Case study
SCHOOLAB x
MALAKOFF HUMANIS
Business model for a third place dedicated to caregivers
and deployment strategy
4 months, Design Thinking & User research
Position
EXPERIENCE
DESIGNER
Sector
CARE - SOCIAL
ECONOMY
Key number
+50
INTERVIEWS
Outcome
COMMERCIAL
OFFER
01
Context
La Ressourcerie is a third-party place in Bordeaux.
Open to all, it has been designed to support people who are caring for someone who is ill, suffering or losing their independence.
Partly subsidised by the Malakoff Humanis group, La Ressourcerie is seeking to define a business model that will enable it (1) to be financially independent and (2) to extend its activities and offer its services to as many people as possible, throughout France.
02
METHODOLOGY
In order to propose the most appropriate solution, a two-stage methodology was implemented.
Observation
- Framing needs and expectations with the customer,
- Qualitative interviews with various stakeholders (users, CHU, EHPAD, doctors, town halls, CCAS: over 50 interviews)
- Benchmark,
Conception
- Identification of complementary offers for B2B development
- Prototyping of offers
- User tests with institutions and associations
03
DELIVERABLEs
In order to propose the most appropriate solution, a two-stage methodology was implemented.
Observation :
Intermediate feedback: summary of interviews (+50) by major issues
User journey, persona and areas of opportunity
Study of similar third-party venues & associated business plan
Conception :
Proposal of 8 commercial offers to be developed: content, duration, rates & impact on the Ressourcerie's internal organisation
Prioritisation, testing & iteration
Overview
Commissioned by Malakoff Humanis as part of the development of La Ressourcerie, a community space for caregivers, Schoolab is an innovation studio that trains, advises, and supports its clients in responsible innovation.
As a UX Designer, I supported both stakeholders in defining a portfolio of offerings for La Ressourcerie, notably through the Design Thinking methodology
Methodology
Applying Design Thinking and User Design to a community space.
To best support the teams at La Ressourcerie and Malakoff Humanis, I opted for a relatively classic approach centered around user research, an ideation phase to design commercial offerings likely to address issues raised by users, and a testing phase to validate the interest and feasibility of the proposed solutions.
Initially, the main challenges faced by the teams at La Ressourcerie were
clearly defining their current service offerings,
identifying the types of users the space was intended for,
finding a way to export a culture of hospitality embodied by a team and a physical location,
mapping potential partners who could become prospective clients.
