In early 2021, we built a bespoke, cloud CRM system to help London-based charity Let Me Know (LMK) monitor impact and scale workshops educating young people on unhealthy relationships.
As a new charity working remotely, LMK sought help producing quick and accurate reporting for multiple stakeholders that scaled with their flagship programme.
We built a serverless data pipeline that tied together the processing of workshop feedback data and persistent data storage on Google Cloud Platform, all triggered by the upload of a feedback survey - the only touchpoint of the entire system. The final step was attaching a suite of custom reports using Google Data Studio.
The resulting reports are a secure, fast and consistent upgrade from the collection of spreadsheets commonly used in organisations. The system provides management with a real-time, holistic view of workshops, partner & participant information which eradicates repetitive report-building and supports transparency across the charity.
Data systems are commonly thought to be about infrastructure and codebase. In reality, valuable systems depend on people. For this project, the most challenging aspect faced was survey design.
How do you collect enough detailed and accurate feedback from workshop participants without negatively affecting the workshop experience or adding operational burden on workshop leaders?
Our first implementation nailed all desired feedback but proved too intensive for workshop participants to engage with. As LMK grows, new questions will come up, and new data sources, metrics and visualisations must be created to answer those questions. The survey design tradeoff will always be present, so we continue to work closely with the co-founders and the evaluation team leader to iterate towards turning LMK's new CRM system into a meaningful, long-lasting asset.
