Member Journey Mapping: Foodbank Queensland
Status: Completed in January 2021
Client: Foodbank Queensland
Background
Foodbank Queensland sources over 14 million kilograms of food each year to support people in need, it is the largest and most trusted hunger-relief charity in Queensland.
Foodbank Queensland’s member-based model supplies food to over 250 charities and 300 school breakfast programs that distribute food to vulnerable Queenslanders to help fight hunger.
As part of Foodbank Queensland’s commitment to understanding and improving the experience of member charities, Foodbank Queensland engaged Beacon Strategies to map the current (at the time) member journey, explore the experience from the perspective of members and identify opportunities for further improvement.
Approach
To gain an understanding of the experiences of member charities, our approach involved:
Member journey and touchpoint mapping
Developing member personas
Engaging with a sample of Foodbank member contacts
Presenting findings and potential solutions back to Foodbank staff
Our team then worked collaboratively with Foodbank Queensland staff to plan programs of work to support organisational change that prioritised the experience of member charities.
Outcomes
Following completion of the engagement phase with a broad range of Foodbank Queensland’s member charities, our team collated the feedback and presented the findings back to Foodbank Queensland. The next phase of the project was to then collaboratively design and progress the ideas raised by member charities with Foodbank Queensland to tackle hunger in local communities across Queensland.
