Citizens Advice
Citizens Advice engaged Land to lead a discovery process focused on shaping the requirements for a volunteer recruitment and management platform that could be implemented nationally. With a diverse network of local branches and a wide range of stakeholders involved in volunteer coordination, the aim was to gather the insight needed to define a solution that would work across the entire organisation.
Citizens Advice engaged Land to lead a discovery process focused on shaping the requirements for a volunteer recruitment and management platform that could be implemented nationally. With a diverse network of local branches and a wide range of stakeholders involved in volunteer coordination, the aim was to gather the insight needed to define a solution that would work across the entire organisation.
Citizens Advice engaged Land to lead a discovery process focused on shaping the requirements for a volunteer recruitment and management platform that could be implemented nationally. With a diverse network of local branches and a wide range of stakeholders involved in volunteer coordination, the aim was to gather the insight needed to define a solution that would work across the entire organisation.
Citizens Advice engaged Land to lead a discovery process focused on shaping the requirements for a volunteer recruitment and management platform that could be implemented nationally. With a diverse network of local branches and a wide range of stakeholders involved in volunteer coordination, the aim was to gather the insight needed to define a solution that would work across the entire organisation.
The Project
Citizens Advice engaged Land to lead a discovery process focused on shaping the requirements for a volunteer recruitment and management platform that could be implemented nationally. With a diverse network of local branches and a wide range of stakeholders involved in volunteer coordination, the aim was to gather the insight needed to define a solution that would work across the entire organisation.
Citizens Advice engaged Land to lead a discovery process focused on shaping the requirements for a volunteer recruitment and management platform that could be implemented nationally. With a diverse network of local branches and a wide range of stakeholders involved in volunteer coordination, the aim was to gather the insight needed to define a solution that would work across the entire organisation.
Our first step was to identify and engage all key stakeholders. This included individuals involved in volunteer management at both national and local levels, as well as current and prospective volunteers. We designed a series of online workshops and focus groups to ensure that everyone had the opportunity to contribute to the conversation.
These sessions were activity-led and designed to surface practical challenges, explore how branches were currently managing volunteers, and capture both local nuances and national needs. Alongside these workshops, we distributed surveys to gain insight into the experiences of volunteers themselves—including what motivated them, what challenges they had faced, and what might prevent them from getting involved.
All findings from the discovery process were compiled into a detailed report. This document outlined the core objectives of the future platform, backed by direct feedback and evidence gathered from stakeholders and volunteers. Importantly, the report didn’t just highlight what was needed—it explained why those needs mattered, setting a clear direction for the next phase.
Our first step was to identify and engage all key stakeholders. This included individuals involved in volunteer management at both national and local levels, as well as current and prospective volunteers. We designed a series of online workshops and focus groups to ensure that everyone had the opportunity to contribute to the conversation.
These sessions were activity-led and designed to surface practical challenges, explore how branches were currently managing volunteers, and capture both local nuances and national needs. Alongside these workshops, we distributed surveys to gain insight into the experiences of volunteers themselves—including what motivated them, what challenges they had faced, and what might prevent them from getting involved.
All findings from the discovery process were compiled into a detailed report. This document outlined the core objectives of the future platform, backed by direct feedback and evidence gathered from stakeholders and volunteers. Importantly, the report didn’t just highlight what was needed—it explained why those needs mattered, setting a clear direction for the next phase.
Our first step was to identify and engage all key stakeholders. This included individuals involved in volunteer management at both national and local levels, as well as current and prospective volunteers. We designed a series of online workshops and focus groups to ensure that everyone had the opportunity to contribute to the conversation.
These sessions were activity-led and designed to surface practical challenges, explore how branches were currently managing volunteers, and capture both local nuances and national needs. Alongside these workshops, we distributed surveys to gain insight into the experiences of volunteers themselves—including what motivated them, what challenges they had faced, and what might prevent them from getting involved.
All findings from the discovery process were compiled into a detailed report. This document outlined the core objectives of the future platform, backed by direct feedback and evidence gathered from stakeholders and volunteers. Importantly, the report didn’t just highlight what was needed—it explained why those needs mattered, setting a clear direction for the next phase.
Our first step was to identify and engage all key stakeholders. This included individuals involved in volunteer management at both national and local levels, as well as current and prospective volunteers. We designed a series of online workshops and focus groups to ensure that everyone had the opportunity to contribute to the conversation.
These sessions were activity-led and designed to surface practical challenges, explore how branches were currently managing volunteers, and capture both local nuances and national needs. Alongside these workshops, we distributed surveys to gain insight into the experiences of volunteers themselves—including what motivated them, what challenges they had faced, and what might prevent them from getting involved.
All findings from the discovery process were compiled into a detailed report. This document outlined the core objectives of the future platform, backed by direct feedback and evidence gathered from stakeholders and volunteers. Importantly, the report didn’t just highlight what was needed—it explained why those needs mattered, setting a clear direction for the next phase.
The Approach
Our first step was to identify and engage all key stakeholders. This included individuals involved in volunteer management at both national and local levels, as well as current and prospective volunteers. We designed a series of online workshops and focus groups to ensure that everyone had the opportunity to contribute to the conversation.
These sessions were activity-led and designed to surface practical challenges, explore how branches were currently managing volunteers, and capture both local nuances and national needs. Alongside these workshops, we distributed surveys to gain insight into the experiences of volunteers themselves—including what motivated them, what challenges they had faced, and what might prevent them from getting involved.
All findings from the discovery process were compiled into a detailed report. This document outlined the core objectives of the future platform, backed by direct feedback and evidence gathered from stakeholders and volunteers. Importantly, the report didn’t just highlight what was needed—it explained why those needs mattered, setting a clear direction for the next phase.
Our first step was to identify and engage all key stakeholders. This included individuals involved in volunteer management at both national and local levels, as well as current and prospective volunteers. We designed a series of online workshops and focus groups to ensure that everyone had the opportunity to contribute to the conversation.
These sessions were activity-led and designed to surface practical challenges, explore how branches were currently managing volunteers, and capture both local nuances and national needs. Alongside these workshops, we distributed surveys to gain insight into the experiences of volunteers themselves—including what motivated them, what challenges they had faced, and what might prevent them from getting involved.
All findings from the discovery process were compiled into a detailed report. This document outlined the core objectives of the future platform, backed by direct feedback and evidence gathered from stakeholders and volunteers. Importantly, the report didn’t just highlight what was needed—it explained why those needs mattered, setting a clear direction for the next phase.
The discovery phase concluded with a comprehensive report that defined the scope, goals, and functional requirements of the future platform. This report became the foundation for the creation of a functional specification and a tender pack, which Citizens Advice used to engage with shortlisted suppliers.
By involving suppliers early in the process, we helped ensure that the eventual brief was realistic, technically informed, and ready to move into procurement. The outcome was a discovery process grounded in real-world insight that led directly to the development of an evidence-based specification—putting Citizens Advice in a strong position to move forward with confidence.
The discovery phase concluded with a comprehensive report that defined the scope, goals, and functional requirements of the future platform. This report became the foundation for the creation of a functional specification and a tender pack, which Citizens Advice used to engage with shortlisted suppliers.
By involving suppliers early in the process, we helped ensure that the eventual brief was realistic, technically informed, and ready to move into procurement. The outcome was a discovery process grounded in real-world insight that led directly to the development of an evidence-based specification—putting Citizens Advice in a strong position to move forward with confidence.
The discovery phase concluded with a comprehensive report that defined the scope, goals, and functional requirements of the future platform. This report became the foundation for the creation of a functional specification and a tender pack, which Citizens Advice used to engage with shortlisted suppliers.
By involving suppliers early in the process, we helped ensure that the eventual brief was realistic, technically informed, and ready to move into procurement. The outcome was a discovery process grounded in real-world insight that led directly to the development of an evidence-based specification—putting Citizens Advice in a strong position to move forward with confidence.
The discovery phase concluded with a comprehensive report that defined the scope, goals, and functional requirements of the future platform. This report became the foundation for the creation of a functional specification and a tender pack, which Citizens Advice used to engage with shortlisted suppliers.
By involving suppliers early in the process, we helped ensure that the eventual brief was realistic, technically informed, and ready to move into procurement. The outcome was a discovery process grounded in real-world insight that led directly to the development of an evidence-based specification—putting Citizens Advice in a strong position to move forward with confidence.
The Result
The discovery phase concluded with a comprehensive report that defined the scope, goals, and functional requirements of the future platform. This report became the foundation for the creation of a functional specification and a tender pack, which Citizens Advice used to engage with shortlisted suppliers.
By involving suppliers early in the process, we helped ensure that the eventual brief was realistic, technically informed, and ready to move into procurement. The outcome was a discovery process grounded in real-world insight that led directly to the development of an evidence-based specification—putting Citizens Advice in a strong position to move forward with confidence.
The discovery phase concluded with a comprehensive report that defined the scope, goals, and functional requirements of the future platform. This report became the foundation for the creation of a functional specification and a tender pack, which Citizens Advice used to engage with shortlisted suppliers.
By involving suppliers early in the process, we helped ensure that the eventual brief was realistic, technically informed, and ready to move into procurement. The outcome was a discovery process grounded in real-world insight that led directly to the development of an evidence-based specification—putting Citizens Advice in a strong position to move forward with confidence.
