NB4HS needed one system to carry a client from first contact through to a completed program. The platform replaces scattered forms and spreadsheets with a single guided flow for intake, case management, class registration and workforce development tracking.
- IndustryCommunity organizations
- ServicesUX/UI & digital product design, automation & integrations, ongoing support
- Type of workClient intake and case-management platform
The challenge
A community services organization running intake, case management, classes and workforce development typically collects the same information several times: on a paper intake form, in a staff spreadsheet, on a class roster, in a funder report. Every repeat is a chance for an error and a few minutes of a staff member’s day. For clients, the process is a series of forms with no sense of where they are in it or what comes next.
Discovery
We sat with staff and walked through the process as it actually happened, step by step, from a person’s first contact to their completion of a program. We counted where information was re-entered, where hand-offs between staff depended on memory, and where clients most often needed help to finish a step.
Strategy
The work focused on two goals: reduce the number of steps staff repeat every day, and make the client-facing side clear enough to complete without help. That meant one client record that every stage of the program reads from and writes to, and a guided flow that shows a client where they are and what is next.
What we built
- Guided client intake
- Case management and staff workflows
- Class and program registration
- Workforce development tracking
- Automation for repetitive administrative steps
Design decisions
The client side uses plain language, one question per step where the information is sensitive, and clear progress so nobody is left wondering whether they have finished. The staff side is organized around a caseload rather than a database: what needs attention today, which clients are in which stage, and which classes are filling. Notifications, confirmations and reminders are automated so staff are not the ones remembering to send them.
Development
Deehvine Marketing designed and built the platform, including the workflows, the data structure behind intake and case records, the registration system and the automations, and continues to support it.
Outcome
One guided flow now replaces the scattered forms and spreadsheets. Staff enter information once and the system carries it through intake, case management, registration and tracking, and clients can complete their side on a phone without calling for help.
Running intake, classes or case management on spreadsheets? Read about our work for community organizations and nonprofits, or start a project.