Context

The French Red Cross, third biggest dispenser of food aid, wished to re-imagine how people are welcomed in its food aid centers.

To prepare for the upcoming board meeting that will determine the major strategic directions for 2022, the French Red Cross sought our assistance to make a diagnostic analysis of its hospitality practices.

The Okoniteam became volunteers for a day at three sites to understand the roles, practices, and interactions of the volunteers there. We also involved four members of the French Red Cross in that fieldwork so they could learn about the methodology and enrich the fieldwork.

We led a creative workshop centered on four issues dealing with signage, the attitude of the volunteers, the waiting area, and the offer provided by theFrench Red Cross. By the end of that workshop, we had developed an experimental workbook providing, among other things, welcome messages translated into all languages, a floor plan of each food aid center, training to adopt a more welcoming attitude…

Results

• 22 detailed experimentation records to be put in place as early as 2022
• A dozen employees onboarded to pass on the learning to the rest of the team