UXD and service design for a fully remote UK-based family mediation service

Rooted in ‘Design Thinking’, I began with 'empathy' front of mind. I needed to Learn, Define and Ideate .

For this client iterations were iterations of lo-fidelity sketches and flow maps. The final two stages encompassed Development and Testing

First I needed to understand the service offering proposed, any assumptions, current user pain-points and insights.

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I undertook:

• Stakeholder interviews

The PM helped me understand the stakeholders vision for the success of the project and their perspective on what steps clients would need to take to be serviced by Holistic Family Mediation.

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• Competitor Audit

We analysed competitors based on value proposition, strengths, weakness, pricing and any other influencing factor. This helped us identify potential leading edges. 

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• Qualitative User Research

Gathering direct user interviews wasn't possible due to the nature of the assignment, however prior to Sushma deciding to leave her profession to set up the Mediation firm she made diligent notes over the recent years about the 'pains' some of her clients expressed. Insights from her personal experiences with hundreds of clients provided the basis for our empathy map. I also learned that separating couples that were subject to domestic abuse and or child welfare issues were NOT suitable prospects.

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I also learned that the ‘initial mediation assessment’ was obligatory and that by law certain key documents needed to be shared and completed at specific points of the mediation process in order for the case to be successful.

• Quantitative User Research

Survey results from Family Mediators Association and  Family Mediation Council helped to uncover further insights. Specifically some lack of clarity with respect to costs. Couples want price transparency and they want to know what the refund policy is too.