Planned Parenthood Toronto
Planned Parenthood Toronto (PPT) is a grassroots organization offering general, mental, and reproductive sexual health services to youth 13–29 in Toronto. My volunteer role consisted of taking ownership over design research and UX strategy.
The problem
Planned Parenthood Toronto’s website was full of resources covering information in regards to health concerns and treatments, services the clinic offers, and how to access those services. However, calls to the front desk exasperated an already busy clinic front desk when answers were also available online.
The solution
To answer how youth perceived the services offered by PPT and what their expectations were when accessing clinic services the team facilitated a series of interviews, a survey, a focus group with board members, and market research were facilitated over the course of 2 weeks. Key insights from the end of this discovery showed youth viewed large amounts of text as a barrier, youth wanted to be spoken to as adults, and that they also expected discretion while accessing services.
The Rogers for Business redesign had created components related to promotion offers in previous customer journeys, but had not defined a cohesive system for how or when these components would be used.
If you want to discuss this project in more detail, let’s chat!