DESCRIPTION:

Great programs don't just deliver services. They create experiences that reflect the needs, expectations, and realities of the people they serve. But when you're immersed in day-to-day operations, it's easy to miss where those experiences fall short, and those blind spots can quietly cost you engagement, trust, and impact.

This interactive workshop introduces two practical visualization tools that help uncover hidden insights about the participant experience. Through guided activities, you'll map what participants think, feel, and do alongside their interactions with your program to identify gaps, opportunities, and priorities for improvement.

Working hands-on, you'll create an Empathy Map to better understand participant needs, motivations, and challenges, then build a Journey Map to visualize how participants experience your program from beginning to end. Placed side by side, the two maps reveal exactly where participant needs and the current program experience are misaligned, giving you a clear, visual starting point for what to fix first. You'll leave with practical techniques you can apply immediately, plus a plan to build on these insights back at your organization.

WHO SHOULD JOIN:

This session is ideal for program directors, executive directors, and anyone involved in program development and implementation. All Gallatin County nonprofit staff, board members, and volunteers are welcome to attend.

ABOUT THE SPEAKERS:

Drawn together by a shared belief that the most meaningful change begins in uncertainty, Fernanda Alcocer and Jen Cox partner with mission-driven organizations to uncover hidden opportunities, challenge assumptions, and co-create practical solutions that strengthen communities. They believe that when organizations slow down long enough to listen to the people they serve, they can create programs, experiences, and systems that generate lasting impact for both their communities and the people doing the work. As the co-founders of Obscura Ray, Fernanda and Jen combine decades of experience in design, systems thinking, brand strategy, marketing, customer experience, and organizational transformation to help nonprofits navigate complexity with greater clarity, confidence, and purpose through a human-centered service design approach.

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If there is anything One Valley Community Foundation can do to make this session more accessible for you, please contact Chloe Loeffelholz at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or 406-587-6262 x 70.