Scope + Design: User Navigation

To create a successful social care program, you must first align your people with your processes. This phase ensures the system is built to support your team’s unique needs by identifying exactly who will use the platform and mapping out their day-to-day actions.

By doing this foundational work now, we move from high-level goals to a concrete, validated plan for how your staff will manage referrals and deliver care efficiently.

Understanding the Two Pillars of Scoping

We organize this work into two essential focus areas:

User Scoping: We identify your various user groups and define how they will interact with the platform. This is captured in a User Scoping Matrix, providing a bird's-eye view of who is using the tool and their specific responsibilities.
Workflow Scoping: We take those user groups and walk through their "day-in-the-life" processes. Using Validation Scripts, we’ll demo the platform and highlight key decision points where your team can optimize for efficiency.

What We’ll Achieve Together

Through these scoping sessions, we will reach four key objectives:

Identify User Groups: Clearly define who needs access to the platform.
Outline Provisioning: Create a strategy for how users will be added and managed.
Map Navigation Workflows: Determine exactly how staff will move through the site to complete tasks.
Set Clear Expectations: Define how each group will handle assessments, searches, referrals, and follow-ups.

Important Roles and Responsibilities For This Phase

Customer Role	Responsibilities
Findhelp	Provide supporting materials, facilitate discussion, update workflow diagrams with agreed upon changes
Program Manager	Coordinate user scoping meetings, manage of materials
Operational Leads	Review materials prior to meetings, contribute to scoping conversations and engage additional stakeholders (e.g. staff subject matter experts) where needed
Staff Subject Matter Experts	Review materials prior to meetings, contribute to scoping conversations
Training Lead	Review materials prior to meetings, contribute to scoping conversations
Executive Sponsor	Support alignment and establish feedback loops across internal user groups

Important Roles on the Site

Seeker | A person seeking services. Depending on the industry, a seeker could be referred to as a client, patient, customer, member, student, constituent, etc.

Community-Based Organization (CBO) | CBOs provide the majority of the free or reduced-cost services and programs that are listed on our platform (includes faith-based organizations and nonprofits).

Navigator | A person who helps someone find and connect to resources. This could be a friend, family member, patient navigator, social worker, case manager, etc.

Site Administrator | This is a special role within your organization. A Site Administrator has extra permissions, like being able to add new users, highlight programs, and customize your site's appearance.

Groups |Staff navigators can be assigned a group that allows for team collaboration and reporting.

Group Manager | People at an organization that have access to specific tools to help them manage the groups they are a part of. They can add and remove users and assign new group managers.

What Happens Next

To ensure we make the most of our time together, please complete the following action items before our scheduled call with the Findhelp team:

Audit the User Matrix: Review the "User Scoping Matrix" tab in the project plan we shared.
Review Standard Workflows: Familiarize yourself with our standard workflow diagrams.

Checking these out beforehand will help us dive right into tailoring your platform to fit your team perfectly!

What We’ll Deliver (Findhelp)

Finalized Workflow Diagrams: We will provide a polished, visual map of your new digital processes. These diagrams show exactly how information and referrals will flow through your organization, serving as a permanent resource for your team.

What We’ll Need From You (Customer)

A Completed User Scoping Matrix: This identifies your team members and their roles. Because this is the foundation of your site's security and access, we require Executive Sponsor sign-off to ensure everything is aligned with your organization's vision.
Workflow Approval: A final review and Executive Sponsor sign-off on your workflow diagrams. This confirms that the digital steps we've mapped out meet your operational requirements and are ready to be built.

We look forward to collaborating with you during these scoping sessions to turn your vision for social care into a streamlined, digital reality.