← All engagements
Illustrative engagements are composite examples showing how we approach this type of work. They do not describe a specific client.
Abstract
A beneficiary-centered assessment of barriers, needs, and service experience.
A community-based nonprofit organization
The question
Program design relied on administrative measures that captured participation but missed why eligible people were not engaging.
Our approach
We combined accessible interviews with a structured survey and examined differences across beneficiary groups.
Methods
- Method
- Beneficiary interviews
- Method
- Accessible survey design
- Method
- Thematic analysis
- Method
- Needs segmentation
Outcome
The organization had a more specific picture of unmet needs and practical priorities for service redesign.