Francis Bacon, Digital Programme Lead, Samaritans & Neil Schwarz, Experience Director, cxpartners “How can we combine technology with compassion to evolve for the future and save more lives?” Francis & Neil will discuss designing an online messaging service for people in deep crisis - sharing the challenges to customer centricity within this project and the learnings.

1. Putting people at the
centre of design at the
Samaritans

2. Every 90 minutes
someone in the UK or
Ireland dies by suicide.

3. Suicide is the biggest
killer of men under 50
and of young people
aged 20-34.

4. Every 6 seconds…

5. Challenges
How to make decisions?
How to get started?
How to bring the organisation
on the journey?

6. Making decisions

7. Enquiry
Invite to
info day
Info day Selection Interview Training
3,339
Left whilst
waiting for a first
response
In 2015…
4,006
Left before Info
event
9,348
Left after Info
event
3,673
Left after
submitting
application
3,680
Left after
selection event
2,003
Left after an
interview
1,002
Left after
attending
training
1,897
Left during SIT 1
Apply Probation
‘Full
Samaritan’
3,338
Complete
journey
1,002
Left during
probation
33,387
Enquiries
7
Data from Volunteer Voice and Potential Volunteer
Survey Results - March 2017
Volunteer Voice and Potential Volunteer survey results March 2017: Summary of findings
Page 1 of 11

8. 8

10. Evidence the need for
change.

11. Getting started

12. Alpha BetaDiscovery

14. Start small.
Experiment.

15. Bringing the
organisation on the
journey

18. Build engagement.
Find advocates.

19. Questions?