital, accessible services that lead to delivering better outcomes for communities in Wales.

Developing a Feedback System

ELITE took the opportunity to research with their service users about how to improve their services. The key learning was that the initial problem was not the app itself, but rather a broader need for improved communication.

This led to a shift in focus towards enhancing participant interactions, starting with creating a feedback “chat” style survey using a free tool called Tripetto.

This survey was issued to participants 10 days into their referral. It confirmed their status, provided contact details for their Employment Advisor, reassured them about ongoing onboarding, and addressed any questions or concerns.

Testing and Iteration

ELITE expanded the survey to include communication at 20 and 35-day intervals. Initial pilot testing through face-to-face interviews and questionnaires resulted in positive feedback.

However, when the group was expanded, some Employment Advisors reported that participants felt overwhelmed by the frequent outreach. It seemed that participants preferred in-person communication with Employment Advisors rather than the design team.

ELITE are now working with a broader pilot participant group to tailor their outreach so that it’s meaningful and supportive with the right timings in place, ensuring that they’re being supportive in the best ways for their service users.

Outcomes and learning

The new communication strategy has improved ELITE’s participant engagement and addressed concerns about communication gaps. Participants feel heard and understood, and Employment Advisors can provide effective support without increased workload.

The service design approach has now become a key part of ELITE’s digital strategy for operations. It has prompted them to write in clear, well thought-out digital improvements into funding tenders.

When asked about the most useful or interesting aspect of the programme, a staff member from ELITE shared that:

“It’s been an excellent experience – a perfect balance of theory and practical aspects. The peer-group support during the prototyping workshops stands out as a great model. We have also benefited greatly through learning about free resources that we had no idea existed or that we could access; Canva for charities, Zapier, and Glide. The ripple effect on our ambitions has been massive – staff are suggesting ideas that they’d like to see for other new developments. This has lead to the creation of a HR chatbot, which employment advisors can use in the field when dealing with employers, and to the development of AI in Employability training.”

When asked about the most difficult or challenging aspect of the course, they stated:

“Challenges have been created by external factors including staffing, end of projects, and funding. These factors have impacted on the team’s time and capacity. External factors have also impacted buy-in from the Senior Management Team as there has not been the time to sit down and review as a group during SMT meetings. This has been managed by frequent comms and updates, but could be improved upon. Going forward we would change our approach to task and finish groups to outline a more structured means of managing time, deadlines and expectations.”

Interested in the power of service design for your organisation?

At ProMo Cymru, we help organisations to design better services with people using a service design methodology. Our approach combines our experience in youth work, community organising, co-design, and cultural engagement. It is underpinned by our thinking in digital creativity.

ELITE Supported Employment was one of six third-sector organisations that attended the 2024 cohort of the Digital Service Design Programme. Thanks to funding through the National Lottery Community Fund for the Third Sector Digital Support project, ProMo Cymru were able to offer each participating organisation £4,800 remuneration to contribute towards staff time and resources for the 7-month course.