We worked with the team at Fire and Emergency New Zealand to enhance and streamline the experience of Home Fire Safety Visits for both internal and external audiences, improving their targeting and risk assessment capabilities, to optimise how people find the home fire safety information that's most relevant to them on the Fire & Emergency website.
Home Fire Safety Visits (HFSVs) have long been a vital service provided by Fire and Emergency New Zealand. Each year, approximately 12,000 HFSVs are conducted, offering a significant opportunity to identify risks, provide guidance, influence behaviour, gather insights, and build relationships with homeowners and occupants directly in their homes.
Ghost partnered with Fire and Emergency to map the entire HFSV journey, from pre-visit preparations to post-visit follow-ups, considering both internal and external audiences.
By identifying strengths, challenges, and opportunities, we created a comprehensive current state map that led to the identification of several high-priority initiatives aimed at improving the overall experience. These initiatives included:
The goal was to create an informed value story using data from HFSVs, incident reports, and other relevant evidence to demonstrate the impact of HFSVs on communities. This analysis also aimed to create a list of priority target areas for each Fire and Emergency district, supporting both the Statement of Performance (SPE) targets and positively impacting communities.
The current method of using national mesh blocks for the Statement of Performance (SPE) measure had several limitations:
Moreover, outside of the SPE, Fire and Emergency did not have any consistent national-level targets or measures to maintain delivery momentum or understand the programme's impact on building awareness, shifting behaviour, and reducing the number of unwanted fires in our communities.
We proposed changes to improve value storytelling, including using the New Zealand census for targeting 'at-risk' households, having crews conduct risk assessments using a structured framework, and introducing quality and satisfaction measures to gather recipient feedback and measure HFSV impact.
The previous process for requesting an HFSV involved cumbersome paper forms, inconsistent data capture, and uncertainty about follow-up and execution for the requester. We improved this experience by creating new request forms and automated emails to enhance communication.
The goal was two-fold: to improve the requester’s experience, providing clarity on when their HFSV would occur, and to improve data capture for Fire and Emergency, ensuring all necessary information was available to set up a successful HFSV. Through request form wireframes, user testing, and final UI development, we produced two request forms (for self-requests and requests on behalf of others) and a series of automated emails post-request.
We enhanced the feedback process by designing a Net Promoter Score (NPS) survey. We developed two prototypes of feedback surveys with varying lengths and question formats. Through user testing sessions with key target audiences, we determined the ideal survey type, length, and question set.
The second phase involved identifying the best platform for running and analysing the NPS survey. We conducted desktop research on various platforms, evaluating their pros and cons against Fire and Emergency's needs to select the most appropriate solution.
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