An insight is built by asking “why?” – and answering with incomplete data. Insights should be able to stand on their own and elicit provocation.
This was our focus over the last couple weeks – turning themes into insights and delivering the information to Austin Pets Alive!. Christina and I are nervous about presenting this content – and who wouldn’t be? To summarize, we are walking into a meeting to present problems without solutions. Our hope is that we’ve built enough credibility with APA! to be able to deliver ‘hard truths’ and not insult our client.
Our first insight is centered around the culture at APA!. All the departments within APA! march to the beat of their own drum. They record information their own way and make little effort to proactively share data. As a result, management, researchers, grant proposal writers, and all others at APA! that make use of shelter-wide data are forced to aggregate the data they need from all APA! departments.
“I’ve chronicled up to 35 different spread sheets across the organization.” – Pete (line 2)
Through the empathy we’ve built while working with the great people at APA!, we’ve come understand the daily frustration felt by people who perform such critical functions to the organization. While a universal data tool would clearly benefit APA!, we believe that the problem is with culture, not with technology.
The nursery, which is where we spent the bulk of our time, is not ready for the tech solution that management desires. They understand what they are doing but don’t seem to comprehend how their actions affect the greater goals of the organization. They are so caught up with saving Austin kittens now that they don’t adopt the tools that could lead to providing better future care.
Additionally, having many siloed micro-cultures can (and has) lead to mistrust of the information that has been shared. The image below shows someone who had found a mistake and is hand-checking pages to make sure other data wasn’t entered incorrectly. To complicate the matter, the data-entry person who entered the information works anywhere between 10 PM and 3 AM, remotely.
Insight: APA! is failing to unify its siloed programs, allowing departments to record data in their preferred way. As a result, it is impossible to access complete, shelter-wide information at a single touchpoint. APA should address the cultural idiosyncrasies between departments before prescribing universal tools.
Volunteers, both feeders and fosters, are an essential component of APA! mission to save the lives of companion animals. Who doesn’t want to save cute, cuddly kittens! And, thus, we arrive at the problem! During our theming stage we identified that people don’t always understand that volunteering isn’t about playing with kittens. People volunteer because they love animals, but a love of animals isn’t enough to be a good volunteer.
During our synthesis, we identified that whilst both are volunteers, fosters and feeders are treated very differently. Below is a diagram illustrating the time volunteer feeders spend training compared to the time fosters spend training (in red), and the time each spends with kittens during a given week (shown in blue). The large blue circle around the fosters illustrates not just time spent with kittens but shows how crucial the fosters are in APA!’s life-saving model. Fosters accept kittens as soon as they are ready to leave the nursery and typically keep them until they are ready for adoption. Fosters open up space for more kittens to be rescued from AAC and cycle through the nursery.
Unreliable fosters and volunteers divert precious resources in the form of human capital. Feeding the kittens comes first in the life-saving operation and when a feeder is missing, paid staff is diverted from their duties. When a foster isn’t reliable, staff needs to find new homes or space in the nursery.
Insight: APA! Is so stressed for resources that any animal lover is considered qualified labor. As a result, they experience poor care, high turnover, and increased stress for those who can provide quality work. APA needs to begin incentivizing valuable, non-paid personnel and increase efforts to discharge uncommitted volunteers.