Week three at LifeCare Alliance was all about putting ideas into motion. After weeks of preparation, I officially launched my Customer Journey interviews with staff and volunteers in the Meals-on-Wheels (MOW) program. With the interview questions finalized and scheduling underway, I conducted my first official conversation with the Assistant Director of Nutrition Programs. It felt exciting to shift from planning to action, and hearing firsthand experiences from staff was a great reminder of why this work matters.

Much of my week was spent coordinating logistics, scheduling interviews, responding to staff and volunteer emails, booking interview spaces at the Harmon office, and updating the playback sheet format based on previous templates. I’m learning that in a project like this, thoughtful planning behind the scenes is just as important as the conversations themselves.

Beyond the Customer Journey project, I also began a second assignment focused on operational excellence which entails researching tools like Kaizen and Six Sigma to help LCA improve efficiency and client satisfaction. It’s been interesting to see how process improvement and human-centered design can go hand-in-hand, especially in nonprofit work where both relationships and systems matter.

A highlight of the week was attending a Lunch & Learn tabling event with David at the Columbus Metropolitan Housing Authority. We introduced residents to LCA’s Savor and Select meal delivery program, offered free samples, and ended the day having signed up four new clients. It gave me valuable insight into grassroots marketing and how important it is to build trust not only with potential clients, but also with the community members who support them, like building managers, case workers, and home aides.

Each conversation this week sparked new ideas. I’ve started thinking about how MOW might be better marketed in hospitals as an alternative to long-term rehab for patients returning home, and how programs like Meals-for-Kids could be adapted for senior living communities. I also considered how to improve the volunteer experience, perhaps through printed materials to hand out to friends, or a digital platform that tracks deliveries and recognizes long-time volunteers with tiered milestones.

Even with some minor tech-related difficulties, I felt this week marked a real turning point, turning research into results, and ideas into action.

Until next week,
Kat Jolley