A Human-Centered Approach to Community Needs
Grove City, home to Central and Eastern Ohio's largest hunger relief distribution center since 2009, was on the cusp of change. With plans to relocate the pantry, the challenge was to determine the most effective hunger-relief service for the community. This wasn't a simple decision; it required a blend of data-driven insights and genuine community feedback.
“My journey in Grove City was a testament to the power of a human-centered approach. Through active listening and deep understanding, I transformed raw data into meaningful insights, guiding the process every step of the way.”
Empathy Mapping and User Research
To truly understand our user personas, we embarked on a comprehensive research phase. Utilizing methods like user interviews at the On-Site Community Pantry drive-thru and collaborative ideation sessions with local stakeholders, we aimed to capture the holistic user experience. Key insights included:
The prominence of convenience, the influence of word-of-mouth, and the unwavering demand for quality food and service.
Leveraging MOFC data, human-centric design principles, and local expertise, we prototyped a series of solutions, each iteration refined based on user feedback and heuristic evaluations.
Iterative Design and Prototyping
Our design thinking process led to clear, actionable solutions:
Transition to a produce-focused drive-thru model, optimizing the user journey.
Develop a central drive-thru hub, addressing the user need for prepack convenience.
Launch an educational campaign, onboarding users to FreshTrak, Mid-Ohio Markets, and pivotal partners.
Following these UX recommendations, the organization transitioned the Gantz Road location into the new Mid-Ohio Market, with many of the proposed solutions enhancing the user experience across the 20-county spectrum.
Deliverables
Customer Interviews
Mixed Methods Research
Workshops
Data Analysis
Human-Centered Design Process
Customer Journey Mapping
Recommendation Report
Strategic Planning
Community Engagement Strategy
Reflecting on User Stories
Navigating the diverse user stories in Grove City, I was reminded of the core tenet of UX: empathize with the user. Beyond the data and wireframes lies a rich tapestry of human experiences. Whether it's the streamlined efficiency of a drive-thru or the immersive experience of a shop-thru, the user's voice echoed clear: a desire for convenience, quality, and community.
UX Impact Metrics
Adaptive User Needs: A decade-long shift in senior service access, a significant increase in infant aid, and consistent user feedback on quality underscore the evolving user needs of Grove City.
Holistic User Experience: Housing emerged as a pivotal user concern, highlighting the multi-dimensional needs that extend beyond the primary user journey.
The Full Report
For a detailed look into my research and findings, access the complete report below. It provides an in-depth view of our methods, insights from the community, and the strategic decisions that were made. This report showcases the thoroughness of my approach and the tangible solutions proposed for the Grove City community.