What Was Asked- And What Wasn’t Clear

The original request was to develop a digital orientation for new volunteers. But even at this early stage, key questions emerged:
Was the orientation meant to help people decide if they wanted to get involved—or guide them once they’d already committed? Would it be a public resource or something shared only after a volunteer signed on?

The organization didn’t have definitive answers yet. With limited time and capacity, the founder encouraged us to create a first draft that could be refined together; a tangible starting point they could react to and shape with feedback.

In response, our team began developing early concept frameworks based on common practices from other mission-driven organizations. We reviewed onboarding materials from nonprofits supporting healthcare access, trauma-informed peer support, and social services—especially those serving multilingual and remote teams. This helped us identify inclusive patterns and low-barrier formats that might resonate with this audience.

Exploring Early Formats

While waiting for clearer direction, we began exploring ways to present the content. Two possibilities emerged:

Option 1: Interactive Course (Rise)

A simple, mobile-responsive digital handbook built in Rise 360, structured around sections like:

  • Who We Are

  • What We Do

  • How You Can Help

  • What to Expect

  • Policies and Paperwork

  • Meet the Team

Rise offered an intuitive, visually clean experience—perfect for busy volunteers accessing content on their phones. But since the organization didn’t have its own Rise license, any long-term updates would depend on external support. It wasn’t a sustainable standalone solution.

Option 2: Interactive PDF

A clickable PDF with embedded links and light visuals. This option could be hosted on their website or emailed to volunteers directly. It was simpler to maintain and didn’t require login credentials, but offered less flexibility for updates or analytics.

Both approaches assumed orientation would come after someone decided to volunteer—but we were still missing clarity about how and when volunteers actually came onboard.

From First Drafts to Better Questions

Those early ideas gave the team something to respond to. In many ways, they helped spark conversations that hadn’t happened yet—questions about who the orientation was really for, what volunteers needed most, and how the system should support the team, not just add more to their plates.

The feedback wasn’t about layout or polish. It was more like, “We haven’t really thought about that yet.” That pause became a turning point.

So we stepped back. We paused design and returned to discovery—with clearer, more focused questions that we helped the founder frame and carry into a board conversation. Those discussions helped surface the deeper needs shaping the direction of this project.

The initial request was just the beginning. Once we got started, a deeper need came into focus. Select “Discovery” to see how the work evolved—and where it led next.