This week has felt like the heart of the Customer Journey project. Conversations are coming to life, insights are surfacing, and next steps are starting to take shape. I began the week by preparing a summary of completed interviews, upcoming schedules, and key findings to share at our strategic planning committee meeting. After weeks of listening, analyzing, and writing playback sheets, it was rewarding to see the project’s progress shared with leadership and board members who care deeply about the organization’s growth.

Throughout the week, I conducted seven interviews, including longtime and newer volunteers, the kitchen team lead, a weekend driver supervisor, and a corporate volunteer from Nationwide. Each story added something new, whether it was a suggestion, a concern, or a moment of impact. As I continue creating playback sheets, I’m noticing recurring themes that will be important to bring forward during the final half-day session we’re planning, where we’ll share findings and brainstorm solutions together with Meals-on-Wheels program staff.

One highlight of the week was attending the strategic planning meeting itself. Listening in on conversations about LifeCare Alliance’s future while contributing updates on the Customer Journey project gave me a unique perspective on how the work I’m doing fits into a larger vision. I also began early work on the Meals-for-Kids customer journey by reviewing past interviews and creating questions that will help us form a clear problem statement.

From a marketing perspective, I continue to gain insight into the importance of communication style and delivery. Several volunteers shared how they’ve used social media and word-of-mouth to spread awareness about Meals-on-Wheels, often inviting family or friends to join them on deliveries. It reminded me how powerful storytelling can be, especially when coming from those directly involved.

One idea sparked this week from multiple interviews: adding branded insulated bags for volunteers to carry meals from their cars to client homes. It’s a small but meaningful improvement that supports the client experience and shows volunteers that their needs are being considered too.

As I move into Week 6, I’m feeling the weight of the calendar. There are still interviews to schedule and voices left to hear so we are considering extending the Calendly link another week to extend our interview timeline. With each day, I’m more aware of the time I have left, and more determined to make it count.

Until next week,
Kat Jolley