This week marked a turning point in my fellowship experience as I fully stepped into the rhythm of conducting Customer Journey interviews. After three weeks of preparation, I interviewed seven participants: two volunteers, four staff members, and even LifeCare Alliance’s CEO, Chuck Gehring. Each interview added a valuable piece to the puzzle, giving me deeper insight into both the strengths and challenges of the Meals-on-Wheels program from multiple perspectives.

I spent much of my time this week reviewing transcripts, listening back to recordings, and developing playback sheets that summarize key themes from each conversation. While the process is time-consuming, it’s rewarding to see patterns begin to emerge and to know these insights will help improve volunteer and client experiences long after summer ends.

Outside of interviews, I continued supporting outreach efforts. I attended another Lunch & Learn event with David, the LCA Client & Community Engagement Liaison, at Mt. Vernon Plaza, where we shared hot meals and information about the Savor & Select program. Watching David engage with building managers, residents, and case workers gave me a deeper appreciation for how relationship-building fuels community outreach. These events have taught me a lot about marketing and how trust is built through conversation, consistency, and genuine care.

Several new ideas began to take shape this week. I learned about RouteXL, an app that could help optimize volunteer routes. I also heard from volunteers about the importance of consistent experiences across devices and the value of creating an online spaces like a discussion forum or social media group where volunteers can connect. Other ideas included adding double-sided inserts to meal delivery bags highlighting LCA’s programs or offering school volunteer hour credit to attract younger volunteers. One of my favorite concepts is expanding LCA’s “Being There Matters” campaign through a social media movement where volunteers share selfies from their routes, tagging LCA and helping boost awareness and engagement.

Though I’ve run into a few challenges, like the time it takes to process each interview, I’m finding ways to work more efficiently. More importantly, I’m seeing how this project is already making an impact, not just through what I’m learning, but through the voices I’m helping to amplify.

Until next time!
Kat Jolley