Researcher: Lynn Teoh

Goal: Discover who St John NSW (education arm) users are, and why they have selected this organisation

Dates: 27 Feb 2023 -  28 Feb 2023 (2 days)

Methodology: Social media sweep, semi-structured interviews (n=6), communication with St John NSW

Key findings: 

• St John NSW (education arm) users have varied backgrounds, ranging from those considering paramedic careers, those in non-healthcare industries requiring First Aid training for work, to those seeking generalist first aid experience. 

• Reasons for selecting St John NSW as a First Aid training provider ranged from perceived trustworthiness as an education provider, to ‘non-choice’ (ie training provider selected by place of work). 

• As per competitive analysis, St John’s First Aid courses are one of the higher-priced First Aid providers, but have been established longest and are the only ones to also have a well-known First Aid Services arm

• Able to validate with St John NSW that they receive a number of phone calls from people requiring First Aid training for work who requested assistance selecting an appropriate First Aid training course.

UXR recommendations made to design team: 

• Target user group: Consider focusing on either ‘professional learners’ (ie people who are considering doing clinical experience with St John’s) or ‘vocational learners’ (ie people who are taking a First Aid course for work purposes, and their workplace has either organised training via St John’s or recommended St John’s NSW)

• ‘General interest’ learners appear most likely to go with a cheaper competitor service due to price point → more of a branding project which does not meet hackathon brief