Counselors play a critical role in Kids Help Phone's ability to field calls and chats from kids across Canada. Today, counselors are on the phone 24/7, but wait times can be hour-long. Live chat is available only during evenings Wed-Mon.
As a team, we built 4 solutions to target the following levers:
- Increasing counselors' efficiency
- Kik chatbot and counselors' web-based chat interface that anonymizes kids' identities
- Counselor performance dashboard re-design (mockups)
- Enabling KHP to add more counselors
- "Getting to know kids" website with interactive slider - find articles that boys/girls of specific ages are looking at
- "Donate for chat" visualization tool in Google Sheets - how your donations give kids more times to chat with KHP
The team:
- Mihnea Galeteanu
- Michael Nichols
- Emily Demill
- Gordon Tang
- Ofer Guttman
- Alexandra Badour
- Hari Palani