1. Objective
Help newly registered food-bank volunteers find and understand their first scheduled shift before the autumn intake begins.
2. Target user
Confirmed: new volunteers using the scheduling portal. Assumption requiring validation: volunteers who contact support represent the broader onboarding audience.
3. Required deliverable
A reviewable onboarding improvement package that the operations team can implement within two weeks, covering editable emails and help content. The exact formats and number of assets are not yet confirmed.
4. Constraints and non-goals
- Deadline: ready before 15 September.
- Capacity: one designer and one operations coordinator for two weeks.
- Changes are limited to emails and help content.
- Account-creation changes and a full portal redesign are out of scope.
5. Success criteria
Reduce confusion about finding the first shift. A measurable target and baseline are still missing; the team must choose a proxy such as related support requests or successful first-shift discovery.
6. Decisions already made
Target the autumn intake, use existing editable communication surfaces, and exclude account-creation changes.
7. Highest-priority questions
- Which email and help pages can be changed?
- What path should volunteers follow to find a first shift?
- Which support-log examples reveal the main confusion?
- What metric and baseline will define improvement?
- Who approves and publishes the final content?
Definition of done: The agreed email and help-content changes are approved, published before 15 September, and paired with a defined measure for first-shift discovery.