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Goal: Identify what exists, what works, and what is a pain point before introducing a new system.
1. List all current intake questions (personal info, demographics, family structure, etc.).
2. Identify duplicated data entry points across forms or systems.
3. Note any mandatory vs optional fields.
4. Determine which data should remain historical vs only current.
1.Document all assessment types (needs assessments, risk assessments, satisfaction surveys, mental health screenings, etc.).
2.Map assessment frequency and workflow.
3.Identify assessment scoring methods or decision points.
4.Note where data is currently stored (spreadsheets, paper, legacy system).
1. List all programs/services offered (food hampers, counseling, educational support, etc.).
2. Document eligibility criteria for each program.
3. Map client journey for each program (intake → assessment → service delivery → follow-up).
1. Outline step-by-step workflows for each program:
2.Intake → Assessment → Case Management → Follow-up
2.Service-specific workflows (e.g., food hamper pickup scheduling)
Identify pain points or inefficiencies:
1. Manual notifications
2. Fragmented client histories
3. Repeated storytelling by clients
4. Note which workflows are critical to keep unchanged during migration.
1. Identify all roles and permissions needed in the new system.
2. Determine who requires access to sensitive data vs read-only data.
3. Note staff who need training or extra support.
Goal: Ensure the new system aligns with operational and social impact objectives.
Operational Goals
Hours saved on administrative tasks per week.
Reduction in duplicate data entry.
Faster access to client histories.
Social Impact Metrics
Outcomes tracked per program (e.g., families served, children fed, counseling goals met).
Aggregate dashboards for real-time reporting.
Feedback loops (anonymous surveys → program improvements).
Goal: Ensure smooth transfer of historical and active client information without losing context.
Data Cleanup
1.Remove duplicate or outdated entries.
2.Standardize formats (e.g., dates, addresses, phone numbers).
3.Identify mandatory fields for new system.
Custom Fields & Data Mapping
Map existing fields → new system fields.
Create custom fields to track:
1.Program participation
2.Volunteer involvement
3.Social impact outcomes
4.Referral sources
5.Identify legacy data not migrated, and plan for archiving.
Migration Strategy
1.Decide on migration phases:
1-Pilot with a small dataset
2-Full migration after testing
2.Ensure HIPAA or PIPEDA compliance for sensitive data.
3.Verify migration integrity (all client stories, attachments, and historical notes transfer correctly).
Goal: Empower staff to confidently use the new system.
Conduct Onboarding Bootcamps (live or virtual).
Provide role-specific training:
Frontline staff: Intake & assessments
Program managers: Case tracking & reporting
Leadership: Dashboards & social impact metrics
Offer ongoing support:
Feedback channels
Troubleshooting guides
Access to a Design Lab or support forum
& Continuous Improvement 🔍
Goal: Ensure the system meets operational and social impact objectives.
Conduct audit after 1 month:
Are workflows more efficient?
Is data accurate and accessible?
Are clients experiencing fewer redundancies?
Gather staff feedback:
Identify any friction points or gaps
Monitor social impact metrics to confirm data is actionable.
Iterate workflows as needed.
How We Train Staff to Recognize Pain Points
Training is centered on awareness and shared understanding—not blame.
Start with human impact, not software features.
Normalize frustration as a system signal, not a personal shortcoming.
Use real scenarios to connect pain points to client dignity (e.g., clients repeating their story).
Teach staff a simple rule:
If it’s repeated, manual, draining, or relies on memory—it’s a pain point worth fixing.
