The Challenge

I conducted a competitive analysis of five similar programs and thoroughly evaluated our competitors' strengths, weaknesses, strategies, and offerings. This allowed me to identify the gaps in our own product in order to inform the re-design.

 The following is an example of information gathered from the competitor The Make-A-Wish Foundation:

Competitor Analysis: Make-A-Wish Foundation

Referral Process:

• The Make-A-Wish Foundation has a well-established referral process to identify eligible children for wish-granting.
• Referrals can be made by medical professionals, including doctors, nurses, and social workers, as well as the children's parents or legal guardians.
• The referral process involves submitting medical documentation to verify the child's critical illness and eligibility for a wish.
• Medical professionals play a crucial role in identifying and referring eligible children who could benefit from a wish experience.
• The foundation maintains a clear and streamlined process to ensure efficient and accurate handling of referrals.

Benefits of the Referral Process:

• The referral process ensures that wish-granting resources are directed towards children facing critical illnesses.
• By involving medical professionals, the foundation can ensure that the wishes align with the unique needs and limitations of each child.
• The process helps prioritize children with critical illnesses, ensuring that those who would benefit the most from a wish experience receive the opportunity.
• It provides a structured and organized approach to handle referrals, facilitating timely communication and coordination with the families involved.

Continuous Improvement:

• Make-A-Wish Foundation regularly evaluates and improves its referral process to enhance efficiency and reach.
• They collaborate with medical professionals, gathering feedback to refine the process and address any potential challenges or bottlenecks.
• The foundation invests in training and resources to ensure that medical professionals are informed about the referral process and aware of the impact of wish-granting.

By focusing on a robust and inclusive referral process, Make-A-Wish Foundation can effectively identify and support children with critical illnesses, ensuring that the wishes granted are meaningful and aligned with their unique circumstances. The streamlined referral process enables efficient coordination and communication among medical professionals, families, and the foundation, ultimately contributing to the positive impact of wish experiences for eligible children.

Baseline data indicated there were approximately 25 emails a day received by email support regarding the applicaton/referral process. After launch of the MVP, emails received dropped to about 2-3 daily.